the Great Faucet Part Chase part 2

 

So when we left off – a ticket had been created and sent to the proprietary brand team who would call me Monday.

Well apparently the young lady assigned to my ticket was out sick on Monday because I did not receive a call back on Monday.

I’m kind of tenacious, almost like a rabid dog – I don’t let things go – and I most definitely do not quit.  The Home Depot corporate head quarters is in  Atlanta 800 654-0688 – so Tuesday morning I call and explain I had called over the weekend and had not been called back.  This person was kind enough to give me my ticket number to make tracking the issue easier.  He then tried to reach the manufacturer of my faucet with no luck.  He also left a message for the team who should be handling my ticket and assured me I’d get a call back.

Again, I get no call back.  So Wednesday, I again call the customer care team at the Home Depot corporate head quarters.  Everyone is very friendly, I give the representative my ticket number and explain I’m looking for some resolution.  He transfers me to an actual person on the proprietary brand team.  This young man also tries to reach the manufacturer but with no luck.  He indicates he will try them later and will call back with the results.

No call back.  So Thursday I again call and this time I get a lovely young lady who says she’s going to e-mail everyone who has touched my ticket (which by now is quite a few as I’ve never spoke to the same person twice) and get someone to update and contact me.  Now they have 2 of my phone numbers – home and cell and they have my e-mail address.

And as you might imagine, NOTHING, NOT A WORD.  Okay, now I work in customer service and I know it can take time to move mountains but some times it takes even longer to move paper.  So I’m not angry, I know we’ll get this resolved.

So today, Friday, I call again.  I get a lovely young lady to whom I give my ticket number and she reviews all the notes.  She puts me on hold to contact the manufacturer.  She comes back a few minutes later with good news – Success!  I now have a FedEx tracking number and an expect delivery of my handle by December 22nd, free its under warranty.  Woo Hoo!!

Then to top it all off – when I hung with this young lady – another young lady calls me right back.  This was the young lady assigned my original ticket.  Apparently she had been sick all week, she apologized profusely at the oversight – I reassured her I was not upset.  I work in customer service and I understand the ‘triage” system and there can be delays.  I advised her that I knew my part had shipped and that I was okay.

So – I have my part coming and I talked to many nice people at Home Depot.  And my part is free!  Much better than spending $$ to buy a new faucet.  Persistence and niceness prevailed!