On Monday I called Discount Tire in Mankato, taking them up on the 30 day replacement or warranty thing. About the tires I wanted I was told, "They should be in on Wednesday." On Wednesday afternoon I called and was told they weren't in, but might yet arrive that day. There was no call later on Wednesday. Nor on Thursday. So this afternoon I called and asked. I was asked to hold while they checked the truck that had just arrived. My tires weren't on that truck either. I left my phone numbers, again.

A little while later I got a call from the manager who wanted to know if I recalled who I had talked to on Monday and Wednesday. I really wish I had the name of the guy on Monday, but I've forgotten it. I explained the situation and was told that the question about why I wanted to get away from the Goodyear tires was that they had to have something to put on the form. But mainly he wanted to find out what happened that it took them so long and was trying to trace who all handled the matter so he could find out what went wrong and how as, "A customer should not have to call three times." This time I was told the tires would arrive on Monday. If they aren't on the truck like they ought to be, he'll go up to the Cities and get them himself. And likely give a few folks an earful, was left unsaid.

I hadn't gotten to the point of vocalizing any suspicions about delay tactics that would leave me stuck with the Goodyear tires I don't want. I didn't have to. The manager's call, attitude, and promise of what would happen - and how he'd make sure it would happen - took care of that. I don't expect a company or a store to be perfect and never make a mistake. It's what they do about any mistakes that matters. My impression of Discount Tire just went up significantly.

Current Mood: calm