Koenig said:
This I don't understand. Why did you have to take 3 half days off? One to
drop it down, one to pick it up. What's the third?
The service deparment came on three occasions to 'service' the unit.
Somebody has to be at home to let them in. Didn't think that one would
have been too difficult to work out.....
Of course they did. You aren't a repair firm looking for a part - you are a
member of the public wanting to ring up and "reserve" a spare part. They
are not a library, and LG themselves do not directly deal with the public
(certainly not in the case of repair). That you thought you could take this
course of action shows how high your level of frustration was "they are
taking too long, *I'll* do it dammit!".
Why should I leave it too chance that the TV was away for an
indefinate period of time ? We've all heard / read experiences about
people having items away for months 'waiting for parts'. If you wish
to be one of those victims, then good luck to you. I prefer to control
my own situation. Asking LG if the part was in stock and in the
country should not be a difficult question. If they genuinely were
interested in causing me the least amount of inconvenience, then they
should have been more than happy to help.
Again, we are not talking about a $29.95 toaster here.
You *think*? And you are not entitled to a replacement unit - that your
existing unit had an ambigious timeframe for repair is regrettable, but
that's the way it is. Its the same with any repair job - sometimes parts
take time to get there.
Now, that is bad.
If you are motivated enough to want to speak to the Managing Director, then
you have already been certified by the company as a lunatic. A lunatic who
thinks "going to the top" will solve it all.
Why would I possibly be a 'lunatic' for escalating an issue which I
was unsatisfied with the outcome I was receiving from junior staff
members. I explained in my posting that I was not getting a suitable
response from the service manager, so I wanted to speak to her
superior.
Although I don't know you, and unlike you, won't make assumptions
about you, but let me give you a quick lesson in the corporate world.
In most cases, large companies have dedicated complaints handling
departments. Should a customer of that company feel 'motivated' to
escalate to the MD level, they will refer to this department. For most
companies that are interested in developing a good brand, this process
achieves to things. Firstly, it attempts to resolve the customer's
complaint / problem. Secondly, it provides a formal channel from which
the management / board of a company can find out what is happening at
on the front line of a business.
This is one of the first lessons in business. Most people with any
business training would be familiar with this concept.
Most of us will be patient and won't try to speak to the Managing Director
about possibly baseless allegations.
How do you know they are 'baseless allegations' ? Again, if you wish
to be patient and wait for ever after paying a not insignificant
amount for a TV, then, that's completely your right. As I said, I am
not willing to leave things to chance.
