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Pastimes : G&K Investing for Curmudgeons
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To: Mike Buckley who wrote (12282)3/16/2001 2:04:31 PM
From: Mike Buckley  Read Replies (3) of 22706
 
A little more than a year ago I spent $500 on a $300 coffee maker to make sure my wife would be thrilled. It's not working well and the manufacturer's service provider charged us $25 for a part that is "easy" to replace, rather than wait six weeks for them to repair it. Who wants to be without a product almost once a year for six weeks to have a part replaced, right?

We got the part and didn't have the right tool to take the coffee maker apart. So we called the service provider and asked what the required tool is. They told us to buy a T10 Torx. We did and it didn't fit the fastener.

So we called and explained. They told us to buy a T10 Safety Torx. After my wife got pissed they apologized for telling her to get a Torx instead of a Safety Torx. They told me where I could buy one. We did.

The T10 Safety Torx arrived and it didn't fit. So we called again and they told us to buy a T20 Saftey Torx. After I reamed the guy and told him that at the very least an apology was in order, he actually apologized.

I told him that after all the bad information, the least he could do was send me a free T20 Safety Torx that cost less than $10 including shipment. He thought about it and decided not to. I said, "You're a manager. You have two choices. You can send me a free T20 Safety Torx that will cost you less than $10 and hope that I can become a happy customer or you can ensure that you have a very unhappy customer by keeping your $10. How important is that $10 to you?" He said he'd give me a full credit on the part he had sent that cost $25.

Anyone wanna take bets on how easy it is to replace this part if indeed the third tool they told me to get is the right one? That's gotta be more fun than playing your silly pool about March Madness.

--Mike Buckley

P. S. I just love the people talking about how easy it is to send money to PayPal. Notice that no one is talking about how difficult it is to get money from PayPal.
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