Project or Job Not Complete Until Customer Sign Off

A Project or Job is Not Complete Until Customer Acceptance & Sign Off

We recently needed to replace our washer and dryer. Due to space considerations a stacked washer and dryer ( dryer on top of washer) configuration was required. Stopping at a local appliance store , where they had the models we were interested in on display, we were helped by a knowledgeable sales representative. He advised us on the features of the 2 different brands we were interested in, and along with our prior research helped us to make the purchase. The sales representative , explained (and scheduled) the delivery , installation and old equipment removal process. He also mentioned if we applied for a store credit card, we would receive a 10% rebate on the purchase price, which we ultimately applied to a 5 year extended service contract on the washer. We left the store satisfied with the purchase process and experience, and waited for the delivery date to arrive.

The store called the day before to remind us of the delivery and 4 hour time window and also called 10 minutes before the truck was due to arrive. The installers removed the old machine and placed the new machine , making the necessary electrical, plumbing and dryer vent pipe connections. At this point the installers were looking for acceptance and sign off. When we looked at the installation , we observed that the aluminum vent pipe was crushed when they pushed the washer / dryer in place as shown in the picture (once the pipe was removed).

We mentioned this to the installers and they first said it is fine as is , and then said we would need a flexible vent pipe instead ( which they did not have ) . I stated that I may have a flex pipe to which the installers said they would install it . As I was going to the garage to retrieve the pipe , the installers hopped in the truck and took off ( without us signing acceptance of delivery and installation) . At this point we were definitely not happy and called the store. After spending close to an hour on the phone we were told the order status was in process and that nothing could be done to schedule a re-install until the truck returned later on Saturday. Since they were closed on Sunday , we needed to call back on Monday morning.

Later in the day , we went to Home Depot to purchase pipe clamps and a shorter piece of semi - rigid piping. Ultimately I used the flexible pipe I already had to complete the vent installation. While installing the vent pipe , I checked to see if the machine had been leveled and realized the installers had also not leveled the machine. The installation instructions clearly state installers are required to level the machine to avoid excessive vibration and noise.

I called the store on Monday and requested that the installers return to level the machine properly and that the cost of the damaged pipe be refunded ( I had to return to the store for this) . The reinstall appointment was scheduled for Thursday morning (8 am to 12 noon). The team arrived around noon. However, they did not come prepared with a level or the proper sized wrench to unlock the adjustable legs (both of which I provided). They were then able to adjust the legs and level the machine ( This required 2 people: one to lift the side of the machine and one to adjust the legs). Finally sign-off and acceptance was completed.

Think about the preparation and complete follow through of tasks on your projects to the completion and acceptance / sign off state. For this project (replacement of a washer and dryer) , everything went well until the last 2 routine tasks of the project. In this case providing the proper tools and a checklist for the installers, which included leveling the machine, would have helped. Having a spare vent kit and/or flexible pipe would have also allowed completion of the job on the first visit , avoiding disgruntled customers, extra time and cost.