From where the sun now stands, I will fight no more forever.

I feel like Bill Cosby when he finished his mother's sentence--"and tired".

The week began, poorly enough, when our fridge began snapping at us. When the compressor kicks in to cool off the food, the electrical panel freaks out, causing the lights to flash. The panel won't respond to changes, and the door over the ice chute keeps cycling open and closed. No water or ice will come out, also.

We called GE, the warranty company, who informed us that while they had the coverage for the other appliances we had bought at the same time, the fridge was missing. I called Grant's (where we bought it), and they pulled up the invoice, showing the fridge, washer, dryer, and dishwasher, all bought, and all under extended warranty. We called the warranty company back, and they confirmed the washer, dryer, and dishwasher, but for some reason the fridge just wouldn't show up. I asked if we could schedule the repair while they were waiting to confirm the documentation, but their order/scheduling system would only allow them to schedule repairs for registered appliances. I was assured that once the docs were received, that a maintenance main would be able to schedule within the same or next day. GE required that Grant's fax in the invoice to their dealer assistance department (retailers only, no customers, please), and Grant's, apologizing to us, did so yesterday. We had to call GE back today, and they told us that a repair person would be out between 9 and 5 Saturday. They could not confirm a closer time, and told us to arrange a more exact time with the actual repair company they had contracted to.

I want to unpack this, based on my experience with call centers, CSM systems, and bureaucracy.

First, if Grant's had supplied the invoice to GE, they had nothing to apologize for. All of the items and their warranties were on the same document, so if one was supplied, all would have been supplied. It is most likely that someone at GE failed in their data entry. GE, however, does not have to apologize, apparently because they are GE.

Second, I can understand that GE's CSM system will not let them order a repair appointment unless that appliance is in the system. However, it appears they outsource the repair entirely, and do not have a better interface with their contractors other than to narrow it down to a given day. I have dealt with other companies who subcontract repairs, and generally they can at least narrow it to a four hour window, with the ability to get an idea of when on the list you are (first, last, in the middle), so you can schedule. That GE does not have this ability gives the impression that customer service is not a priority. Getting a warranty is fine, but fulfilling it, sort of like medical insurance, is only a liability to them, so they do not go out of their way to make it pleasant and/or easy.

So that's Monday. On to Tuesday.

Tuesday, we come home to find out that our gas has been shut off. I call Nicor. After a four step IVR tango (with two misunderstandings which are translated to "automatic payment" until I say no), I talk to a nice CSR who informs me that I had been mailed notice of my previously imminent suspension, which I did not receive, and that I owe the balance from my home that was foreclosed on last year. I advise her that we were assured by the bank's agents that they would transfer the account to their name last year, and that, during the foreclosure auction, it is announced that all utilities on the purchased property become the responsibility of the buyer; in my case, the bank. I am asked to email in the foreclosure papers so they can review it and make a determination. Luckily, I have electric water heat and blankets, but I have a trip to Indiana the next day and they are to call me.

Wednesday, I get no calls, and so call Nicor back. I am advised that the Correspondence department has received my documents, and will make a determination in the next two days, and that if they will turn my gas back on, it will take 1-2 days depending on the availability of a service person. I hang up and start to cry.

My wife calls Nicor, gets a different person, who admonishes her for us not checking our mail and electronic bills that notified us that we were facing suspension. The notice was mailed on 4/20, the same day I made a @$800 payment. We didn't receive it. The CSR told her that it was mailed to our old address, to notify us that our current address would have service suspended. He also said that they did not know the bank had foreclosed on the property. When she pointed the mailing error out, he then claimed that there was a "black box" on our electronic bill notifying us of the pending suspension. I pulled up the ebill--no "black box". With that revealed, he retreated to us needing to keep current on bills, and that they did not know that Wells Fargo had taken over the property--but then she pointed out that they he had just told her that they were notified in December to close out the old account. And, of course, they have no answer.

So I sent a new email to the "correspondence" department. I point out that their notification was deficient, first for going to an address that was changed for mailing over a year and a half ago, and the second for not actually existing. To cure this, I ask that they immediately reinstate the service. The second issue is that they have improperly transferred liability for the foreclosed bills from the foreclosure buyer to me, and that they need to redirect that bill to the correct responsible party.

I don't know, but my opining is that fighting large corporations is difficult. They have people paid simply to deny, delay, and avoid consquences for the company (CSR, attorneys and the like), while homeowners have only themselves. It appears they want to play a waiting game where I will be forced to pay because I can't afford not to, while I may have to take them to court and take hours of my time not working, but fighting their error. They have effectively outsourced costs to those least able to absorb and/or contest them.

I am tempted to find others with similar stories, especially on the foreclosure/utility liability issue, to see if there is a class action available against the utilities, and/or the banks, for trying to avoid their responsibility.

And tonight, one of the dogs just went in the house.

There is one non sequitur here; I will fight, but sometimes I feel like Canute with a broom.

Thank you for reading.

Definitions

Fraud = Theft by Deception

Fraud Guy = Someone who attempts to prevent Fraud

Fraud Guy (blog) = posts on Fraud, Deception, and Theft (as well as occasional notes about the Fraud Guy)