More on my new Air Conditioner - Independence Day Weekend Support Issues.

 

I figure that my readers may be interested in the following complaint letter I wrote to the president of Friedrich Corporation discussing the troubles I've had with my AC.  It's best to write to the top honcho when you have a problem, as the little people have only so much power to influence major problems in a company.  And in my case, my complaint addresses major quality problems for the company which affect me as a customer.

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Mr. Chuck Campbell       
President,
Friedrich Corporation
10001 Reunion Place
San Antonio, TX 78216

 

Dear Mr. Campbell,

I recently bought a pair of Friedrich Air Conditioners, looking to replace the two in-wall units I have that recently failed.  The first of these units has been delivered, and I am already having problems – all of which should have been caught before the unit was sent out to your distributors for consumer sales. It is this unit and its problems that I want to discuss in this letter.

The unit (Wallmaster model WCT16A30A) comes with a manual which does not properly identify where the “Menu” button can be found.  Looking straight at the control panel, it is not readily apparent that this button is directly UNDER the control panel.  I had to call tech support to find out where this button was.  Your manuals should be updated to make this clear for the person who wants to start setting up the unit’s special features, such as WiFi (for use with the Friedrich Connect App).

Next, when I started to follow the manual’s procedure for setting up the WiFi on the unit, so that I could use your App, I encountered another problem.  So, I rushed home to get in contact with tech support before it closed down for the long weekend.  Most people in my area cannot get home on weekdays by 6 pm when your tech support line shuts down, so they are forced to take time off from work to deal with your very limited tech support hours.  This is the second issue I’ve had to deal with, and I was lucky to be able to schedule my time so that I could reach your people in time.

Finally, when I called tech support, I was the 6^th caller on the queue.  A few minutes before 6 pm, a technician came on the line and rushed to service me.  He noted that there was a firmware update to the AC that needs to be applied, and asked me for my email address without confirming he had taken it down correctly.  Once he had my address, all further communications would take place by email – and that he’d be sending me information right away.  This did not happen.  He was in a rush to get me off the line, so that he could service other customers before his shift ended for the week. Either he got my email address wrong (inexcusable in one way) or he didn’t bother to send me the email (inexcusable in another way).  Even more bothersome was the fact that your firm shipped out a product without making sure that it would work as documented in the field.  This is totally without excuse.  Products coming out of the factory should be “perfect”, and not needing any repairs – especially by a customer.

So, you might be asking – what do I want?  For the first thing, as a customer, I want better support hours for your products – both weeknights and weekends.  For me personally. Since your firm screwed up by sending out a buggy unit and a manual that is incomplete, I would like for your office to suggest something which might be of real value to me.  Since my previous two previous air conditioner units failed after their warranties ended, you may consider an extended, full service, labor, and parts warranty for my two units.  I’m pretty sure that you do not design your units to fail shortly after 3 years of use, so this might be a cheap way to keep me (and possible future customers of the Wallmaster units) happy.  It also provides an incentive for your firm to improve the quality of its products, in a similar way that Hyundai’s increase of warranty protections forced its employees to build products with greater quality than before the warranty was improved.

 

Sincerely Yours,

Marian Johnson

 

A quick note: A box is on its way.

Today was the only day this week that I was in my male presentation.  As long as I see FH, I feel she needs Mario in her life, and not Marian.  And today gave me proof that FH is not the right person for me.

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The day started by me waking up early in the morning.  Since I didn't want to ruin my rest, I took care of necessities and went back to bed for a couple of hours.  Then, it was time to do a load of laundry, so that I could have some clothes for the coming week.  Since the clothes were in the laundry for the next hour, I ran to the post office to send a card to my niece in England.  While there, I saw the above box - perfect to send a backscratcher to my friend, Stephanie, in the Dallas, TX area.  

The running comment in our Zoom meetings is that Stephanie is always using some kind of tool to scratch her back, and never getting it just right.  So I said that I'd send her a backscratcher one day.  Today looked like it was going to be that day, now that I found the box at the post office. About 90 minutes later, my clothes were in the laundry basket, the backscratcher in the box, and I was headed out the door to FH's place.  After 5 minutes at the post office, I was on my way to Forest Hills to pick her up for a late lunch/early dinner.

FH is always a little picky about the clock.  If I'm running late, she'll text me to find out where I am - even though I shouldn't be texting while driving.  Luckily, I have found places where I could text her back safely without causing an accident.  But I'll need to tell her to call me instead, as I shouldn't have to look for a place to pull over to text her safely. After I got to her place, we made a trip to the local stationery store, so that she could get some needed supplies for her visit to her office the next morning.  (She works a Sunday-Thursday schedule.) Then it was off to a nearby outdoor mall to do some shopping and to eat afterward.

This is where I found out that we don't communicate well enough to be more than just friends.  The GPS took us to the site of the mall, but didn't give us an idea of where the restaurant was inside the mall.  So I made a couple of misjudgements regarding where to park, and she was only making things worse with her comments. Instead of noticing I was a little frustrated and needing the mental horsepower to figure things out in a place where I was unfamiliar, she kept commenting on not knowing where the restaurant was, and how far she might have to walk to get where she wanted to be.  I ended up raising my voice a little, but not shouting out of control, asking her to be quiet for a second, so I can keep my perspective on things - something she didn't know how to do.  Eventually, I figured out what I needed to figure out, and got us to a centrally located parking lot in this complex.

After doing a little shopping, FH and I went to the restaurant and were told that we'd have to wait an hour for a table.  This was not good enough for either of us, so we left - and then left the mall to eat elsewhere.  (FH was a little annoyed at the fellow who told us we'd have to wait an hour, vs. telling the next group that it was a 45-60 minute wait.  Big Deal.  Maybe he's dealt with this group before and coddles them a little.  But the difference in messaging and her reaction to that told me a lot about FH.  And then, when the fellow said that there is no in-restaurant waiting area, she ignored that until he mentioned it again.)  Eventually, we made it to a Middle Eastern joint in Ridgewood for dinner.  Then, it was back to her place to drop her off.  (This was not one of our best days.)  

Where the Ex complained too little, FH complains a little too much.  I'm still looking for a happy median.  Hopefully, I'll find one soon.  Life is too short not to have someone special to care for.

 

 

 

 

 

 

 

 

 

 

PS: I had to chuckle after scanning the selections on one dating website.  Someone who blocked me from a meetup group (not talking of the ex) is dating and her profile showed on my feed. I certainly would never consider someone like her for many reasons....