Over the last day or two I’ve learnt all about water heaters, given that ours is leaking a little and needs replacing. It’s also 26 years old so really needed replacing anyway. Figuring out what we wanted and needed wasn’t too bad – something that essentially replaced what we already had while being a bit more energy efficient.
Getting it home, however, was a bit more difficult. There was no way it would fit in my car, so I had a couple of options – I could either rent their truck or have them deliver it. Delivery was a fixed fee, but the truck rental was by the hour. Living close enough to Home Depot to make it worth choosing the truck rental, that’s what I did.
I asked for some help getting the heater onto the truck and a young man came to help. However, it soon became evident that just the two of us couldn’t get it up there. He disappeared, presumably to go find help, though he didn’t actually say that. After a while, with no sign of his return, I went back to the tool rental desk (which is the department that deals with the truck rental). Taryn was very helpful and paged to get some additional assistance. Eventually 2 new guys came to help out, and the original associate came back with the person he’d gone to find. Taryn adjusted my official start time of the rental to take into account the extra time this was taking.
They managed to get it on the truck with a bit of a struggle, made harder by the rain, but then no-one had any idea how to use the ratchet strap to tie it down. Now, I don’t know how to use one either, but I would half expect people whose job it is to help customers load things on to trucks to know. 2 different people came to help out, but neither of them knew for sure how use it either.
While they were figuring it out, I went back inside to Taryn. I explained that even if they figured it out I wanted someone who knew how to use the strap to make sure it was securely tied down. I didn’t want it to fall off on the highway. Sensing my frustration, Taryn found someone to make sure all was OK, and also assured me that when I came back with the truck she would have got authorization to get my truck rental free. It had been an hour since I originally rented the truck at this point.
After a few minutes, someone came to check the heater was securely strapped in. It was, so I drive it home. With the help of a neighbour we got it into the basement, ready to be installed by a friend next week.
Returning the truck, Taryn was true to her word and the rental was free. So while I was disappointed with the overall service, she did everything in her power towards making things right. She even encouraged me to fill out the feedback survey listed on my receipt as that gets a lot of attention from corporate, so I certainly will.
Let’s hope the actual installation goes smoothly.