Two weeks ago, I wrote about our frustration with our washing machine warranty company. I’d like to tell you that the warranty company called us back the next day and approved the issuance of a check to cover the full amount of replacement.
I’d love to tell you such a story, but it would be a fairy tale more unbelievable than Cinderella (have you ever ridden in a pumpkin coach pulled by horses that used to be mice?) or Snow White (wouldn’t you be suspicious of an apple given to you by a scary looking old woman who pressured you to take a bite right now?) I’d politely say, “thank you,” and then toss it in the trash…and then run like crazy. Yeah, that’s exactly what I would do…
The warranty company did call a few days after the second repair person came to the house. They told my husband how much the replacement washer cost and then proceeded to offer him $70 less. (Huh?!)
My hubby explained that we purchased a repair or full replacement warranty and asked what he needed to do to get the other $70. The customer service (I use the term loosely) rep proceeded to explain that there was a pro-rated deduction based on the age of the washer, but the itty-bitty fine print on our warranty contract stated absolutely nothing about any pro rating.
Hubby then talked to the supervisor. This time, they told him a different reason for a deduction – and they were offering even less money! Again, hubby asked them where it said that in the contract. They read off some mumbo-jumbo, which was not in the paperwork we had in front of us.
I don’t know that much about negotiation, but I’m fairly certain that it’s supposed to result in a larger settlement amount. I began to have serious doubts about my husband’s negotiation skills. For a brief moment, I considered getting involved, but with the way things were going, I figured I’d end up writing them a check before the call ended. So, I let hubby continue, even though he was getting quite upset.
After leaving my husband on hold for about fifteen minutes, the supervisor came back and agreed that my husband was right – we were entitled to a refund of the full amount we paid for our washer (which was $20 more than what the replacement cost.)
And then we got the check in the mail and lived happily ever after with a whisper-quiet washing machine, right? Not quite.
Several days later, we got another call from the warranty company. The settlement offer they presented was the full purchase price, less the $187 repair bill for the guy that couldn’t do anything because parts weren’t even ordered.
Hubby was irritated that they came up with three different reasons to offer us less than replacement and told them he felt like he was being jerked around. He argued that we shouldn’t have to pay that bill because they didn’t even do anything. I think the lady just wanted to get rid of him, so she agreed to settle for the entire replacement amount.
My opinion of my hubby’s bargaining skills improved slightly, but I’m still not so sure I’d want to take him to buy a new car. For several days, I waited for another low-ball phone call. But now the wait is over, because on Monday, I found our check in the mailbox for the full purchase price of our washer.
Hallelujah! This ordeal is finally over. I’m depositing that check first thing in the morning before they change their mind and stop payment on it or something. I bet this never happened in the olden days of washboards and buckets 🙂
I guess our nightmare did have a fairy tale ending (sort of.) Do you have a story of a business interaction with a fairy tale ending?