A salute to HD costumer service

[FigureItOut]

I could write several paragraphs about why I, and my entire family have completely switched to HD after being loyal to Lowe's for a couple decades, but the following two incidents are good examples of why HD is my store when I need big box convenience.

First, I had a set of Klein fish rods for a few weeks, was running some BNC and got stuck in a 3/4" hole I'd drilled in a brick facade. I broke off the rod and lost it along with the lighted tip. In frustration, I tossed the other end not thinking.

A couple days later I took in the remaining intact rods and my receipt and explained to a cashier what happened. Though I had no proof, no broken piece or anything, I walked out with a brand new set of rods, a new lighted tip, and my remaining intact rods!

Fast forward a couple weeks, I had gotten sick of the cheap little $25 Husky halogen work light blowing up the Halogen tubes. I brought it in, no receipt, hoping to maybe get store credit, without really expecting anything since I had no receipt.

I picked out a bigger, better LED work light on a stand for $100, and talked to the manager. I told him what the Halogen light was doing and asked to just pay the difference between the two.

Well, they no longer sold my $25 light. The manager explained that with no receipt and no current SKU they couldn't do anything. Thinking that was fair I pulled out my wallet to buy the $100, while manager tapped away on the keyboard. He finishes up, hands me the new light, and says "here you go, it's yours"!

I made sure he understood I wanted to pay the difference, but I guess giving it to me was just easier. That's how you make customers happy.

 

[Davefr]

Good post. All the whining and bitching around here get's a little tiring. It's refreshing to read "happy endings".

 

[Fugio]

HD has really been good to me too. I've taken in tools they no longer sell and they just gave me 100% credit for them.

 

[danski0224]

Sounds nice, but it just helps to foster an entitlement attitude in many others that come in to stores like that looking for free stuff but calling it "customer service".

It ***** more when the customer with a truly defective item is told to go scratch.

 

[AA/FC]

I just want to be sure I understand what happened with the fish rod and lighted tip...... YOU broke the rod, and YOU lost the lighted tip? And somehow you felt Home Depot was responsible for your loss? I would't have felt right going to customer service asking for a replacement when it clearly wasnt their fault.

Same goes for your work light. You said "I had gotten sick of the cheap little $25 Husky halogen work light....... " The light wasn't defective, and it wasnt broken? You just got sick of it over time and wanted a different one? Wow.

I guess I operate differently than you. In either of your two examples I would've never expected the store to take a loss because of something that was my fault, or because I decided over time that I got sick of a certain product.

 

[FigureItOut]

I think you didn't understand correctly. I got sick of the halogen tubes exploding. I mean frequently, like within twenty minutes use after replacement. That's definitely a defect, as is a fish rod snapping in half in light use pulling one strand of coax. In fact I continually tolerated the light, thinking I'd just chosen badly by choosing halogen.

I agree %100 with the principles you have espoused, and they are not applicable here.

 

[PelicanPines]

Sounds nice, but it just helps to foster an entitlement attitude in many others that come in to stores like that looking for free stuff but calling it "customer service".

It ***** more when the customer with a truly defective item is told to go scratch.

And let's not forget when stores give away stuff that should not be given away... it raises the prices for those of us who would never pull the "Entitlement" game.

OP: You may be happy about getting the stuff for free but I can't say "good one" or "congrats"...

 

[AA/FC]

I agree %100 with the principles you have espoused, and they are not applicable here.

Fare enough....

 

[FigureItOut]

And let's not forget when stores give away stuff that should not be given away... it raises the prices for those of us who would never pull the "Entitlement" game.

OP: You may be happy about getting the stuff for free but I can't say "good one" or "congrats"...

No pats on the back for me, I tried to pay the difference on the light, these were the resolutions HD initiated, not something I "scored". This post was about the nature of my store's management. I wouldn't consider expecting reasonable use out of the products entitlement, and I don't think anyone who gleaned that read the post carefully.

 

[Schleprock]

If I was the regional manager i would fire his ***. You see this as customer service, i see it as theft.

 

[defektes]

Sounds nice, but it just helps to foster an entitlement attitude in many others that come in to stores like that looking for free stuff but calling it "customer service".

It ***** more when the customer with a truly defective item is told to go scratch.

I've had good luck with HD, I warranty Klein tools there. I did take in a Husky adjustable a co worker broke and the young girl working was like "do we stock husky?" I think maybe a little more training before you unleash fresh peons into customer service lol.

 

[FigureItOut]

I think maybe a little more training before you unleash fresh peons into customer service lol.

Maybe I've been lucky, I have some pretty knowledgeable folks at my store. Some of these guys will really get into a project and have helped me immensely. I tend to find more inexperienced kids at the blue store. Probably a sign of the leadership at store level but I think at a corporate level HD does have a tendency to have a more knowledgeable staff.

 

[danski0224]

I think you didn't understand correctly. I got sick of the halogen tubes exploding. I mean frequently, like within twenty minutes use after replacement. That's definitely a defect, as is a fish rod snapping in half in light use pulling one strand of coax. In fact I continually tolerated the light, thinking I'd just chosen badly by choosing halogen.

I agree %100 with the principles you have espoused, and they are not applicable here.

Yes, the halogen bulbs may have been defective. It is more likely that they were touched during installation, or there is an oil residue in the lampholder. I seek out the more expensive bulbs made in Hungary or anywhere but China. Those last for much longer.

If you read the instructions, the only "fish tape" made for pulling are the steel and stainless steel versions. The fiberglass and nylon fish tapes are just made for fishing and pulling the lightweight pulling rope back- check out the Klein or Greenlee websites for product instructions.

I did not interpret that you whined and threw a tantrum to get replacement items.

Your treatment is also indicative of the differences even within individual stores concerning "customer service" and unequally enforced returns policies.

I wonder if that store management team is equally fast and free with hourly employee compensation, recognition and raises.