Pardon me while I dash off a note to Whirlpool

In the many books I have read about "making the sale" and "pleasing the customer," they have all stressed that it is the extras that make a difference. The follow up to make sure that everything was satisfactory, the extra-special service and the unexpected small, free extras. All these make a satisfied customer who will recommend your service or product to others.
Some neighborhood firms still do this. Joe's Paint Center and Floor Store in Branford, where I purchased carpeting and Hunter Douglas shades for my new home office, not only returned a second time without charge to switch the shades to a different window where the lever was easier to operate, they sent me a hand-written thank you for my business. They will have me as a repeat customer.

However, many large manufacturers seem to me to be neglecting the care and feeding of their future business. For my newly installed kitchen, I chose all Whirlpool appliances, reasoning that they had a good reputation and by choosing one manufacturer, it simplified the process, and I was assured the styling and stainless steel color would all match. The total expenditure for all the appliances was a substantial amount.

My refrigerator-freezer is spacious with a well-lit interior and deep-door shelves to hold large bottles. Once I learned how to use the ice maker so the ice went into the glass and not all over me or the floor, I was indeed pleased. However, where was the plastic egg crate and the butter dish of yesterday? No longer are these nice "extras" supplied.

My electric range came with all sorts of dire warnings about how to use safely as well as instructions on how to bake and broil, but no broiler pan. This is now an "optional extra," which I must purchase. How, pray tell, can you use a broiler without a broiler pan? How can this possibly be considered an "option"?

The microwave is large and has a tray that can revolve or not as you choose. However, the directions were so complex, I burned the corn on the cob.

At least all the appliances came with printed instructions. Too often nowadays, manufacturers only supply instructions on a computer disc; impossible to follow if your computer is in another room, away from your misbehaving appliance. And what of those unfortunates without a computer?

My kitchen installer, Kevin Sweeney, ( a model of helpfulness and efficiency) had informed me that one little screw was missing from the bottom pull-out drawer of the oven. Receipt in hand, I put in a call to Whirlpool. When calling any manufacturer's help line, it is best to have a short novel in hand while you are put on hold. They all seem to be experiencing "unusual heavy volume" forcing you to listen to loud, jazzy music or commercials for their other products.

Strange, but if you call to order something new, you rarely have to wait. When finally connected, I was told that my sales slip information was not sufficient; I would need the serial number imprinted on a small silver disc inside the pull-out drawer. Bending down and squinting with phone in hand, I realized that it would require a yoga master with 20/20 vision to read that serial number. Reluctantly, I shall have to wait until someone young and super flexible visits to replace the screw.

My Mom always told me that if you were going to complain, do it where it will do some good, so I intend to write a letter or forward this column to an executive at Whirlpool. I will let you know the results, if any, at some future date.

Contact Jean Cherni, certified senior adviser for Senior Living Solutions and Pearce Plus, a helpful, full-service program for seniors contemplating a move, at jeancherni@sbcglobal.net or 49 Rose St. Apt. 510, Branford, 06405.

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