Make It Right

Two evenings ago, men arrived to retrieve a faulty fridge that was prone to warming, rather than cooling, food stored there. It was a little over a month ago that the brand new unit stopped functioning, and it was quite the mini battle to get the company that sold me the appliance, to refund and pick-up the lemon.

Policies aside

I pushed their policies aside each time one of the staff members attempted to shove them in my direction, in explanation of how their company operates, and what they wanted me to do to get a refund. My thinking was simple enough, and it goes like this: I bought an item, it didn't work, and I wanted the item picked up, with my money refunded. Similar to my thinking, the store that sold me the appliance, took my money, arranged for the delivery of the purchased item, and the agreement worked for both parties originally; money for product, product for money = equitable exchange.. 

I could go into all the details regarding the odd encounters I had with multiple staff members, but that is not why I write today. I write because of the staff member that made things right. When discussing the issue of how difficult it was to navigate this companies inner workings and roadblocks to resolution, I spoke these words: Make it right. The woman on the other end, listened, and heard, and did just that, she made it right, "it" being making arrangements for the removal of the appliance, and ensuring that a full refund of the purchased item, would flow my way. 

After the veneer of advocacy for a bad business wore off, the integrity of this woman shined brightly in this scenario. While I was assertive with her, regarding the dodgy policies that put all the onus of responsibility on customers as a technique to avoid and evade accountability, I kept insisting I did not care about their policies, I wanted a refund and for the item to be retrieved. Here are the very strange "Field Destroy Instructions" customers are sent when their appliance stops working shortly after plug-in - in our case, the refrigerator stopped working within seventeen days:

1. Cut the cord 

2. Scratch your claim number with a screwdriver on the back of the appliance 

3. Destroy tags 

4. Take pictures and send them to the customer care or after sales or manufacture, or or... and when your refund is approved, you can rid yourself of the unit. 

Keep in mind, the customer is out of pocket, may be making payments with interest on the appliance they have purchased, and they still do not have the benefit of a working appliance. No fridge, no food storage unit... the inconvenience is real. 

What became glaringly obvious, is this company actually sells lemons and fingers crossed, they hope the darned things keep working, so that they don't have to deal with customers that are looking to have warranties honoured. Since no one offered to send a technician to assess the problem, and I was not offered a brand new replacement for the food warmer pretending to be a refrigerator, I have to conclude that this company is well aware that they are selling expense junk heap items, and the strange instructions they send customers, are quite simply, shameful. 

Now let's return to our make it right employee

While I was unyielding in my stance that it is unacceptable for businesses to treat customers with such disregard, and without concern for their satisfaction in transactions, she never once, took personally, what I was saying to her, and she remained calm, keeping her eye on the prize of resolution in her care for this customer, namely, me. She calmly accepted that there was a problem, and was ready and willing to rectify said problem: how delightful!

There is a lot to be miserable about in this messed up world, but man alive, there is so much to be thankful for too! There are stalwarts among us, and when we encounter one, they sure do stand-out as spectacular, in comparison to those that do not honour their agreements.  

I will not state the name of the woman that treated me with professional kindness when she could have become defensive, and when she could have chosen to thwart my efforts out of spite. All I wanted was a fair exchange: I made this very plain, and praise be to God, she completely understood my predicament, and she did indeed, prove herself a woman of integrity, by following through with all of her stated commitments to me, as the person wronged on the other side of the transaction. 

She made it right, and I am thankful. 

God is good and his light radiates when we do what is righteous in his sight. In the words of the Lord, Jesus Christ: 

Matthew 5:5-9

Blessed are the meek: for they shall inherit the earth

Blessed are the merciful: for they shall obtain mercy

Blessed are the pure in heart; for they shall see God

Blessed are the peacemakers: for they shall be called the children of God

meek, merciful, pure in heart, peacemakers... they shall be called, children of God