12/3 #3
Dryer Wars III - The Delivery Guy Strikes Back
At a little before 10 am this morning, the Sears truck rolled up in front of my house. 3rd time's the charm, right? I can only wish....
It was the first team of installers--the ones who had refused to take the new dryer up the stairs. He said there was no way they would move the dryer on the stairs. He also doubted that the dryer's heating function would not work... taking 10 minutes to verify that no, there was no hot air. He tried calling his supervisor (who, wisely, did not pick up) and then called the 800 delivery number to report to someone(?).
He spent a few minutes on speakerphone explaining his side and his reasoning and the person at the other end asked to speak with me so that he could "explain." I did not give him the chance--I explained to him that: a) I had paid for a service that I was not receiving, b) that "professionals" should be capable of performing a task that a husband and wife were able to do (without specialized equipment), c) that another delivery team had clearly stated that the first team should have been able to perform this function, d) previous appliance deliveries by Sears had never balked at delivering appliances before (including the washing machine sitting next to the dryer and the machine that had been replaced), e) that we now have a dryer which surpasses the one it replaced only in terms of appearance, and f) the situation was unacceptable. It was only at this point that the guy at the other end said "Please note that this call may be monitored... blah blah, blah. He then asked to be put back on with the delivery guy and seemed to be on the verge of telling the delivery guy to do it, starting off with, "Well the customer seems to be rather upset and has a few good points..." at which point the delivery guy said that he will not do it because of liability issues, that he has had issues in the past when his guys had undertaken jobs beyond scope that had cost $1,000's, and that his manager would back him up. With that, the call ended.
He said, "Sorry, there is nothing we can do," and proceeded out the door. "My suggestion is to have someone help you move the dryer back down. Then call us and we will exchange the defective unit with the replacement, and you can then take it back up."
In the interests of trying to keep this short, I will not bore you with what went on at the store when I went back. I brought my wife for backup--both because I didn't trust myself and also because she needed to let off some steam as well (she joined me from her shopping trip searching for our son's birthday present). Suffice it to say, I am now expecting a call from the district manager of the delivery department and have both his personal cell number and that of the store manager should the situation not be rectified by the end of the day. And, let me tell you, my wife is itching to yell at someone.... at this point, I can only laugh (because the alternative would be far more destructive).
On a side note, while waiting for a call back from the delivery manager, the department manager (apparently the man I mistook for the manager yesterday was just a senior sales associate), among apologizing for the mess that this has become, also apologized if she seemed brusque or short-tempered. Today, she said, had been a bad day--left her lunch at home, discovered that she has a hole in her shoe, it's a rainy day and, although she should really quit, she smokes, so going outside.... I pulled out my vape and asked if she had ever tried one. "Oh, my son just gave me one this weekend. I really should look into it. Both my sons seem pretty passionate about it." I told her I'd drop by some time when she's not as busy and give her a few pointers on local B&Ms--as well as a few cards of online vendors--including Vape Tree.
The saga continues...
...Actually trying to get wrapped up so I can get out of here...am taking my son and his wife out to dinner because it's his birthday tomorrow and I won't be here then. Still waiting on him to tell me where he wants to go...that kid is so indecisive sometimes! 
