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Mattress Failure Replacement Raises Eyebrows

found floral by Duchamp
found floral, a photo by Duchamp on Flickr.

Our lovely mattress from four years ago by Simmons is failing. The side support wire is bowing out more than 2 inches and hence gives us no support. It just bows out sideways when we lay on it. I read the warranty and thought it wasn’t covered, but being frustrated, I finally called the store where we bought it. They sent out a service rep at no charge to inspect the mattress and after he left, a few days later, I got an email stating our mattress was determined to be defective and that Simmons agreed to replace it. Needless to say I was happy, but the customer service since then has driven me a bit crazy.

I called the store to order the replacement and I was informed that they would like me to try out the new replacement at the store. I agree. I went to the store, met a salesman and he pulled up my account. It clearly showed a credit for the full amount of my purchase. He first told me I could apply that to anything I wanted. I asked him to clarify that as it was not what I understood. He found out he was wrong. I could only apply it to other Simmons products. That’s fine, so I agreed to the replacement they recommended and wanted to set up delivery. The salesman told me he couldn’t do that to call the customer service number online.

So yesterday I went online to order it. I was told online that a customer service rep would call me once I tried to place the order. A woman called. She told me that they weren’t replacing my box spring, only the failed mattress, which is now a different model. That piqued my interest because the credit amount I saw at the store was for a full replacement of both the mattress and the box spring. I immediately called Simmons directly and they verified that they will only replace the mattress. Interesting how if I buy a new mattress, my warranty is void if I don’t buy the matching box spring, but if they replace it, it doesn’t matter.

Now today customer service called and told me that once I pay for delivery online, they will go ahead and ORDER the mattress from Simmons. I questioned the customer service rep, “But it says you have these in stock online.” He confirmed they did, but that since I was getting a replacement, it would come directly from Simmons for me.

That doesn’t give me a lot of confidence. I even told the guy why on earth would I need a special mattress for my replacement? Are they giving me something substandard or what? It makes no sense why they would do this as shipping a single mattress is more expensive, and companies don’t do things that aren’t to their benefit. I am not confident I am going to get an honest replacement at this point.

I would like an answer as to why they do this.

I called Simmons and the rep told me that they do this for inventory management only. They said the store pays for the other mattresses it receives and this helps keep the two separate, because this mattress will be sent at no charge. That sounds ridiculous to me. Frankly, if the store where I bought this gave me one of theirs, they could then take the replacement and put it back into their inventory and it wouldn’t be any different.

All I can say is this doesn’t do much for customer confidence in an already poor product. I’m concerned about what I will be getting…to say the least.

Expression of the Day

Baby Food, Holli by m!les
Baby Food, Holli, a photo by m!les on Flickr.

When is the last time you made this expression?  I bet you can’t remember! I can assure you that you have made and will continue to make this expression. I find it fascinating that our face moves and expresses emotions that we are not aware of?!

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While on the plane the other day, I struck up a conversation with the gentlemen next to me.  I was talking about the New York buses and subways, and when he talked about it, I noticed him making an expression of disgust.  About the third time I saw it, I said to him, “Something about the buses or subway disgusts you.  You keep making a classic expression of disgust.”  He laughed and said that every time he is with his mom that she wants to take the bus, and he hates being gridlocked into traffic on a bus.  He finds that disgusting! He prefers the subway.

Next time someone makes a classic expression, ask them why they are feeling that way.  It’s illuminating and interesting, and it will help you start to understand people around you better.

Kiesha Abrahams Parents Arrested

A reader just informed me that Kiesha Abraham’s mom Kristi and her step-father Robert Smith have been arrested in connection with the disappearance of their daughter, Kiesha, in the past couple of hours.

Read more about it on ABC Australia.

You can read my original thoughts on Kristi Abraham and Robert Smith back in August of 2010 here when they first made a plea in the media for their daughter’s return.

Kenia Monge’s Parents: A Study in Honesty

 

I watched Kenia’s parents and while I doubt they have ever been suspected in her disappearance, I just wanted to say that I see no hot spots of any kind. They are a good example of honesty.  When you watch the two speak, they each listen to the other and give us nonverbals that they agree with what the other is saying.  They have tried to convince themselves that they believe someone is holding Kenia hostage, which is a normal and natural coping mechanism.  The mom’s sadness expressions are held in check because of that belief.  She won’t let herself go to that horrible place.

I also watched Kenia’s boyfriend, Laith Essmail, in two videos, and he does not give me any pings either in those two videos. He seems honest and resigned that something is wrong. Considering what has been released in the news about Travis Forbes, it is not unreasonable for Laith to think the worst.

The main suspect in my eyes is clearly Travis Forbes. See my analysis of him here.

Expression of the Day

Frightened Matt by M-n-M
Frightened Matt, a photo by M-n-M on Flickr.

I flew to NYC the other day to deliver training and had a hair-raiser of a flight. A person six seats away from me (across the aisle on the other side of the plane) had a drink ricochet off the overhead bins above her and land on me. The position of the plane at that point was not level by any means and we all felt it. At that moment I was wishing there was a webcam on board because what it would have captured on 200 faces would have been a classic expression expressed by all people on board at the exact same minute. Do you know what expression it is LOL?!

People were praying! And to the man who sat next to me on the flight and allowed me to squeeze your hand to death, thank you, truly!!! You made me feel grounded.