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Forum topic by dragondncr posted 10-09-2010 11:47 PM 1143 views 0 times favorited 3 replies Add to Favorites Watch
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dragondncr

38 posts in 2892 days


10-09-2010 11:47 PM

Today, I recently had a great experience with Homedepot.

I went in looking for a cordless drill driver/impact combo. The customer service rep, Bob, asked if he could be of assistance. I told him what I was looking for, but I didn’t want to spend a lot of money. So, he pointed at the 18 volt lithium-ion LCT200W for $279. I told him, it was more than I wanted to spend, was hoping they would have something in the Ryobi.

Anyway, after searching through the different brands, he suggested looking on the shelves, sometimes they have unadvertised specials. So, sure enough, high up on a shelf, there was a LCT200W with the price at $179. So he goes and gets one of those rolling step ladders. After he brings it down, I noticed the label was for the 10.8 volt set, and say so. Then he tells me, he will need to talk to his manager, who says no go.

After, I got home, I thought about it some and decided to send an email to Homedepot about my experience.
The next day, there was a voice message from John Ross, the store manager. I called him back, and he said he would make it right with me. So, this morning, I went and looked him up, and he told me they were going to give it to me for $150. for my troubles. I was truly amazed, and I really never expected to ever hear back, when I sent out the email.

Thanks again to John Ross and Bob at the Tigard, Or store.

-- dragondncr


3 replies so far

View NBeener's profile

NBeener

4808 posts in 2636 days


#1 posted 10-09-2010 11:51 PM

I’ve said it for years: companies do NOT have 100% control over quality, but they DO have 100% control over how they respond to issues.

Glad they did right by you. Enjoy the new tool :-)

-- -- Neil

View Bob #2's profile

Bob #2

3809 posts in 3484 days


#2 posted 10-09-2010 11:52 PM

Something really good has happened at Home Depot this last year. It’s like a different company that cares about it’s customers again.
That’s a good thing.

-- A mind, like a home, is furnished by its owner

View newbiewoodworker's profile

newbiewoodworker

668 posts in 2289 days


#3 posted 10-10-2010 03:09 AM

Hewlet-Packard did something like that: I bought a Graphics card, that their CSR said would work. It started overheating due to too little CFM. And someone else told me that the Mother Board might catch fire.. So I reluctantly had to order another $200 worth of parts(I just got the mobo at this point).. for a $100 card… So I contacted them: They told me that I had never spoken to a CSR… I was bull.. I wrote them. I told them the story. I asked for a new case, for one of their gaming computers, since I was sure it would have enough CFM… They never got back to me.. So I ordered a case, and was prepared to eat the bill.. Now by this point I was fuming.. I wrote the BBB.. Gave them the story. Under “How to make it right” requested reimbursement. Within a week, one of their top tier CSRs wrote me, asking for a copy of the reciept/invoice. Within a day, she wrote back that a check was in the mail…. About $300.. They covered my shipping too.. plus some extra money, because all of the parts had MIRs on them…

Bottom line: They gave incorrect information… Unlike you, their information cost me a bit of money(I only made a grand a year, up until this summer..) but either way, they have to be accountable! Thats why I wrote the BBB about Delta’s crap quality..

-- "Ah, So your not really a newbie, but a I betterbie."

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