Saturday, January 9, 2010

Customer Service Award Goes to....

Something really neat happened today.

And it wasn't something I had to battle the gods that be to get.

I was watching tv yesterday and saw a commercial for Lowe's and their advertised special for $98 carpet installation.

Perfect!

I happen to be in the market for some new carpet in my never-ending quest in remodeling/refurbishing my home.

So I went to their website and started reading the small print regarding carpet installation and I ran across something that did not quite strike me in a good way.

The special installation excluded glue-down and carpet without padding.

Ok, glue-down I understand not being included with there being extra steps involved.

But why carpet without padding?

Doesn't Lowe's know that people in wheelchairs have a hard time rolling across a padded carpet? So if a person in a wheelchair wants carpet it would be easier to have no padding.

But why should they not be included in the installation special just because they cannot use the padding because they are in a wheelchair? Why should they have to pay more if they are receiving less- just because they are in a wheelchair and it is safer and easier for them not to have padding?

So I posed this question to Lowe's Customer Care division.

Within the day I had an email back from "Tracy" stating that she will pose the question to my store specifically.

Cool.

I love a prompt response.

Then today I heard again from "Tracy" asking if there is anything else she can do for me.

I answered back YES!

I asked her to pose this question to her higher-ups so that company-wide this customer service question could be addressed. We'll see what happens and see if she runs with it. I asked her to get back with me.

Then "Jesus" called me from my local Lowe's in the NE side of town and explained that they would be more than happy to extend the installation special to someone not needing/wanting the padding under these special circumstances but that the 1-year warranty on installation would have to be waived.

I think that's fair.

And I think that's cool that a company the size of Lowe's didn't have to go through every rung on the ladder for an answer/solution.

(Surprising- isn't Lowe's a part of Walmart- one of my least-favorite corporations?)

Now- it would be even cooler if "Tracy" gets back with me to tell me that her bosses thought it was a great idea for the company to include in the small print that special circumstances would be included in their specials- just talk with your local store manager blah blah blah....

Wouldn't it be neat if a person with special needs were thought of BEFOREhand?

Wouldn't it be the cat's meow if they didn't even have to pose the question or ask for special favors in the pursuit of equality?

I tell ya- it would really be mind-blowing to a person so used to fighting for every bit of consideration!

Thank you, Lowe's NE, for some excellent customer service!