“The Customer’s Always Right” – right?

There’s an old adage that says, “The Customer’s Always Right”.  I grew up believing that.  And in retail stores, as in most businesses, customers ultimately pay the employees salaries. Without customers, there is no business!

Working from that premise I decided to take my complaint to The Store Manager.  The Store Manager is one of those lofty individuals that can say YES after other store employees, that have been programmed to do so, say NO.  So when I ask to “speak to the Store Manager” I’ve come to expect that my concern/complaint/issue will be given the proper solemn important attention that it deserves.  After all, MY PROBLEM is of the utmost significance to me, and therefore should be to The Store Manager as well.

Well that’s where I was wrong!  Let me give you a little background:  At issue is the fact that while still under warranty our television lost video and audio reception.  It was wrongly diagnosed twice by The BIG BOX STORE’s repair dude and the manufacturer’s Support Team and finally after more than 6 months of on-again off-again T.V. it was determined that the panel is bad (whatever that means?).  Of course now our television is no longer under warranty.  Had the correct problem been identified back in February, parts and repairs would have been covered.  Now we are looking at a $1,280.00 part plus labor costs of several hundred dollars!   

So I went to speak to The Store Manager to see what she could do to help me.  After waiting the better part of an hour (several other assistant managers and such tried to intercede on her behalf but I knew that my problem was likely out of their authority to resolve – so I waited) the Store Manager finally arrived clearly annoyed that I had insisted on speaking with only her.  Immediately her demeanor was combative and extremely rude.  When I asked her why she had kept me waiting so long, her response was, “You are not my boss and I don’t have to explain myself to you!” 

Wow!  I worked in retail years ago and that would have been cause for immediate termination ‘back in the day’ but this was THE STORE MANAGER – I guess things have changed.  Wowzer!  Needless to say, she did not appreciate my “rightness” and I am now dealing with her supervisor, and The Better Business Bureau, and The CEO of BIG BOX STORE and God only knows who else.

I’ve been assured, by a VP of BIG BOX Something or other, that EVERYTHING will be repaired at no cost to us, but I’m still waiting.  And I’m still waiting for my letter of apology from The Store Manager.  Hope hell doesn’t freeze over the day that arrives!

Is it so wrong to be right?



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