Sunday, August 27 - I get a call @ 10:30 in the morning. It's "George". He calls to tell me he couldn't get the video card for my TV. So he wouldn't be coming out this week to fix it. Great. I tell him that I called the retailer the day before and that I was able to get them to come out and look at my TV on Tuesday. I told him I would no longer be in need of his services. "Oh, that works out better for me." I'm glad this was all about "George" and not my TV.
I call La-Z-Boy later that day to talk to my salesperson. I am told they had talked to their manager and asked that I give them (La-Z-Boy) a few more days, till the end of the month. "OK, I'll give you till the end of the month." I explain that I feel they haven't been entirely forthcoming w/ me, and that I wished they had explained the situation to me sooner. My salesperson didn't get it. "But we told you everything as soon as we had any information. We only figured out entertainment unit had been discontinued 10 days ago."* "We don't like to alarm customers w/ news about pieces being discontinued until after we've made an effort to find those pieces elsewhere."^
Monday, August 28 - I come home from work to find a service note on my counter. My dishwasher has been fixed. The drain below the garbage disposal was cleaned out and he added de-foamer to mix. The last thing to go was the first thing to be fixed.
Tuesday, August 29 - The service guy from BestBuy comes. "Bob". He takes a look at the TV, asks me a few basic questions, the proceeds to fiddle w/ it. When he's done fiddling, he determines that the video card needs replaced. At least we're on the same page. He doesn't have the parts on hand, he has to order them. He says it will take 7 to 10 days and when the parts arrive, he'll give me a call. He seems surprised that I'm so understanding about the wait. "Well, my TV has already been broken a week, what 's one more?"
Friday, September 1 - The service guy from La-Z-Boy shows up. Finally. It was already 1/2 way through the 3 hour time window; I was afraid he wasn't going to show. I explain to him what happened; he takes a look at the couch. I press down on the middle of the couch and you can hear the squeaking and feel the bottom "drop" as one piece of the couch passes the support its supposed to be attached to. He tells me they'll come and pick up my couch, keep it for about a week. He explains what he thinks happened and tells me it's an easy fix, but a pain to get to. They have to tear the whole couch apart. Huh? That's easy? He says he'll call me later that afternoon or Saturday to set up a time to pick up the couch. I do not hear from him again that day.
Saturday, September 2 - I don't hear anything from the La-Z-Boy service department. Not even a peep.
*
A word about this. This is exactly what I was talking about, and La-Z-Boy didn't understand. When they realized the entertainment unit was discontinued, I wanted them to call me. That same day.
^ Riiiiight. So two and a half months of no answers won't alarm a customer, but the gospel truth will?
