I recently moved into a new home. During the inspection and walk-through, the builders explained the warranties and responsibilities of the builder and made clear the items that belonged to them versus those that were the responsibility of the manufacturers. At the time, it all made sense.
Two days later, when I was standing in a pool of water in front of the new dishwasher, not so much. This was the culmination of my second attempt to run a test load of dishes in the new appliance. On attempt number one, I marveled at how quiet the machine was. In all honesty, my expectations were quite low, given that my old dishwasher sounded like incessant waves crashing on Waimea Bay during the Winter (for those of you who don’t know, that’s a beach on the North Shore of Hawaii, where waves are known to top 30 feet in the winter).
Unfortunately, my marvel was short lived because when I opened the dishwasher at the end of the cycle, I was quite disappointed in the quality of washing. I was about to complain about how dirty the dishes seemed when I looked down and noticed a bone dry, dispensed pod of dishwashing soap on the bottom of the dishwasher. Apparently, all dishwashers are quiet when you don’t run them with water!
After remediating the water situation, I embarked on attempt number two. I stayed long enough to confirm that this new dishwasher was much quieter than my last and left house to run a few errands. Upon my return, I discovered the before mentioned pool of water.
Now it was time to call the builder to arrange for them to come over and survey the damage. They came as promised and completed their inspection. The conclusion: The floor and surrounding cabinets were not damaged by the water. The problem was with the dishwasher, not the installation. So, as he “kindly” reminded me, this would be the responsibility of the manufacturer, not the builder. Needless to say, the manufacturer’s repair man came the next day and identified the assembly problem. The dishwasher has been fixed, the dishes are getting cleaned and all is good.
The builder was right – it was not an installation error, but rather a manufacturer’s defect. But, what bothered me was did he “do right”? Perhaps, if they had turned on the water, after they installed the dishwasher and run a test cycle, they would have identified the factory defect before I did.
On the other hand, I purchased a new washer and dryer. The people who delivered those appliances, moved them into our upstairs laundry room without a hitch. They kindly removed their shoes when they walked into our home, they set up the appliances, ran tests on both appliances to demonstrate they were working, before they left. Now, that’s how you do it right in my opinion.
I believe that at netlogx, we “Do it Right”. We understand the boundaries of our contracts and our statements of work and we know that they govern how we are compensated. But, when we see a need, we balance our contractual obligations with doing what is right for our customers. We won’t “give away the bank” but we will do what we can to help our customers get what they need!
Being right or doing right? Answer to the question…Both!
Quote: “Do the right thing. It will gratify some people and astonish the rest.” –Mark Twain