Short and not-so-sweet, a bit of a twist from my usual upbeat posts, I do apologize in advance.
My hot water heater, a Rheem unit, barely 2 ½ years old, quit working Sunday morning during my shower. I’ll spare the ugly details and get to the point: Rheem’s replacement part, under warranty, did NOT arrive until this afternoon, a full five days after it was “over-night express shipped, guaranteed delivery on Tuesday.”
My plumber, my hero who wishes to remain anonymous, arrived Sunday a few hours after my panicked call, ordered the part from my home Monday morning because he was required to be on the phone with a Rheem rep when he opened the “under-warranty” unit.
My beef: Rheem customer service gave me the heave-ho today, said they lived up to their end of the warranty, and sayonara lady, when I stated that the only thing I wanted them to do was pay for the labor to have the part installed. A part under warranty. Five days later. No hot water. What year is it?
I realize that Rheem is not responsible for FedEx’s late delivery, but as I pointed out to the numerous representatives at Rheem, as a business owner myself, if a customer did not receive a product under warranty, I would damn sure drop ship another part! And because the customer had to wait so long, I would pay for the labor to install it. Yep, that’s just me. Certainly not Rheem.
So I will take my complaint public, when I could have shouted praises. This is the beginning. Karma matters, for me, for you, for companies.
What say you all?