Imagine this: Company A is an internationally respected, world-class company that manufactures high-end kitchen appliances. Their products are coveted by homeowners across the globe. Company B is an appliance company, beset with customer-service problems because when their appliances break down within the warranty period, local distributors are without the resources to reliably repair the products, leading to endless visits, erosion of reputation, and customer frustration. Now, imagine Company A and B are the same company.
Unfortunately, this scenario happens all too often, and at the moment, it’s happening to me. Nine months into the installation of appliances into our newly remodeled kitchen we are on the fifth visit from local repair professionals trying to solve the same problem with a kitchen hood that burns out after a few uses.