Is Superior Customer Service Gone? Part 2

Back in May I wrote about a bad experience I had at a shoe store. Well, now I have another one. It's regarding getting a new battery. Here's the note I wrote to the company (I blocked out names to protect the guilty and the innocent):

I wanted to share with you my experience in purchasing a car battery. I went online to price batteries because I was advised to get a new battery. While researching, I saw a button that said "pick up in your local auto center". I selected it and put in my phone number where I was contacted immediately. I was then connected with a gentleman named J***. He assisted me in confirming a battery for my make/model, and completed my purchase. He told me that I would need my reference number, photo id, and the credit card number. I was given reference 6******. He told me all I would have to do is go to the auto center, give the three items he mentioned, get my battery, get it installed and be on my way. Sounds easy, sounds efficient. Well, my experience in the S*** Auto Center in Westland, MI was anything but easy and efficient. I went to the store at 10:20 a.m. I walked in and there was a gentleman behind the counter named T**. I told him that I bought the battery online/phone and here's my reference number. He said "I don't know how to do that." I said well, I was told that you need this number, ID, and credit card. He just looked around and said he didn't know how to help me. I asked if someone else could help. He responded that "I don't have a manager in today." I asked him if he could call someone. He looked around at another gentleman in the store named C*** and asked him if he knew how to help me. C*** said that I needed to go to package pickup, that they would need to get the battery from the lobby I was standing in, they would carry it over to package pick up, give it to me to put in my car and drive it back over to the auto center. That doesn't sound convenient or efficient. C*** said that the online/phone service people do not know that the store is not connected to the main Sears building. So, I drive over to customer pickup. When I walk in, I'm told that the computer system is down. Nobody knows what to do with this reference number. C*** who was in the auto store who walked over to the main store was trying very hard to help me and truly appreciate him going the extra mile. He was the only one who showed me true customer service. About 20 minutes later he comes out and says that I should have received an email confirmation. How can I get that when J*** never asked for an email address? I asked C*** if I could get to a computer to show him where I went on s****.com and how I purchased this battery. He took me in the back area and allowed me to go online. Just like I did at home, I put in my phone number and got a phone call. I was connected to J*** again (thank goodness it was someone that knew what I was talking about). He had me put C*** on the phone and then called over to the auto center to speak with T** to tell him how to pull up my order. By the time I drove back over to the Auto Center, 45 minutes had passed. I walk into the store and T** is on the phone with J*** and is holding my paperwork. Finally I feel like we are getting somewhere! He gets off the phone and proceeds to wrap up another customer and then moves on to me. He did apologize for not knowing what to do and for sending me to the wrong place. However he then goes into complaining about why I would purchase online when I have to come into the store anyway. Then a customer comes out of the lobby to ask about his car and Tom proceeds to get defensive, use the word "Hell" and says that he is only one person and can only take care of one person at a time. He then goes back to complaining about why I ordered online. He then hands me paperwork to sign after asking me if I paid over in package pickup. I explained again that I had nothing to do with package pickup other than the wasted trip. I paid online and
proceeded to show him on his own paperwork where it shows that I paid. He then asks if I would like him to carry my new battery to my car. Why would you do that when I paid for installation? He looked surprised and I show him on his own paperwork where I paid for installation. So, he had to do the paperwork again and set it up for installation, while continuing to chastise me for doing this online. I realize that I am younger than him, but I felt he was out of line, however I did not feel comfortable telling him that I didn't appreciate his comments for fear that he would keep me there even longer then I have been waiting (we are over an hour at this point). He gets it all set and I proceed to sit in the waiting area. The service gentleman takes my car and I watch him replace the battery through the window. I did not get his name, but he was efficient. When he finished my car, I watched him drive around to the front of the building. As he was walking in, I asked T** if all I needed were my keys. He said no, there's more paperwork and once again complained about me doing this online. It's been a long time since I have been this frustrated over an experience in a store. If he had only apologized, I could have accepted that, but he didn't. By the time I left I had been there over an hour and half. I was never offered any sort of compensation. (In customer pickup it says you get a $5 certificate if it takes over 5 minutes to get your order -- it sure took longer than that). I originally did not plan to purchase online, I was only shopping around. It seemed efficient, but quickly turned into a nightmare. I have apprehensions about making any purchases related to your auto center, ever again. I would suggest that the employees in the auto store know how to pull up these types of orders, as well as learn to complain somewhere else other than in front of your customers.

A Moment to Remember

I have to admit that I have not been as political over the years, as I used to be. However, when I heard of President Ford's death, I knew that being in Michigan, I had an opportunity that I did not have before and probably would not have again. Yesterday, I took Elijah to the Gerald R. Ford Library in Ann Arbor to sign the condolence book. Even though he didn't understand what he was doing when he wrote his name down, I thought it would be something he would appreciate later in life. Years ago, Gary and I went to Grand Rapids for a mountain bike race. I remember dragging him to Gerald R. Ford Museum. He was kicking and screaming a little at first, but once we were there, I know he enjoyed it.

Happy Birthday Glenn!

Happy Birthday to my brother-in-law Glenn! I don't know if he's in town or out of town, but I hope his day is great!

When Will It End?

I saw my friend Kevin just before the holidays and it looked like he was doing well. This morning I got a call that he was back in the hospital and has had complications and infection. The details are gross, so I'll spare you, but if you would please continue to pray for him.

Merry Christmas!

Merry Christmas everyone! I hope that everyone had a great day! Elijah had a great Christmas and received some great presents! Thank you to everyone!

Last night we had to sprinkle the magic reindeer dust in our yard (Thank you Aunt Laurie for providing the magic dust). Then we had to write Santa a note, lay out two cookies and a carrot for Rudolph. One problem: we didn't have a carrot! Thank goodness Aunts (Aunt Betty) came to the rescue and sent a carrot home with my mom. Elijah was about to make me write an apology letter to Rudolph if Aunts hadn't come through for us. From there, Elijah was trying to set up his hiding place to wait for Santa. After I reminded him that "he knows when you are sleeping, he knows when you're awake," I convinced him to lay down and watch a movie. He was out within 15 minutes!

Needless to say, he was very excited this morning and had a great day! Merry Christmas!

Feeling Charitable?

As I mentioned months ago, I started a scholarship fund in Gary's name via Tau Kappa Epsilon Foundation. If you feel like giving, click on the link, choose Named Scholarship Funds, and just before you get to the end, note: Gary Dysarz Memorial Scholarship - Rho Tau Chapter. Donations are tax deductible and it will help other Tekes (and hopefully Elijah) in the future, as well as carrying on Gary's name! Tis the season for giving!

Milestone Day

Happy Birthday to my boy! It's a milestone birthday! Where does the time go? We've been celebrating since Saturday, but it's official now! We even went to Toys R Us where they gave him a crown, balloon and called his name over the intercom. He had fun!

Super Saturday

I wanted to post this last night, but I was too tired from such a super Saturday! The day began with pickup up the cake for Elijah's birthday party. Then it was rush home and wait for the special phone call . . . from Santa! It was a great call and Santa touched on everything . . . from talking about what Elijah got last year, to doing well in school, karate and his new belt. He also talked about how Santa's elves go out an spy for him and a lot of times they take the form of a dog . . . like Sasha! He also talked about Gary. It was so nice. I was only bummed that there was a minor snafu in the time, so I didn't have my video camera handy to tape it. Oh well, there's always next year!

Elijah's party was great! Everyone seemed to have fun. He got LOTS of presents and wanted to open each and everyone of them last night! I think the best surprise of all was that my brother Keith came and brought my nieces and and nephew. It was great to see them and I think they all had fun!

Other than that, tomorrow is my last day of class before a two week holiday break! I am SO excited! Today Elijah is singing at mass with his Sunday school class. He's not awake yet, so I guess I will have to wake him up soon! I still have some shopping to finish! Enjoy the rest of your weekend!

Kevin is also out of the hospital and is recovering. He's in a lot of pain, but he is starting to sound better. Thank you for keeping him in your prayers.

Another Update

I went to see Kevin last night in the hospital. He's in a lot of pain, which I am not surprised considering the type of surgery he had. What surprises me is that normally this type of surgery is outpatient and they send you home that day. However, there were apparently some complications during surgery and his heart stopped twice and he stopped breathing once . . . WHAT! No one mentioned it to him or anyone else until hours later when they were admitting him. The marks on his chest from the paddles just went away. His dad told him it must not have been his time. I told him it better not be!

The plan is to release him today, but not for sure. I'll keep you posted. Please keep him in your prayers. I've known him since I was four years old and he is a brother to me. He had helped me through some of the toughest times of my life and he has been with me through the happiest. I don't know what I would do without him.

Kevin Update

My friend Kevin had surgery today. They had to remove "the other one" because of the cancer. He came through surgery fine, but is in a lot of pain. Once the lab reports come back, we'll know if he needs chemo and/or radiation. Please keep him in your thoughts and prayers.

More Birthdays and Other Stuff!

December has a number of birthdays for my family. Most recently, two of my cousins: Debbie and Lorie. Happy birthday to you both!

I got my grade on my final paper for my last class . . . I got 200 out of 200! He wrote in the comments: "One of the best papers I have ever read!" WOW! I thought that was really cool! Thanks to that grade, I'm getting an "A"!

Elijah is testing for a new belt today. I should have more to report out on later!

Enjoy your weekend!

D-Day . . . Bad Day

Today's D-Day where most are membering Pearl Harbor. I remember it is a bad day. I was kind of emotional today. I was ready to burst into tears at any moment, but I held it together. A few people I work with that Gary and I knew, remembered what day it was. Not much else was said. Thanks for those who remembered, I still can't believe it's five years later.

The Day Before

Well, tomorrow is the day . . . it will be 5 years since Gary passed. I can't believe it is has been that long. In some ways it feels like yesterday. I try not to dwell on it, but I still miss him very much. I thought it would get easier, but the only thing that gets easy is that I don't think about it everyday. I'll probably be okay tomorrow since over the last few years, the day before has been worse (thanks to anxiety over the day coming). I only ask that you take a moment to remember him. Think of a funny story, or something he did that made you smile. I would absolutely love it if you would post a comment about what you remember. You don't have to create a log in, just post as anonymous (but put your name in the text, so I know who you are). I would also ask that you cherish your loved ones tomorrow. Give them and extra hug, kiss, and tell them how you feel about them. You never know what tomorrow holds . . .

Nutcracker

Today I went to "The Nutcracker" at the Detroit Opera House. This is the second year that my niece (and Goddaughter), has had a part in the production. It was a great performance, the only thing is it was hard to see her because of her costume, but I know she did well. I'm so proud of her!

The Week in Review

Sorry I haven't had a chance to write before now. It's been a busy week. There were a few birthdays this week: my dad, and my nephews: Aaron and David. I hope all of them had a great birthday!

Elijah is testing for a new belt next week, that should be fun! This weekend we have a birthday party today and the ballet tomorrow (my niece and Goddaughter has a part in it). It's also the last week of class.

As of Tuesday, I'll be starting a statistics class. Normally I would say 'yuck' but since it is using Excel, hopefully it won't be too bad. I looked over the syllabus and I have to do a paper, as well as some team projects. The nice thing is that I'll get a two week break for the holidays! I can't wait!

Have a great weekend!