Our basement got flooded in spring rains of 2010. We rebuild as most DIY folks do it - between the rest of life and pay as you can afford it. My office was the only thing totally redone since the floods. July end 2011, old washer died natural death with no mess. Ordered a new one. I had a female woody fantasizing about being capable of washing big bedding in my fancyshmance new washer. Even better, got it on sale, w/ no interest payment plan for 6 months that we could K/O in 3 months! August 5th, 2011 - Nice delivery people did a good job of hooking up new washer and went away with old washer. Was about to do the regular piles built up for a week of having no washer. Instructions read, start load,hypnotized by new, wondrous things ... and I walked away for a nature call. FYI - a woman of a certain age will sometimes experience echo effect hearing the SOUND of water, thus creating a need to ... okay - I digress. Less than 5 minutes later, my foot lands in COLD water at the bottom of my basement staircase. Shivers of 2010 PTSD/WTF flashes as I run down the hall, splooshing all the way to find the new washer did a bad, bad thing. I whip the plug out (yes, this Darwin Dimwit touched electric cord in bare feet) and turned off the faucet mains to the machine. At no time was there water out of the exit hose, over the top or sides. Water was pouring through the bottom. The washer could not seek level because there was something not hooked up correctly. Amazing how fast about 20 gallons can spread in our basement. Ruined was the sheet rock, my new office flooring with mold resistant underlay pad ... and other new repairs from 2010 ongoing [HONEY DO] renovations. First call was to Jerry T & Louie P {HUGE BIG LOVE} to Adam's Emergency One and calling the insurance hotline to report the claim and set up that it was a subrogation event. All parties were fantastic and in fast order - even the BestBuy and LG! Various personnel to set things to right began Sunday August 6, 2011. This is why one must purchase home owners insurance. Such is life. We would be able dust off and start again.
The last bit of being made whole - was waiting for our claim deductible to be returned as this was a subrogated claim. The other day, I write our adjuster about the deductible return status - he answers ASAP, and sends my query on for us. Today the unsuspecting agent doing her job wrote to me for update. Actually, poor thing wrote two letters as it turns out. I understand the set of boundaries of most first or second tier customer service rep abilities and was clear that this was not about or at her, but to pass it to superiors. She wrote first as proper response from the adjuster's status inquiry on our behalf.
On Oct 18, 2011, at 8:53 AM,
Dear Mr. and Mrs. Legge,
I am the claim representative working on the subrogation of your water damage claim involving the LG washer. The washer is currently being inspected by one of our engineers to determine the cause of the loss. Their inspection and report should be completed by the 1st week of November. Once this is done, I will be presenting the claim to LG. Their evaluation of the claim could take another 30 days. I will let you know the outcome at that time. In the meanwhile, if you have any questions, please call.
Thank you for your time and patience with this part of the claim and for being an [InsCo] customer.
Sincerely,
J____ ________
Subrogation Claim Representative
[edit - at that point in our lives, there was severe life challenges of pile-up of many hurdles that were not of our making and we'd reached our good manners limit. We were not allowing the issues of others to make it worse, as we'd reached our limits of detriments]
My Email Reply.
Hi J____ - The following is not at you, for you, nor about you - just pass it up the hierarchy chain - because, honestly, this is my personal last straw of putting up with how badly things are done in business process and thinking. You reach me with your polite email at a time in my life where I just don't give a toss how corporations that I pay to serve me - go about filling up the hours of their work days. Some of us have to just get shit done and filed as complete by using our time wisely. Thus, we use the time of others we effect wisely. Please note that the claim started on August 5th. [Ins.Co] has not used my time wisely in this instance. Normally, [Ins.Co] does superior work for our needs.
Please Forward my letter to your superiors and on upwards, THIS customer is at screaming meemie last good nerve of being on the shit end of corporation methodology and [Ins.Co] is going to be the end of my pooper-scooper today because you guys have our $500.00 deductible which needs to go competing the renovations that LG caused and said they caused.
This case is just not that hard to wrap up. Our house needs OUR money. This SIMPLE mechanical fault happened at the start of August. It's the back half of OCTOBER. This is turning into a bad joke about how many people it takes to get the bulb screwed in - everyone doing it is found to be finding their asses with both hands instead of screwing in the freakin lightbulb!
You don't need another engineer on this claim! Your awesome RI Adjuster, [name] did the work and so did Best Buy's distribution warehouse. EYE BALL USE TOLD THE TALE - no need to phaff around for all these months on a claim that subrogated by itself until this last piddling point of deduct returned to customer (US!) . You are paying another engineer? You wonder why customers are stupefied as to how their premiums raise annually? Never mind Wall Street - THIS EXAMPLE ON OUR CLAIM RIGHT NOW - is a money loss for [Ins.Co] - this waste of time costs all of us.
The CAUSE of the mechanical fault was totally validated and documented back in MA with the failed washer going through their 'autopsy' in MA so none of the regional distribution folks or Best Buy could be found culpable. LG claimed responsibility from the JUMP and MA folks are happy to prove to you as did LG that they were gonna be at fault all the way.
Summary - No, we are no longer patient and no, we do not accept waiting for another 30 days of dicking around. This IS the K.I.S.S. PROCEDURE: Mail the check to your customer by end of business day tomorrow!
I have no further manners or patience to waste on this type of folderol! I cannot believe that I have gone along with accepting this kind of nonsense my entire life. Please send this to the highest [Ins.Co] titles available and hey, make it 'viral' - show my letter to whatever bosses up the food chain you feel need a lunch time laugh today.
To Titled Personnel able to enact better standards: You will be more profitable if you stop redundant procedures, admit problems with poor SOP! Adjust SOP to always reach higher for the customer being pleased! FALL IN LOVE WITH SOP PROBLEMS - because IDENTIFYING AND THEN FIXING PROBLEMS will create happy customers and healthier profit margins.
Here is the phone number for the MA folks, they cannot even begin to forget this claim even though it was in August. 508-***- ****, ext. ****, god willing, [name] will still be on the other end of the phone. She was amazing. [adjuster name] was amazing, the claims process the whole way until this bit of stupidity ... has been amazing! Don't mess it up with doing simple things in a convoluted manner.
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and then, god help this woman, she'd sent me another email after her first one. Again, I only saw it after my above was SENT ...
Dear Mr. and Mrs. Legge,
I have a question from our engineer regarding your LG washer. Was your washer a floor model or taken from their warehouse / stockroom?
Thank you for your time.
Sincerely,
J ----- ------
Subrogation Claim Representative
As I had already vented - I started to laugh as I read the above 3 times before responding. But, respond I did - would you have me any other way?! No! You would not. I replied:
Dear J____, O M G - tell the engineer I said to read the pile of reports in electronic and physical paper, and add your best version of a DUH on there from me.
Is the "Engineer" SERIOUS? Really?
NEW - it was BrandFreakinStillInBoxNEW, not a scratch n dent, not a floor model.
I would laugh if there was not $500.00 on the line. I am really a very nice person. I help people for an unpaid living. But recent current events and the way they are being done is just such a LOW standard of how my parents raised me to act and expect others of equal capacity to act in turn. Again - this is not about J___ - this is just me not standing like an idiot accepting idiocy as SSDD. Pass this along with my other letter.
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I ended with my signature and I hit SEND
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