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Your daily Letter to the Columnist — Nov. 15, 2013
Note from Dan: A while back, I posted a rather crazy letter that I composed and actually sent to the top brass at appliance manufacturer Haier America. I call it “The Buddhist-Prayer Letter.” This was months after I found broken parts when, at home, I unpacked a portable room air conditioner I’d purchased at hhgregg, and after many very unsatisfactory dealings with the company’s Customer Service department.
Oddly enough, it got results. Within a week of sending it, I received a phone call from a guy named “Jeff” who identified himself as Haier America’s customer-service manager. “Jeff” must have been under pressure from someone above to make it right with me, because every time he shipped me a part, he would call me to say it had been shipped, and then 3 days later he would call back to make sure it had arrived. After 4 or 5 attempts (and many calls) he managed to ship me the two replacement parts I needed.
During these conversations “Jeff” helpfully furnished me with his cell phone number in case I had any problems And he also sent me some emails, which indicated his name is actually Andrew Myers, of a company called Premier Response. Unless those are fake names, too, I mean.
Anyway, since then, I’ve heard from a number of other very dissatisfied Haier America customers. Completely sympathetic to their plight, I’ve responded via e-mail, furnishing them with “Jeff’s” cell phone number and e-mail address. That is beginning to bear some fruit, as you can see from the emails below from another dissatisfied Haier America customer, Linda Rick. Read more »