毎日の家の革新はひっくり返る

In Part 18 we wrote about how the big box building supply retail store did not have access to the computer system that the Head Office customer service representative, how the retail store person told us one thing completely opposite to what the Head Office customer service representative told us, and how it was a week since we were able to talk live with the Head Office customer service representative.

Another 4 days goes by. Nothing. I left another messages for the Head Office representative. No response.

I ended up calling back the retail store. The person I spoke to last week is on vacation this week (gee, wouldn’t it be nice if we could take a vacation from our problems with our front door? But, I digress), as was a  manager of the special orders & installation area of the store for that day.

I did speak with Arlene at the retail store. She’s very nice, but the bottom line was that I had to explain, again, the situation and she took the time to get caught up on the history from their store computer system.  I added one more issue for her. We had a new problem.

Did you see it in the picture above? Look closely at the bottom of the door. Yes, that’s right. The door sweep had started to come apart. That is now 5 items (that I knew of) that needed fixing. Here’s a closer look.

Another 2 days goes by. I call and left yet anther message for Amy, the Head Office customer service representative. Silence from everyone.  I called Dennis. Who? Dennis was the customer service representative #3 with whom I had dealt with off and on for it seemed like 6 to 8 weeks on various issues with our replacement front door. I really didn’t know who to turn to for help and action.

Dennis listened and said that according to his records Amy had in fact contacted the door manufacturer on March 26th and again two days prior. He promised to get a hold of Amy for me to see what what going on.

Later that afternoon (April 4th), I receive a phone call from Arlene at the retail store. She said that I should be receiving a class from Amy shortly and if not by 5:30 to call her back. Just as I hang up the phone it rings again and it is Amy on the line. Apparently she had been away ill. I was sorry to hear that. It was unfortunate that no one picked up her work while she was away and took the initiative to call me from Head Office over this 13 day span.

She called to tell me that I should be receiving a phone call directly from the door manufacturer. This was to make an appointment as they wanted to see the ‘fibre tear’ for themselves. Not because they didn’t believe me. Rather, it was because while they were going to put in the order for the replacement glass to be manufactured for us (2 weeks after we were told by Amy that it was already done and all she was waiting for was to understand how long it would take for delivery……hmmm something just doesn’t add up) they still wanted to see in person what it looked like.

That’s all we needed. Yet another excuse to delay our front door getting fixed. It was now 6 months and 3 weeks since we had first gone to the big box building supply retailer to first order a replacement front door for our home.

I had had enough. Did I now bring in a lawyer? No, I did something better. I told Amy about our web site and the series of articles we had been publishing on all of our home renovation experiences including, yes, our experience with them and our replacement front door. And, I gave Amy the URL for the article wherein we had previously published pictures of the ‘fibre tear’ so she could give it to the door manufacturer right now so they could see for themselves without having to wait yet another few days before they could see it and decide what to do.

Honestly, you will not believe what happened in the next 4 hours. As well, you would not believe what he told us. And, no, it is not what you are thinking. I wouldn’t have believed it if it did not happen to us.

To continue with the next article in this series, simply select this link to Part 20.