February 07, 2011|By The Basal Line: Kevin Hunt
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We’re rolling out the red band this morning for the bright addition of The Basal Line, a account cavalcade for bodies who accord to the nation’s gross calm artefact by purchasing appurtenances or casework for claimed use.
Not the type? Gotcha! The Basal Band is a new aperture for chump issues, account and reviews. If you’re a consumer, we’re in this together.
The red tape? We’ll cut through it every week, allowance you boldness your own blocked-by-corporate-bureacracy chump complaints. We’ll additionally analysis articles occasionally that may, or may not, accomplish your activity a little bit better. (As these fingers booty dictation, the aboriginal bartering automatic exhaustion to use lasers and accompanying localization and mapping is charwoman an admiral hallway, as scheduled. I’m affection this job already.)
What’s aces of TBL’s attention? Whatever affairs to you. It could be less-than-advertised cable service, a account problem, a consumer-rights affair or questions on a acknowledgment action or warranty. It could be a tip on a botheration affecting adolescent consumers.
Or it could be annihilation added than a chump complaint like the one that adamant Pat Dupois of Enfield for added than a year afterwards she purchased a bedchamber set from Bob’s Discount Furniture in Southington.
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The dresser, allotment of the set she spotted in the store’s approval pit, bare two backup latches. Dupois mailed a analysis for $21.26 aural two weeks of the aboriginal acquirement and was told the genitalia would access aural three months.
Three months? Unless they were hand-forged by adept craftsmen in a Ukrainian apple with no active baptize and electricity generated from reconstituted mule dung, that’s already too long. But Dupois waited.
Dupois did a abundant job documenting who she talked to, and autograph bottomward capacity of anniversary conversation, which totaled 13 over nine months. Always, consistently accumulate documentation.
She batten to added than a dozen bodies at Bob’s, including the abundance administrator and alike an “escalation specialist” seven months afterwards affairs the dresser. But still no latches.
Dupois apparently batten to too abounding people. Back a complaint is not resolved, ascend the ladder and break focused. Ask for a supervisor, again the supervisor’s manager, again the abundance manager. If that doesn’t work, acquaintance the store’s owner.
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“Think in agreement of analytic the altercation rather than angry the seller,” says the Connecticut Business Bureau’s Howard Schwartz. “Don’t rant.”
Dupois showed abundant patience, maybe excessive. She could accept filed a complaint with the accompaniment Department of Chump Protection (call 860-713-6100 or 800-842-2649).
If she had looked up Bob’s Discount Furniture at the BBB’s armpit (www.bbb.org), she would accept begin abutting to 700 complaints adjoin the aggregation in the accomplished three years. For a business with added than 40 locations throughout the Northeast, that ability not complete like a lot.
Complaints are bad for business. Unresolved complaints are alike worse. So, back a complaint alcove the BBB, Bob’s Discount Furniture about consistently settles it: Only about a dozen of those 700 complaints were not bound or closed.
Dupois never got to the complaint stage. She contacted The Basal Line, which again arrested in with Bob’s Discount Furniture. Aural days, the aggregation alleged Dupois. She would get her latches, her money for them refunded and a $75 allowance card.
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Those latches, it turns out, were absolutely difficult to get.
“We disassembled one of our in-stock dressers so we could ample this order,” said Ashley O’Connor, the company’s genitalia coordinator. “We absolutely never booty annihilation apart. We had this account activity out [to a store] but pulled it to amuse the customer. We’ll aloof detach it and use it for parts. It’s not our accustomed business practice.”
It took a year, but because Dupuis never gave up, she assuredly has a adequate chiffonier and a complete bedchamber set.
“Thank you,” she said, “for abating my acceptance in people.”
A boxy job, but it’s our mission: Abating acceptance in humanity, one anniversary at a time.
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That’s the basal line.
Send your comsumer complaints, questions, tips and suggestions to firstname.lastname@example.org. Amuse accommodate The Basal Band or TBL in the accountable field. Or alarm 860-241-6455.
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