Yesterday, I decided I was going to get a new gas cooktop. The $50 one we have that came from Construction Junction is just too dangerous with a PWD in the house.
I wanted a fast fix. I had looked at Lowes at cooktops the last time Rita and I were in there. I had isoleted it to two brands. A Bosh model and a LG model. The Bosh was on sale that ended that day.
I tried to place an order to pick it up in the store ASAP. Lowe’s website leaves a lot be be desired, so I thought I’ll just call and see if I can pick it up the next day i.e. is either one in stock.
I tried to not get pissed off with the automatic prompts that gives you only options that do not fit your need to call. I asked for Appliances. I got routed by the SAI (Stupid AI) to another ringing phone sound. Click, then the call died.
This happened three times!
I had months ago told myself that I would not do business with Lowes for another stupid customer serivce envent where I got caught up in their system.
I called a local appliance store that is somewhat like a Keith’s store. They have humans answer the phone. They listen to you. They treat you like they like workingn with you. but they cost more. Sometimes much more.
The bottom line here is that Lowes lost a sale of about $1200 and they don’t even know it. Nor do they appear to care.
The local appliance store is not squeeky clean here. They quoted a model at $999.95. The woman who I was doing business with tried to send me two emails, but I got only one. The email I didn’t get had the specs on the model I wanted to purchase. We tried a few times and I just never got the email she swore she sent me.
It is probably a Google thing, but I didn’t have the paitence to fix that problem. I just wanted to see what I wanted to buy. The lady gave me the model number and Google helped me find the Fridgadare website that had the model listed. For $750.00
I called the local store back and told the Lady the model was OK and i wanted it. She said she there was one in their Pittsburgh warehouse and she could have it early next week. I ordered it.
Then I told her they had a business problem. How can they justify charging me $999.95 when their vendor has a website saying I can order it from the vendor and pick it up in he local store for $750.00
It’s a classic small store, big manufacture distribution web issue. I saw this at Keith’s frequently when I sold stuff via the website. It is something you can’t easily explain away. Most resonable customers know the small local store and’t make money if they trim their margins to match what big manufacture can do.
I can understand a 10% difference between the big manufacture and a small store. I did’t that at Keith’s. My answer was always: If you want small-hometown friendly service, you are going to pay more.
I just paid $250 more or 30% to get a nice capable human on the phone. Lowes lost a $1,300 sale and they will never know it. I’m old and can’t take it with me. And, I an afford it.
But, can you image the future when there are not small-homemtown stores any more?
Fireplace?
Oh, I have a fireplace problem. The $5,000 fireplace insert that Trevor built in never worked fully correctly. I called three weeks ago and got a nice, capable human on the phone (their tech support). I learned that the remote control user interface leaves a lot to be desired. But, the tech thought I may have a failed control board and asked if I was OK with getting it out and replacing it if he could get me a new one.
Yea, I’m ok with that. It’s not as hard to do as the hottub which was a real challenge.
But I got sick and put off the task until this morning. Trevor actually was curious and helped. We found this:
Note the control board cover in the back.. It appears it got hot enough to melt the cover.
This story is not over. My next post may be it’s sagga.
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