My Dad is great. When he comes to visit, he crosses ‘home projects’ off the list faster than Usain Bolt. Recently, when our Kohler faucet was leaking, ‘Dad’ determined that it was ‘beyond repair’ and due for a replacement.
I was shocked by this news. Kohler faucets were rugged yet stylish. How could a new faucet (we just had it replaced 9 months ago) already be failing? Thankfully, after some research, we determined that Kohler would honor a ‘full replacement and repayment’ of the faucet. Sounds as simple as a peanut butter and jelly sandwich? Yeah, right.
It turned out that Kohler wanted me to do the following:
· Fax in the receipt
· Take a picture of the malfunctioning faucet
· E-mail the picture to Kohler
· Wait for a response
· ‘Potentially’ receive the good news that Kohler was sending me a check
· Await the check
Did it have to be this hard?
A friend of mine mentioned, “Where did you buy it?”
“Home Depot,” I replied.
“Why don’t you just call them?”, the wise friend answered.
Smart. Very smart.
A prompt call to Home Depot turned into a quick visit to a local store. 5 minutes later my card was credited the full amount for the replacement faucet. The friendly cashier took the defective faucet and said with a smile: “We will take care of everything with Kohler.”. Home Depot turned a ‘UUUUGGGGHHH’ moment into a ‘WOW’ moment. Thanks Home Depot for putting the customer first and making this transaction pleasant and painless. I feel valued as a customer. This sensation in today’s frenetic world is a rarity.
Until next time,