It all started when my wife Rita bought me a Nordic Track tread mill at Sears in Castleton Square. That was Valentine's Day, 2002. Great product. It worked until we decided not to renew the service contract. That's when the frustration began. Two weeks ago (September 30), the tread mill expired.
After several calls to the Sears store, it was determined that we'd have to call Nordic Track. Frustrastion began to build when Sears' computer generated phone system gave us one choice-- the "Fitness Department" and it took several calls with lengthy waits to get anyone to pick up. Bad system to start. It got worse.
When we finally got a human, we were given a toll free number for Nordic Track, who is supposed to service the equipment. I hoped to get the original tread mill repaired. I was told by a less-than-empathetic Nordic Track person that it would cost $155 for a service call (since I was no longer under warranty); THAT THE SERVICE REP. WOULD GIVE ME A NUMBER AND I'D HAVE TO CALL IN THE PARTS ORDER MYSELF; and that it would be another $55 to come back and install whatever. I understood.
My wife and I decided to go back to Sears and get another tread mill, which we did on Saturday and Sunday, October 3 and 4. Sears agreed to deliver and install the tread mill on Thursday, October 8.
I found out on the 8th that Sears contracted yet a third company to deliver and install new Nordic Track equipment. When the delivery team arrived at the very end of the two hour window, they installed the tread mill but it was defective. Either that or the installers didn't know how to do it. The main guy called Sears, put me on the phone with them, then bolted, saying he was late for the next delivery. You guessed it. After he'd left, the Sears Service Rep. informed me I'd have to go through Nordic Track, left me a number and left me hanging.
We tried calling Sears to talk to our salesman but, again, no one in "Fitness" answered several calls. Checkmate! Rita, sensing my utter frustration, took over. Abandoning the effort to reach "Fitness", she asked for the Business Office . No answer. So she called back and asked for the Store Manager (it was 8:00 P.M.). She got a recording but left him a fairly caustic message.
Finally, today (October 14) the people that Sears contracts showed up with a new machine (not the same crew as before) and the tread mill is installed, one week after it was supposed to have been.
Rita's message to the Store Manager said, in part, "We have almost $1100 on our Sears charge with a faulty piece of equipment in our home. We've dealt with Sears, Nordic Track and whatever company you contract. We can't talk to anyone at Sears. I don't usually get angry. Stuff happens. But boy, am I irritated!"
Have you had it up to here with this type of service? If so, let me know about it by replying to this blog. It's time We the Customers fight back!
Wednesday, October 14, 2009
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What Did My Clients Say?
Very worthwhile…highly recommended to anyone who values customers.” -Julian Peebles, Ruth Lilly Health Education Center
“Thanks again for the wonderful presentation. It was exciting that our employees were fired up and began to think forward and place themselves mentally into some of the situations they may encounter at Victory Field.” -Randy Lewandowski, Assistant General Manager Indianapolis Indians
“…the overall attitude of our management team is much more positive…and the team is much more aggressive in tending to clients ‘and guests’ needs.” -Chuck Lazarra, President, Ritz Charles
“Danny is an excellent presenter who understands the benefit of high quality customer service. He relayed heartfelt stories that translated to our business and reinforced the impact that each of us has on customer service and its effect on our success.” -Doug Ruggles, Corporate Training Director, F.A. Wilhelm Construction Co., Inc.
“Your talk was very insightful and right on point. It also was entertaining and a lot of fun. The points you made were simple but highly effective. Your expertise in the area of customer service was obvious.” -Chad Wilke, Senior Event Coordinator, Indiana Convention and Visitors’ Bureau
“Danny is a delight—so full of energy—you feel inspired after spending just a few minutes with him. And there were several great pearls that I walked away with.” -Pam Bales, Consultant, Benefit Associates
“We have worked with many consultants over the years, but none more energetic than Danny. He worked diligently with us beforehand to model the program to our specific needs… From the President to the newest supervisor, we are all excited to begin implementing what we learned tomorrow morning! …..” -Rick Roberts, Vice President, Engledow Group
“I am also conducting the first Team Leader Training Class tomorrow. With a little help from the Danny O Experience I think it will be a hit! Thanks for being such a great motivator!” -Michelle Nichols, Corporate Trainer, Ossip Optometry
"I know some of you have brought in speakers in the past to inspire your staff. As you probably know, I’m difficult to impress. Well, Danny impressed me. For one thing, he’s one of you and not just another speaker. He made me wish I was working back in the stores. And for you wholesalers, he’s would be a great motivator for speaking to your independents. He got huge applause from the WGA retailers. I definitely see you having some quick payback having him speak." -Dave Livingston, DJL Research, LLC
“Thanks again for the wonderful presentation. It was exciting that our employees were fired up and began to think forward and place themselves mentally into some of the situations they may encounter at Victory Field.” -Randy Lewandowski, Assistant General Manager Indianapolis Indians
“…the overall attitude of our management team is much more positive…and the team is much more aggressive in tending to clients ‘and guests’ needs.” -Chuck Lazarra, President, Ritz Charles
“Danny is an excellent presenter who understands the benefit of high quality customer service. He relayed heartfelt stories that translated to our business and reinforced the impact that each of us has on customer service and its effect on our success.” -Doug Ruggles, Corporate Training Director, F.A. Wilhelm Construction Co., Inc.
“Your talk was very insightful and right on point. It also was entertaining and a lot of fun. The points you made were simple but highly effective. Your expertise in the area of customer service was obvious.” -Chad Wilke, Senior Event Coordinator, Indiana Convention and Visitors’ Bureau
“Danny is a delight—so full of energy—you feel inspired after spending just a few minutes with him. And there were several great pearls that I walked away with.” -Pam Bales, Consultant, Benefit Associates
“We have worked with many consultants over the years, but none more energetic than Danny. He worked diligently with us beforehand to model the program to our specific needs… From the President to the newest supervisor, we are all excited to begin implementing what we learned tomorrow morning! …..” -Rick Roberts, Vice President, Engledow Group
“I am also conducting the first Team Leader Training Class tomorrow. With a little help from the Danny O Experience I think it will be a hit! Thanks for being such a great motivator!” -Michelle Nichols, Corporate Trainer, Ossip Optometry
"I know some of you have brought in speakers in the past to inspire your staff. As you probably know, I’m difficult to impress. Well, Danny impressed me. For one thing, he’s one of you and not just another speaker. He made me wish I was working back in the stores. And for you wholesalers, he’s would be a great motivator for speaking to your independents. He got huge applause from the WGA retailers. I definitely see you having some quick payback having him speak." -Dave Livingston, DJL Research, LLC
Testing the posts :)
ReplyDeleteYour story frosts my cookies, as customer service stories usually will. Companies are now comfortable allowing accountants to dictate business practices with a battle-ready P&L disclosure, outsourcing labor as much to the lowest bidder, and dismiss the value of a satisfied customer. The third-party blame game has become a staple in the consumer's diet.
ReplyDeleteI must agree with your closing statement - it's time We the Customers fight back!
Danny:
ReplyDeleteTake it all back! I bought a treadmill from Pro-Form (I think that is the name) over 10 years ago and have NEVER had a problem. I just had a guy come over and do preventative maintenance for the first time in 10 years. He said it looks good and adjusted the belt and that was it.
Now this is opposite of your story, but it shows how different companies operate.
Jake D.