Don’t Accept the First, Second or Third OfferPosted: June 26, 2018
As if you aren’t tired enough of reading about my refrigerator saga, you should push through and read this one because it contains lots of useful negotiating information that might serve you well in the future. After my new free replacement fridge was delivered yesterday I noticed that it had a dent in the door the size of a walnut. Russ also noticed that the doors were not aligned. So I called customer service this morning to discuss it with them.
I got Carol on the line. I explained the situation and she offered me 130,000 shop your way points (that is a $130 towards something at Sears). I politely declined that offer. She came back with 240,000 points. I told her that I was not so happy with Sears right now so now offer of more Sears stuff was going to work for me. She asked me how much the fridge cost and I told her $2,600. She put me on hold a while and came back with $340 in money. Now we we getting some where.
I told her that I would rather have my door not have a dent in it. She asked for my sales receipt number, put me on hold and came back with $910, which was 35% of the cost of the machine. She had finally gotten my attention. Of course I could have demanded a new refrigerator, and they could take this one back and sell it at a scratch and dent sale of 35% off, but that would have been a lot of work for both me and Sears. I was saving them the cost of a delivery. I decided to take the money.
Then came the problem of my not having used a credit card to make the purchase. Carol never quite grasped the idea that I had not paid the $2,600. It took me a while to get her to understand she had to take my credit card info in order to credit me the money. Once we got that cleared up I also requested they send someone to fix the alignment of the doors. She agreed to that.
I had been on the phone with her for 35 minutes, but I wanted to make sure I recorded her telling me the final deal we agreed on, so I told her I was going to record her and we repeated the outcome of $910 credit on my card in 7-10 and a service guy to come in 7-10 Days to fix the door. Keep your fingers crossed I do not have to use this recording to make sure it all gets done.
The lesson for you is never accept their first, second or third offer. I was calm and polite, but kept saying the offers were not good enough. Who know if I could have gotten more than $910.00, but since it was a free refrigerator I felt like I shouldn’t push my luck. I consider it a pain a suffering payment for this 49 Day problem.