RE: Sears Wins 2005 "Not My Job" Award

["Blanchard, Michael (InfoSec)" <Blanchard_Michael () emc com>]

 wow, sounds an awful lot like the experience my Reason-For-Being and I went through to get our new washer installed, 
but not from Sears, from Lowes.  We actually bought one from Sears at first, we were told that they had them at the 
warehouse and delivery would occur in 3 days.  My R-F-B is also very careful about the laundry and all her household 
activities, no complaints from me :-)  Well, we got a call on the day that it was supposed to be delivered, and they 
said they wouldn't actually have them for another 2weeks and one could be delivered then... We canceled that order and 
found one from Lowes.
   Lowes said that they could deliver in 2 days, great, we bought that one....  They delivered 3 days later, a faulty 
unit, wouldn't spin with a load of laundry in it... Another week goes by and they bring another washer, also faulty... 
Would only spin with less then half a load of laundry...
   Well, after all that we canceled that order, bought one from a local "mom-and-pop" major appliance store, they 
delivered the same day, installed and up and running perfectly no hassles... The delivery guys even stayed to make sure 
that a full load of laundry would work ok in their unit, it did.  I think their unit was $100 more, but well worth it 
in the end.... We will now get all our stuff from there and forget Sears or Lowes...  My R-F-B will not even set foot 
in a Lowes to save her life now...

  I feel your pain Rob!

   Mike B


Michael P. Blanchard 
Antivirus / Security Engineer, CISSP, GCIH, MCSE, MCP+I 
Office of Information Security & Risk Management 
EMC ² Corporation 
4400 Computer Dr. 
Westboro, MA 01580 
email:  Blanchard_Michael () EMC COM 

-----Original Message-----
From: funsec-bounces () linuxbox org [mailto:funsec-bounces () linuxbox org] On Behalf Of Rob, grandpa of Ryan, Trevor, 
Devon & Hannah
Sent: Wednesday, December 21, 2005 12:35 AM
To: funsec () linuxbox org
Subject: [funsec] Sears Wins 2005 "Not My Job" Award

Or, Never Let Salespeople Try to Install Your Dryer

(Nothing to do with security, of course ...)

I, of course, miss my Reason-For-Being when I am away travelling, but
for some odd reason she misses me, as well, rather than being relieved
at not having me underfoot all the time.

So I was coming back from a teaching trip, and not only was it a back-
to-back set of two courses (one of which had been changed in mid-
trip), but, as she was starting up a load of laundry, the good old
washing machine starts making the "load of ball bearings" noise that
the repair people had been unable to diagnose.  What's worse, this
time around it starts making dripping sounds, and, sure enough, soon
there's water running out from under the machine.

So, after some investigation and discussion, we decide to get a new
washer and dryer.  And after more investigation, decide on some
machines.

(I have to point out that my Reason-For-Being is very careful about
the laundry, so much so that it is almost physically painful for her
to have to use someone else's machines, and see the difference that
results from lesser attention to the details.  Laundromat machines are
just not in the picture.)

One of the possible machines is Sears house brand, Kenmore, so we
toddle down to the local Sears.  As luck would have it, we run into
the Excellent Sales Representative for 2004 in Major Appliances.  We
discuss options, measure machines (the space is tight, so we don't
just go on the stated sizes), and we buy a set of machines.  And pay
extra for delivery and installation.  We specify evening delivery, so
that Gloria, who has, let's face it, good cause for not trusting me
with a washrag, can be there to ensure that, when the old machines are
removed, the floor and walls get a good scrubbing before the new ones
are put back in place.

We are told to disconnect the old washer from the taps ourselves, and
to buy ten feet of four inch metal dryer conduit.  So we do that.

That was Sunday.

Tuesday night, dispatch tells us that we are on for 5 pm to 7 pm on
Wednesday night.

Wednesday afternoon, the delivery guys call.  They are in the area,
and can they install the machines now, instead of tonight?  As a
favour to Sears, we agree, even though it isn't very convenient.

The delivery guys come.  They complain about the dryer vent.  They
create a leak in the tap when connecting the washer (which they
install first).  Then they complain about the space, and refuse to
install the dryer.  And leave.  Swearing.  (They are swearing, not me.
Although my blood pressure is starting to get a little high.)

(Parenthetically, *everyone* I've told this story who has ever
installed a washer and dryer, professionally or otherwise, has said at
this point that you *always* install the dryer first, and then the
washer.)

I call the store.  Can't get our ESR for 2004.  Another sales
representative snippily informs me that *she* always measures the
machines.  (We had.)  I call back, and finally get our ESR2K4.  She
says that she has already called a service person, and we will be
getting a call in the morning between 8:30 am and 10:30 am to tell us
when he will be coming.  Since this is exactly the time I am out most
days, I ask if she has given the service dispatch my cell phone
number.  No, she hasn't.  Can she call them back and give them my cell
number, please?  At this point, for some reason, she gets really
vague, but indicates that, no, she can't.

I call the store back and ask to speak with the manager of major
appliances.  The MMA is naturally appalled, and vows that a) we will
not have to pay for the delivery/installation fee, and b) we *will*
have working machines by the end of Thursday.  He will also ensure
that the service person gets the cell number so that I'm properly
called.

Thursday morning I get a call from Sears.  Not the service dispatch,
the delivery dispatch.  Was I satisfied with the delivery service?
The delivery dispatch gets a bit of an earful.  Delivery dispatch has
a series of questions, to most of which I have to answer "no."  As in,
no, the ESR2K4 did *not* provide us with the pamphlet that outlined
delivery and installation requirements.  And so on.  (As far as I've
been able to determine, nothing whatsoever results from this phone
conversation.)

Somewhat later I get a call from the service guy.  He will be there
between 1 pm and 3:30 pm.  So I stay home all afternoon.  At 3:35 he
shows up.  I'm a little concerned at this point, since I have to leave
at 4:30 myself.  However, my concern was groundless.  He looked at the
dryer vent and the dryer plug, announced that he was neither a vent
person not an electrician, and left.

I drive down to Sears.  Fortunately for any sales reps that I might
have encountered, the first two people I see are the ESR2K4 and the
MMA.  I outline the events of the day.  They start asking questions
about the space, and I offer to let them look for themselves.  They
decide to come.  So I end up with the ESR2K4 and the MMA in my
kitchen, looking at the washer and dryer.

Then they try to fix it.

I tell you, the sight of an ESR in a slinky dress and strappy high
heels trying to crawl behind a dryer, and an MMA in a blue pinstripe
suit down on the floor looking up a dusty dryer vent pipe is one to
behold.  Almost worth the money I was losing as a magazine and an
encyclopedia were waiting for articles and a lawyer in Dallas was
waiting for research.  But not quite.  Despite the attempt to show
that Sears staff goes that extra little bit, experience does tell: the
MMA mangled the dryer vent elbow fitting (and then complained that it
was no good anyway because it didn't have the right bracket on the
end) and the ESR crushed the new dryer vent pipe.  (The ESR, in
testing to see whether the dryer was working, didn't bother to take
out the shoe drying shelf, and didn't see any particular problem in
the crashes and thumps going on inside as the dryer turned.)

My Reason-For-Being found a competent handyman who came and installed
the dryer and fixed some problems with the installation of the washer.
The MMA agrees (I have, by now, memorized not only the phone number
for the Sears store, but also the process for getting through to the
right person, which isn't easy) to take some money off so we can pay
the handyman, but then the ESR welshes on the deal and I have to make
multiple calls and visits to the store to get that straightened out.

Final score:

Sears: installation people who won't install, service people who won't
service, muddy bootprints all over the kitchen and dining room,
complaints and swearing, four and a half hours waiting for people to
show up when they said they would, three visits and four people on
site for an hour and 45 minutes, nine phone calls to the store, six
visits to the store, one untested and partially installed washer, and
a dryer in the middle of the kitchen.

Competent handyman: a little drywall dust, installed and tested dryer,
refit and re-leveled washer, thirty minutes.

copyright 2005, Robert M. Slade


======================  (quote inserted randomly by Pegasus Mailer)
rslade () vcn bc ca      slade () victoria tc ca      rslade () sun soci niu edu
             Living well is the best revenge.
                      George Herbert, 16th century English clergyman
http://victoria.tc.ca/techrev    or    http://sun.soci.niu.edu/~rslade
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Note: funsec is a public and open mailing list.