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In Defense of the Installer

Expo Design Center
• Bathroom remodeling
• Kitchen remodeling
• Other remodeling
• Flooring
• Installation foul-ups
• An installer's view
• Refunds & exchanges
• Customer service
• Returns/refunds
• Low-price "guarantee"
• Contractors' advice
• Insider's view

In defense of Home Depot and Expo installers, Mary writes:

I'm doing this in defense for those hard-working men and women who are underpaid for what they are put thru on a daily bases. It is not their fault it takes so long to get your appliances and when the customer does get them chances are they're either not what was ordered, wrong color or won't fit in the space provided.

Here's my favorite: "The SALESPERSON said it would fit and that you're the best and could take care of any problems." Key word: SALESPERSON. It is not the installer's fault you brought a 48-cubic inch refridgerator to replace your 36 and it doesn't fit, and he tries to tell you that he's an appliance installer not a cabinetmaker. Your being rude to him and telling him he's stupid and doesn't know what he's doing doesn't get you anywhere. Who's the stupid one here?

I understand that some customers have waited a long time(8-12 months) for their appliances, and when they finally get them, they're wrong or won't fit. For that I am sorry. But treating the installer like it's their fault and they should have known that it was the wrong color, size or whatever is not right, cause they don't do the ordering and they don't see the product until they open the box at your home.

The Expo customers are the worst. Not only are they rude and nasty, they will lie to get their way to get the install for free and never stop to think about the person they either just caused to lose their job or have to pay money that chances are they don't have. If having a lot of money means being a rude, nasty, inconsiderate liar and having no feelings for your fellow man, I'd rather be in my middle-income job, working for a living and keep struggling to make ends meet than have all that money. Money apparently does not make you happy.

Let's put the blame where it belongs -- on the customer for buying the product before checking to make sure it will work in the space provided. Maybe if you checked things out first, you would know what is needed -- and on the salesperson for telling the customer "sure it'll work" or "no problem our installers will take care of it," knowing that the installer doesn't do cabinet work or run electrical lines from the breaker box, then not informing the installer of this so he's in the blind until he walks into the home and has to be the bad guy.

What is really needed is a change in policy. The current policy seems to be: "EXPO CUSTOMERS ARE ALWAYS RIGHT, CAUSE THEY HAVE MONEY." This is not always the truth. A little education goes a long way, so Home Depot and Expo, train your salespeople. The consumer should take some of that money and buy yourself an education on how to be a nice, considerate human being. Learn about the product you're buying. Just because you take out a 30" cooktop does not always mean a 30" will fit the same place. Different makers measure differently.

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July 23 2008

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