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Adventures with Customer Service

Centerfield Nov 03 2005 12:28 PM

For the last ten days, my fridge has been broken. It's been a struggle as my wife has been trying to store breast milk that she pumped to be used by the nanny when she goes to work. We've had to move some of the milk to her mother's etc. as a result of this. Further complicating things was the fact that Sub Zero tried to tell me the warranty had expired, leading to much arguing, and record searching, but in the end, we were able to straighten things out. Finally, despite promises it would be much sooner, the part that had to be ordered from the manufacturer finally arrived today...but after the repairman installed it, he told me that the fridge still wasn’t working because he needed yet another part. A part which, of course, they claimed was not covered under the warranty. My patience with Sub Zero finally boiled over: Me: Wait, explain to me why it’s not covered under the warranty. I thought I had coverage for parts and labor. Sub Zero Guy: You do sir, but this part is not covered because it is not part of the sealed system. Me: What’s the difference? Why does my parts and labor warranty only cover some parts and not the others? SZG: Well, the ones that are not part of the sealed system are not covered because they generally don’t break. Me: Are you being serious? You realize it broke right? SZG: I understand that sir, let me see how soon I can get that part to you- Me: No, don’t see about anything. Send the part now. Send that and any other part you may need because I want them tomorrow. And I want it covered by the warranty. And the next time your service guy comes out to my house, I want the refrigerator to be fixed when he leaves. SZG: Sir, I am told that the evaporator was installed and is now working properly. Me: Wait, are you trying to tell me my fridge is fixed? SZG: Well, it is fixed in a way, he- Me: No, it’s not fixed. It’s not fixed "in a way", it’s not "kind of fixed", it’s not fixed at all. I don’t care if he installed an evaporator...I didn't ask him to fix my evaporator, I asked him to fix my refrigerator. And I know that my refrigerator is not fixed because it’s not cold. And when refrigerators are not cold, they’re broken. SZG: Sir, I can understand your frustration, but- Me: No, I don’t think you do. Because if you did, you wouldn’t sit there and try to tell me that my fridge is fixed. Refrigerators are supposed to be cold...you should know this...you work for a refrigerator company. If you’re telling me my fridge is fixed, and it’s still warm, there’s something wrong with that. If your company makes warm refrigerators, you really shouldn’t call yourselves Sub Zero. I think you should change your name to Fifty-Five Degrees. SZG: Ok sir, we’ll send the part today. And we won’t charge you for the parts or labor. Every once in a while, it’s worth it to be a prick.

seawolf17 Nov 03 2005 01:06 PM Re: Adventures with Customer Service

="Centerfield"]Me: No, I don’t think you do. Because if you did, you wouldn’t sit there and try to tell me that my fridge is fixed. Refrigerators are supposed to be cold...you should know this...you work for a refrigerator company. If you’re telling me my fridge is fixed, and it’s still warm, there’s something wrong with that. If your company makes warm refrigerators, you really shouldn’t call yourselves Sub Zero. I think you should change your name to Fifty-Five Degrees. Brilliant. I laughed so loud, I startled my dog.

Willets Point Nov 03 2005 01:13 PM

Being someone who has worked in public service most of my adult life, I can tell you that I would absolutely hate you if I were on the other end of the phone. But you gotta get it fixed, so go you.

seawolf17 Nov 03 2005 01:20 PM

Actually, Willets, it reads like he said all that to the repairman's face, which means CF gets a Super Balls Award this week.

Centerfield Nov 03 2005 01:22 PM

It takes me a while to get there Willets, and I have to be jerked around pretty bad for that to happen, but when I get fed up, I just let them have it. It took an absurdly long time to convince them why my five year warranty that began in 2001 should still be effective. I wish I were joking about this.

Centerfield Nov 03 2005 01:27 PM

Wolf, No, it wasn't to the repairman...he was a super nice guy. The guy I was talking to was the supervisor at Sub Zero...the same guy who told me I wasn't covered by my warranty, that my part would be here much earlier than it was, and the one who doesn't return phone calls so you have to keep calling back to try to catch him.

Elster88 Nov 03 2005 01:53 PM

Centerfield wrote: No, it wasn't to the repairman...he was a super nice guy. The guy I was talking to was the supervisor at Sub Zero...the same guy who told me I wasn't covered by my warranty, that my part would be here much earlier than it was, and the one who doesn't return phone calls so you have to keep calling back to try to catch him. That makes it all the more better. When it's just a regular customer service rep, I try not to give them a hard time. It's usually not their fault. But if this is the guy in charge, you gotta let him have it. Well done.

ScarletKnight41 Nov 03 2005 02:07 PM

CF - you're my hero. When I was having trouble with T-Mobile's customer service last spring, I channeled you in order to get something accomplished without losing my mind in the process. Well done! That centerfielder of the future needs his nourishment!

seawolf17 Nov 03 2005 02:34 PM

I hate banks. I hate bank fees. I hate bank customer service representatives who act all high and fucking mighty when they charge me $31 for a fucking overdraft fee for a fucking six dollar charge at Target and tell me it can't be refunded even though we have several thousand dollars sitting in a savings account and I'm sure they have made God knows how much money off me over the past fifteen-plus years that I've been a customer but nooooooo that thirty-one bucks helps support the bank president's secret hooker fund. I hate bank customer service representatives who "transfer you to a supervisor" when you know damn well it's just the fuckwad sitting in the cubicle next to them in some godforsaken place like Tuscaloosa, and they probably get a bonus for not refunding my fucking overdraft fees so the bank president can supply his hooker with only the finest meats and cheeses. Go suck it, bank who will remain nameless except to say that its name starts with "B" and rhymes with "Fank Of America."

ScarletKnight41 Nov 04 2005 05:24 AM

CF - Don't you know who I AM? I'm the one who forced Time Warner to show the Mets this season. Don't mess with me!

Johnny Dickshot Nov 04 2005 08:12 AM

I am still getting mail from officials contacted by Hilary's staff on that one, by the way. Just last week, I got a lengthy letter from one state official commission or another saying that Hilary had alerted them to the issue, and they provided an after-the-fact explanaton of their role in the whole cable-war thing. I don't know about being prez or anything, but Senator Clinton got far more people on this than anyone I contacted (and I contacted a lot), including some local city council & other reps who are asking for my votes next week.

ScarletKnight41 Jul 21 2006 02:41 PM

I was scanning the archives for something, and I came across this thread. CF - you have no idea how much your post has influenced me. From that point forward, whenever I have found myself in Orwellian conversations wtih customer service reps, my first thought is, "What would CF do?" You have helped me keep my sense of humor and sanity during many surreal discussions. Thank you!