Hal - Deliberately Basic

“The truth will set you free. But first, it will piss you off.”
Gloria Steinem

A Priest, a Rabbi and an ordinary consumer walk into a furniture store. At least one will wind up in the ranks of the pissed-off customer phenomena. American consumers are either elated with a purchase, or more likely, angry enough to vote Republican. In my lifetime, consumer disaffection is at an all time high.

My recent experiences with two companies is a prime illustration of American business as it is practiced now. The first shows that a company in fact does appreciate my business; the second that a company has a worldwide customer base and is not the least concerned with customers. The latter is atypical of corporate America, and explains the overwhelming number of complaints we see online.

Incident Good
A few weeks ago I had to have a medical procedure done at a local hospital. This procedure, an invasive test, required a medical team to set up. The team, and everyone involved from beginning to end, showed remarkable concern for my well-being. Not a single person, from check-in to leaving said or did anything improper. That alone impressed me. A week after the procedure, I received a card in the mail from the medical team. On the outside it stated they had not forgotten me, and inside everyone who dealt with me that day signed it. I’m not simply impressed, I believe this is a business that values my money. Yes, my money. This is business, and not a personality contest.

Incident Bad
About two years ago, I bought a sofa at a shop nearby, a brand known for quality. Two years later it is literally coming apart. Something is wrong with the undercarriage, and the seams are popping out. Yes, it is out of warranty, but two years is a very short time for an expensive couch.
After contacting the store, talking to the manager, and their repair service, I am SOL on this one. Not even an apology was given, but instead a defensive attitude, and a very frank I don’t give a shit about your problems. And they do not value my money.

I Googled La-Z-Boy complaints, and was amazed at the number of people who have had problems with various furniture products from this manufacturer. This link: la-z-boy-sucks, (Warning, the music on this site sucks) is a good example of what I found. Thousands of customers are having much worse problems than I have with this feckless company.

Name Brands used to be reliable, and I believe most people still think that is true. Outsourcing for cheap labor, greed and short term financial gratification drives the market. Today in the US, you lay down your money and you take your chance - brand name means nothing for most consumer products. The old saw, “The customer is always right” is anachronistic in today’s global economy. On occasion we do get value for our money, and we are as appreciative as a thirsty dog in July.

Another good example of horrible service is the airline industry. I do not feel much explanation is necessary for an industry that wants to charge people by body weight for service. Heavy people presumes fat people, which is not always the case. They may not want to piss off a 250 lb linebacker, or in fact an entire team of football players. Now that would be interesting.

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