Tuesday, March 21, 2006

Customer Service Revisited

Remember this post from last year? How excited I was that reporting the furniture store to the BBB actually did something? Well it did at the moment, but we are at it again.

Seems that my $1000 13 month old couch has a broken frame...I know what you are thinking but really we are not hard on our furniture (we had our last couch for 12 years with no problems). It also seems that the frame has a lifetime warranty. Seems that the warranty is only for the parts and the store that sold us the couch refuses to do anything to help us out.

Now, please someone tell me, what good does it do me to have a lifetime warranty on wood parts but not on labor? How do I know that the fault is not in the original labor and not the part? I would rather pay for the wood part and have someone come and fix my couch....how hard is that to understand?

So, I have a voicemail into the manufacturer's claim department and I have had irrate phone calls with both the store manager and the customer service people at the furniture store.
I am again reporting them to the BBB because this is just ridiculous. You don't sell someone something you know has an extended warranty on it without backing up that warranty for a reasonable amount of time. We are currently only one month over my 1 year warranty. I'll keep you updated.

Update: I spoke with the manufacturer's claim department and she said that the customer service at the furniture store would be calling me...they have to take care of it because of the lifetime warranty. Customer service called me right after I got off the phone with them, and will be sending out a technician to look at the couch and file a claim. Once the claim is filed, someone will be coming to get the couch and repair it, and we don't have to pay for it.

So I guess I don't have to show my @ss on the BBB quite yet...we'll see how it goes.

Update 2: The technician came out and could see exactly where the frame was broken in two places. Just two joints that weren't put together that well. He could have fixed it right there and we would have been done with it but he couldn't because they just want the estimate for now. Dumb because it was 52 bucks for them to send him out and then it would have been another 25 to fix it but now it will be another 52 bucks to have him come again (I am assuming after his email that there will not be a reason to have it sent out for repair, he can do it here), plus the 25. So for 150 bucks, the furniture store could have had a happy customer but no....they had to be jack@sses about it so even though it is not costing me anything, the furniture store themselves are still on my list. Thank goodness the manufacturer is willing to back their product.

I guess we'll see where it goes from here, but it might be a couple of weeks before we get it fixed since that guy only comes up this way a few times a month.


ha ha said...

I think they know better than to mess with you now. That had to be a manufacturing defect as I know you quit jumping on the couch a few years ago and I assume J doesn't do it anymore....or does he?????

Mind Sprite said...

That kind of thing makes me CRAZY! They would save themselves so much time and money and make the customers happy and loyal if they would just do the right thing in the first place!

kilgorsky said...

Yeah, that's pretty ridiculous. Sounds like you coulda had it fixed by now...

I hate when stuff breaks and than it takes forever to have it fixed, incidentally, by the people whose job is to replace/fix products.