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Day before Superbowl Sunday, I finally bought a new tv that's I've been saving up for quite awhile. I had looked over Black Friday, didn't find what I wanted for the right price. I hold out until just before the Superbowl and get a Consumer Reports Best Buy for the price I'd been looking for.
Sunday, just before the game starts, TV dies suddenly. Drag dead TV back. Manager offers an exchange, but they don't have one in stock. I had to go to another store about 30 minutes up the road to get it myself (irritating, but I really wanted to keep the sale price I'd gotten).
So I go get the TV. Get it home. Open the box. Big crack across the screen. Drag it back to local store, ask for another exchange, this time pay for delivery (if I got another bad TV out of the box, I wasn't dragging it back again). I set up a delivery time for last Saturday.
A few days before, I get a call from the salesman who sold me my original TV, Jeremy. He'd just heard about all the problems I had, and had more bad news. The TV they'd been holding for me was an "open box."
He offers me a choice: take the open box at a discount, or accept a free upgrade to another brand TV (a Panasonic). I take the upgrade. He tells me to ask for him if I have any more problems; he wants me to be happy.
Delivery was supposed to be Monday (today). They call yesterday for delivery, which I accept. They delivery within the window promised, and the TV works great. I'm very happy with it. Taking the upgrade was the right choice.
So I've gone from being rather irritated with the store to being a happy customer again. This is good for them; I've spent a lot of money there over the past few years. I'll definitely go back.
Sunday, just before the game starts, TV dies suddenly. Drag dead TV back. Manager offers an exchange, but they don't have one in stock. I had to go to another store about 30 minutes up the road to get it myself (irritating, but I really wanted to keep the sale price I'd gotten).
So I go get the TV. Get it home. Open the box. Big crack across the screen. Drag it back to local store, ask for another exchange, this time pay for delivery (if I got another bad TV out of the box, I wasn't dragging it back again). I set up a delivery time for last Saturday.
A few days before, I get a call from the salesman who sold me my original TV, Jeremy. He'd just heard about all the problems I had, and had more bad news. The TV they'd been holding for me was an "open box."
He offers me a choice: take the open box at a discount, or accept a free upgrade to another brand TV (a Panasonic). I take the upgrade. He tells me to ask for him if I have any more problems; he wants me to be happy.
Delivery was supposed to be Monday (today). They call yesterday for delivery, which I accept. They delivery within the window promised, and the TV works great. I'm very happy with it. Taking the upgrade was the right choice.
So I've gone from being rather irritated with the store to being a happy customer again. This is good for them; I've spent a lot of money there over the past few years. I'll definitely go back.
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