So, to follow up on my misadventures with my fridge delivery a couple of weeks ago:
As promised, I did go back to the store at which I purchased the fridge and I had a lengthy conversation with a manager there. He listened, wrote down notes, and made sympathetic noises. He asked me some pertinent questions and assured me that he was going to speak to the delivery company’s manager, that I was NOT treated properly. He even asked me if I wanted him to let me know what the outcome was of this chat with the manager, even if it took a few weeks. I said yes. I was soothed. I returned home happy.
One evening this week, my phone rang. I checked the call display, which said “Unknown number”. Like most people, I usually don’t pick up calls like that, but for some reason I picked up this one. It turned out to be from what was likely the national customer service department of the store at which I bought the fridge. The man on the line wanted to ask me a few questions about my recent delivery.
It was actually in the form of a survey, where I was to rate various parts of the delivery from 1 to 5. Where I rated low, he asked for clarification as to why.
I rated many of the items highly, such as the appearance of the delivery guys, their timeliness, their communication with me prior to delivery. I rated them very low on my willingness to have them deliver an appliance to my home again, my overall satisfaction with the delivery, and the care with which I felt they treated my home – they wrecked my sliding glass door and made no effort to arrange for it to be fixed when they couldn’t do it themselves, after all!
The man who was quizzing me kept thanking me for my candor and willingness to answer his questions, as well as constantly reiterating that he was typing everything I said very carefully and how sorry he was that this situation had developed. These were very obviously pat phrases that he had very obviously been instructed to say at particular moments during a phone call such as the one we were currently having, so I wasn’t exactly thrilled with the level of sincerity after the first three times he repeated the same phrase. Still, my concerns were being noted, so that was okay.
After I hung up, I felt irrationally guilty. What if those two delivery guys were fired because of me? What if this delivery company lost its contract with the store because of my complaint? What if they went out of business because they lost that contract? What if I was responsible for a whole bunch of people not being able to pay their rent or buy food because they lost their jobs?
But what if I said nothing? What if this had happened before? What if it happened again, but something was broken entirely beyond repair or someone was hurt during the breaking? What if this delivery company was actually quite reputable and its manager actually would deal correctly with employees who weren’t doing their jobs properly if he or she only knew about it – or worse, what if the company had a habit of turning a blind eye to complaints about its employees?
I’m still not totally comfortable with complaining about poor service (except in my head, of course), but I am trying to remember that in this instance, I didn’t do anything wrong, those two delivery guys did. And I have the right to voice a legitimate complaint.