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The Covid Excuse

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Since Covid hit, virtually every service provider and manufacturer I have dealt with uses Covid as an excuse.

  • “We don’t have enough people because of Covid.”
  • “Wait times are long because of Covid.”
  • “It’s out of stock because of Covid.”

Recently, we opened up our cabins in Grand Marais, MN.  It can be an adventure opening up because you never know if something happened over the winter.  This year we had some minor mishaps.  One really sticks in my craw.  Kohler manufactures a faucet.  If you go on internet forums, it’s pretty clear there is a faulty part.  Our faucet is no exception.  We need the part.  Kohler is replacing it under warranty.

The problem is, if you go to Kohler’s website, you can’t get any service.  Call them?  Forget about it.  Hold times are long because of Covid.  Covid, Covid, Covid, I am so done with Covid.

After 15 months of lockdown, major companies should have been able to figure it out. Conversely, their management team is clueless and can’t.

90% of the websites I go to are so poorly designed it’s really hard to find the right place to get help when you need it.  If you are mobile and try on your phone, it’s even more painful.  When you call, you get some service that really doesn’t know what’s what.  I am amazed at how terrible service is these days despite the progress we have made technologically to enable companies to provide high-touch service to customers.

I know a lot of people are trying to improve their homes right now.  When I go to appliance or plumbing stores, they are overwhelmed.  I wonder if the world will wake up because of Covid and instead of shopping by design, or reputation, they will go to a company website and shop by the ability to get service instead?

The post The Covid Excuse first appeared on Points and Figures.


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