Dreading making this call - Big Big Forums

sunniekiss · 10-15-2009, 02:04 PM

I so do not want to make this call but I have to, no choice. I know it is not going to go anywhere & will be pointless but I did promise to try.

A former customer had a job go really bad & I mean REALLY REALLY bad. Her cabinets are 4 different colors bad. Thing is that was 2 owners ago & neither of the former owners want to take responsibility for the matter. Their feelings are that this is a warrenty issue & should be taken care of by the manufacturer. They have agreeded to pay labor & travel expenses but that is it.

The manufacturer claims that we never contacted them about this job however I have records of registered letters, faxes, phone calls & emails since I started working here in 2007.

Did I mention this job was in 2004 & that the manufacturer is going out of business?

The customer called the manufacturer yesterday & she said they were beyond rude to her & she wants a refund. We can't do that for her since we weren't the owners then. She needs to sue the former owners.

Anniston · 10-15-2009, 03:09 PM

Sorry to hear that you are in a pickle like that. Hopefully the ticked off party will understand that it is the previous owners that they should have the gripe with.

jasmine · 10-15-2009, 03:22 PM

ick, hopefully the person doesn't get ticked off with you!! Good luck, I know I wouldn't want to do it.

cabby92 · 10-15-2009, 03:47 PM

Has she been fighting this since the installation in 2004 and it isn't resolved yet? It seems like whoever she first complained to should be handling it.

whatever · 10-15-2009, 05:44 PM

I don't understand why she let them install them if they were four different colors to begin with? Unless she does not live near by the place they were redoing? Cause I would have opened EVERY box and inspected BEFORE they installed. Heck we do that with side jobs even though they are not our responsiblity to do.
And I agree with another poster if its been since 2004? I'm confused why its still taking so long?
I feel for you. Because I know as a buyer I would be peeved and you loose focus when on the phone sometimes (even though you know its not the person on the other ends fault) and want to get results and get testy.
I'm guessing the previous company ordered the wrong ones and thats why the man. won't do anything for her?

SLance68 · 10-15-2009, 07:34 PM

Yeah let her try to sue someone - it will do nothing but remove her from her money further. If the manufacturer is going out of business she will have to file a claim with the bankruptcy court and she will probably get nothing there either. As for the company you work for or the former owners she is out of luck there also as I am sure there was probably no more than a 1 year labor warranty - they owe her nothing. She should have done all of this back in 2004 and contacted an attorney then not now. I guarantee that the manufacturer will say it is different colors due to something she did to them and that is where it will stop. Very hard to prove 5 years later.

sunniekiss · 10-15-2009, 08:30 PM

This is a summer home for her so she is only up this way maybe 4 or 5 months out of the year. She was living in Florida when the job was installed so she didn't notice it right away.
She has had alot going on in her life so I can relate & that is why I was fighting so hard for her. We hadn't heard from her in almost a year so we thought the company had fixed the job.
I must have the golden touch b/c I got them to agree to send someone out to look & correct the job. I guess it helps when you document everything you do & say & to whom you said it to.

fleabones3 · 10-15-2009, 08:35 PM

Thats great!.. now lets hope they follow thru with what they say. congrats on a good job

mosdata1 · 10-16-2009, 10:59 AM

Great job! I hope this customer appreciates how much you did for her.

newwiccan · 10-17-2009, 12:16 PM

Quote:

Originally Posted by mosdata1

Great job! I hope this customer appreciates how much you did for her.

I agree!

sunniekiss · 10-19-2009, 11:54 AM

Sometimes it works to be nice to people & not yell and scream at them. I do understand her frustration but yelling & screaming don't work.

I know the ones who yell at me their files somehow go to the bottom of the pile.