So last weekend, July 4th weekend, my wife and I went to Sears and bought a new stove and a microwave/vent combo. While cooking brisket on Memorial Day our old stove went tits up. She finally had it up to here not having a working stove, so we went out and bought one, on sale. Got everything ordered, and arranged for delivery and install this Thursday, the 11th of July. Took the day off work to be there for the delivery, as my wife was unable to.
Wednesday I got two calls, one saying they’d deliver from 10 to noon, the other from 2 to 4. For some reason the microwave was delivered separately from the stove. So I had to take the whole day off from work, using up the last of my vacation days.
About noon, maybe a little later, the first guys show up with the stove. They called 15 minutes out, and I said I was there and ready, and noticed that my phone was dying so I put it on the charger. They rang the doorbell, I let them in, they are in and out in 45 ish minutes. Nice guys, tipped them a $20 for their troubles. While they were there I did a little work outside with power tools, but once they left I was back inside on the couch watching Major Crimes we’d dvr’d (it’s a continuation of The Closer but without the closer lady). I didn’t clean out the pool in the back, as I was afraid I might miss the microwave guy. Didn’t run the dishwasher or washing machine for the same reason. Even didn’t get on my pc and play video games since it’s in the guest room, and I might not hear a knock on the door. (I’d hear he doorbell in any room in the house, it’s veryvery loud) Just sat there watching tv, on the couch about 10 feet from the front door, and before too long it was 1pm, then 2pm, then 3pm and I was getting annoyed. Then it was 4 and I thought I’d be nice and wait a little longer, just in case of traffic or something, and then it was 4:30 so I go check my phone, which had been recharging on the thing in the kitchen.
Well, it turns out that I forgot to take off the case first, so it didn’t recharge, and just died. So I take off the case, charge it up a bit, and sure enough there was a missed call. From a number I did not recognize, and I assumed it was them as it was from 1:30ish.
903 860 3176 was the number. I call, and ask if this is the install guys, the man who answered said yes, so I ask where my microwave is? He then takes five minutes to figure out my phone number, and then puts me on hold while he looks it up. Comes back five minutes later and says he called me earlier and his guy came and went to or door and rang the bell and I was not there. WTF? I sure as heck was! I’m still here! Never left! From the get go once he came back after putting me on hold he was rude and crochety and an ass. And he called me a liar, and said I was on drugs or something. What. The. Hell?
He would not tell me his name. He said the guy would not come back today, because he had more clients. I said well, he didn’t install anything here so he should have enough time to come here and install it, unless y’all overbooked or something. Crotchety Old Guy said they could come back on Monday or Tuesday. I said I could not take another day off from work. Crotchety Old Guy again accused me of lying and said I was not at the house today, so maybe I should’ve thought of that before doing whatever it was I was doing other than being at my house. I said I was there, I was here, no one came to the door other than the guys from the stove and the mailman. I heard him come and drop off the mail, think I would’ve heard someone else at the door, especially if they knocked or rang the doorbell. We’ve got a big knocker, it’s quite loud, and the doorbell can be heard in the entire house. I even checked when he was on the phone, by ringing it, and he could hear it through the phone. That’s when he said I was making no sense and must be on drugs. Which is when I asked to speak to his supervisor.
And he said he was the supervisor. Huh, your customer service skills suck. (didn’t say that, but thought it). Asked his name again, was told it was none of my business. Asked for the name of the company, said that, too was none of my business.
Now, I was in phone based technical support, and billing, for several years. I know the “I’m the supervisor” ruse. We used it while working the night shift when there was no supervisor there, although we figured out pretty quick it was much better to designate another co-worker as the supervisor and let them talk to the customer, as usually they felt better having felt that they were talking to someone else, not the person they were having a problem with. Just talking to someone else generally made them calmer. And usually once you got them out of that attack mentality we could get down to solving the problem they were having which caused them to call to begin with. You reassure them that someone is there who cares about your problem and help them. And it works. And usually by the end of the call they are all calm and happy and usually no longer mad at the tech. This guy was not doing it right. He was doing it in the “I don’t want to be in trouble” way. Which I also saw a lot of while I did that work. Now, we did have an incident where a tech had helped out a customer, and then after the tech went home the guy called back, and once he knew the tech was not there he then called 411 and tried everyone with that name in the Dallas area till he found the tech’s home number, and then called him. Repeatedly. Over several days and at all hours of the night. And when the tech finally was like dude never call me again at my house, the customer called in and complained! After that, for privacy/protection, we could give out a fake name, as long as the managers knew what that alias was. So giving a fake name is not always a sign of ill intent. But refusing to give out a name, or the name of the company, is. And this guy was refusing to give me his name (or an alias, it’s not like I would know it was fake) or his company’s name. And now he was saying he was not the supervisor, he was the owner of the company. Huh.
I said “if you think you are in the right, if you honestly thik you are, and that your guy came to my house and rang the doorbell and I was just not there, then why _not_ give me your name and company name? Why hide it?”
That’s when he started talking about cancelling my order, and I’d just be out the money. I said hey, I paid y’all to deliver this today and you haven’t, and he got even more belligerent, said I didn’t pay him, Sears does, and I was just out of luck, because their policy is not to go to a house twice. I said it would not break your policy because you haven’t been here yet!
I asked him where my microwave was now? He said when his guy was done for the day he’d take his truck home, and that was that. So, he’s taking my microwave home with him? Isn’t that theft? No, he was returning it to the store first, am I some kind of dumbass. What store? “You don’t know what store you bought this from? You _must_ be on something!” No dumbass, is he returning it to Sears or to your store? He did not appreciate being called a dumbass. Tough. I don’t appreciate being called a liar and accused of doing drugs.
Now his voice was getting higher.
And I got even calmer, because, again from all that experience, I know that really pisses people off when you are calm and they are all flustered.
I asked if his guy left a note on the door, like UPS or FedEx or the Post Office does. No. Did he take a picture of the front of my house, to prove he’d been there? No. So how do they know he was here? Because he called my phone and I didn’t answer. Somehow, in Crotchety Old Guy’s view, that indicated I was not home. I am not sure how that is so, and if he was truly solely going by that then he was kinda admitting that his guy didn’t ring the door bell or knock. He didn’t like that, I shouldn’t be calling him a liar. Well, Crotchety Old Guy, you’re calling me one!
It devolved further from there. He just kept shouting that he called and I didn’t answer. I kept asking for his name, and the company name. He would give me neither. I said, talk to the guys who installed the stove, they were here right around that time and I was here. Crotchety Old Guy said he didn’t care if I had a stove, washer, or furniture installed, I was not there. I said I was, and again asked his name. He said I wasn’t making any sense and hung up.
Then I called Sears from the number on my receipt. The lady I talked to there was very nice, and unfortunately by then it was 5pm-ish, and it was too late to send anyone else out. So we scheduled another company, not the one Crotchety Old Guy works for, or owns, or supervises, to come out next Saturday, the 20th.
After talking to Sears I checked my voice mails on my phone, which was now nicely charged up, and there was one that I couldn’t make out other than “staticstatic Sears Installation staticstatic” at 1:30, and two from the Crotchety Old Guy saying “Hello, Hello, anyone home?” on the voice mail of my cell phone at 1:40. Perhaps I should’ve given them the house number instead, but I figured if I was in the yard doing something I could have my cell phone with me, and same for the bathroom. In the future, I’ll just give them the house phone, but still, dude should’ve knocked on the door, or rang the doorbell, if he even came by.
Then today, I get a call from a blocked number, saying she’s the secretary for The Installer. Installer of what? The micro-hood. Ok, I guess this is the different company, she asks about delivering this Saturday, I say no, it was supposed to be next Saturday. Then she says she is recording the call, wishes me a nice weekend, and hangs up. Now I’m thinking she was with the Crotchety Old Guy Company.
Looking that number up on google, I get this info from the Texas Department of Licensing and Regulation Result Listing:
FEAGLEY, FRANKLIN C
1945 FM 1448
SCROGGINS TX 75480
County: FRANKLIN Residential Appliance Installer
License #: 167954
Expiration Date: 06/02/2014
Phone: (903) 860-3176
I don’t know what the company name is still, but from looking around on the Licensing and Registration website I see that Franklin, MJ, and Bradley Feagley all are licensed with the state to be Residential Appliance Installers, and Franklin is also an Electrical Apprentice. So I think I will be taking this up not just with Sears and the BBB, but the state licensing people, too.
A quick look on the BB website shows nothing for Appliance Installer, Dallas, Tx, nor anything for this phone number.
Now, a quick look at the Franklin County Tax Appraisal District’s webpage, shows two Feagleys: Franklin at a different address, 1847 FM 1448, and Roy Lee at the address above. Google Maps Street View of 1945 FM 1448 does not look like a business, but you never really can tell with street view, or Google Maps for that matter, especially in the countryside.
Wonder if Roy was the Crotchety Old Guy, and maybe Franklin or Bradly, or MJ was the driver who didn’t show up? Maybe MJ is the woman who called today? Dunno.
Playing the Devil’s Advocate, it is possible that their guy did drive up yesterday, and seeing no car in the driveway (the truck and the Hyundai were around in the back, on the other side of the gate), he decided not to walk up and see if I was home, but just called, and getting no answer then drove off. It’s still wrong, and if that’s the case I can understand that, but man up and admit it. Don’t tell me you came to the door and rang the doorbell when I was right there all afternoon!
Also I find it odd that they came by early, 1:30ish allegedly, and stayed for “15 minutes” which is still not the time they were supposed to be coming. So if I had, say, worked that morning and was on the way there, which was not the case, and I arrived at 1:50, I’d still have missed them, so wtf?
So, anyone know how to find out the name of the company that was supposed to install my microwave yesterday, since Sears said they couldn’t tell me?