How to Regruntle a Disgruntled Customer

Only I would go out to buy a washing machine and come home with a fridge.

O.K. We.

M.D.B. was involved with this.

Anyhow, the washer was dead, and laundromats are mostly for losers and apartment dwellers, (we were there for a few months to assess ) so we went in search of a new unit.

M.D.B. did what she does well, investigated what was the best value, and off we went on a an appliance safari.

One of the major players had a, "Don't pay a cent event" on, but we don't have a credit history with them, so they didn't want to play.

Another chain didn't have the brands we wanted.

A third chain had what we wanted, in stock, and ready to go. I had been dealing with them since 1989. So lets write it up. While M.D.B sat with the 'Sales Associate', I wandered. In the scratch and dent section was a small fridge for $140. With our current domestic lineup we are going through a lot of fresh veggies and fluids every day, requiring thrice weekly shopping trips. A second fridge (our main is 17 cubes of all fridge) would be useful. We could use this one for fluids, (including beer) and save the main fridge for food stuffs.

Then the "Sales Associate' came back to us. Because we don't have a major credit card, he couldn't help us. Never mind the 20+ year history I have with the chain.

Fine.

Let's take the fridge for cash and go.

We take the fridge home, let it sit, plug it in, and let it work overnight.

Still warm in the a.m.

Still warm in the p.m.

We bought it 'as is.'

This isn't going to be easy.

So I load it back into the van, and all the way to the store I am going over my script.

"I know I bought it as-is. But I bought a refrigerator. This is a storage cabinet."

...or...

"I bought it yesterday. If I don't get a refund, I will stand in the middle of your store and tell everyone in a very loud voice... and I can be very loud... how they will be on their own as soon as you have their money"

When I get to the store, I loaded the unit onto my own dolly, and wheeled it through the front door. Right to the customer service desk. (By the way, this is a bar/hotel sized fridge. I am not Lou Ferrigno.)

The cheerful lass behind the desk chirps the obligatory, "Can I help you?"

Me: "I bought this fridge yesterday, and it doesn't work" and I produce the receipt.

Cheerful Lass: "Would you like a refund?"

Me: "Um, ya."

C.L.: "O.K." and proceeds to punch a bunch of info into a a computer.

C.L.: "Can you wait her a sec, while I go talk to my manager?"

Me: "O.K."... Here it comes.

A few minutes later, Cheerful Lass emerges, and utters the following statement... "Sir, I see you've been a customer here a long time. So we will give you a new fridge, at the scratch and dent price.

Me: "Ah, O.K."

C.L. " And I see you live in another city, would you like us to ship it to our store there? It would be there the day after tomorrow."

Me: "Ah, ah O.K."

C.L. "O.K. You can pick it up after 4p.m., the day after tomorrow."

Me: "Ah, ah, ah, thanks."

And sure enough, the day after tomorrow, there was a brand new fridge in a box waiting for me at my local The Brick store.

So kudos to The Brick Burlington. Good customer service gets you repeat customers.

For the record, one week later, we bought our new washer/dryer at The Brick, paid cash, and deliberately snubbed the first 'Sales Associate.'

DJW

Service is half the sale!