The above title is the response a dealer gave a consumer when she had a problem with a carpet he sold her. She wanted him to help her with her complaint. Her complaint was for dark spots and two blemishes in the carpet. He told her as far as he was concerned he’d done his part, he doesn’t make the product and someone else would have to help her. He told her to contact me which she did by E-mail.

The consumer purchased a 100% nylon Berber carpet made with DuPont nylon. The spots in the carpet, I wrote back, were most likely internally caused from a substance contacting the carpet that left a residue which attracted soil, thus, creating the dark spots. This is something that could be cleaned from the carpet and, if done properly so that no residue of the contaminant or the cleaning agent remained, the spots would be eliminated as well as their source. What she had was not a stain and it is not something that DuPont would cover under a warranty. It is just a normal soiling issue that the dealer himself should have been able to explain and help her with. This consumer is also getting flack from her husband who wanted to purchase an upgraded plush carpet for their new home. It wouldn’t have made a bit of difference what style the carpet was in this case if the dark spots were from a spilled substance. In fact, a cut pile carpet may have made it a little more challenging to remove the spots because of the deeper, looser, pile.

When an independent inspector came to look at the carpet he told the consumer the two blemishes were manufacturing defects. Once the claims process ran its course the dealer should have been informed by the manufacturer that the carpet was going to be replaced in its entirety, the affected area replaced or an adjustment made. That would be the dealers responsibility to resolve and facilitate whatever action was to be taken. The dealer was right in one respect, he didn’t make the carpet but he did sell it to his customer and that makes him responsible for any complaints she may have. He can’t arbitrarily pass off the problem to someone else and expect he no longer has any involvement because he certainly does. Who else is the consumer supposed to go to? He told her to call me and we were able to give her some guidance but that’s all I could do. The poor woman is suffering “household turmoil,” she’s questioning her decision, she’s frustrated and she’s upset, you would be too. I’m frustrated that this dealer should tell her to call me, instead of handling this himself because he feels he’s not responsible for her concerns. How can you be in any business and act this way?

There is no way this issue could not be resolved through the normal claims resolution channels followed for years. The consumer voices a concern with the dealer, the dealer goes to look at the carpet, the dealer files a complaint, either he has authority to resolve it or the manufacturer exercises their right to have it independently inspected. If the inspection comes back stating the carpet has a defect the manufacturer advises the dealer, they both in turn, determine what is to be done and they contact the consumer. The consumer states whether they agree or disagree, options, if necessary, are explored to determine an amicable and mutual resolution and the matter is closed. Is this so difficult to understand? Being that a manufacturing defect was in fact found, the dealer, hopefully, is assisted along the way by the manufacturers claims department to address the defect issue.

The dark spots are another matter. This is not the fault of the carpet but it is a maintenance issue. The carpet may have a propensity to hold soil or spots and that can be determined and tested for, which may also be a manufacturers problem but it also may be that the spots will respond completely and successfully to cleaning. The dealer should either have his own cleaning department or have a relationship with a competent, qualified and professional cleaner who has a good reputation and understands the specialized type of service the dealer requires at a time like this. The dealer could arrange for the consumer to engage the services of the cleaner or, if this is just a simple spot service matter, may even pay for the spot cleaning as a one time accommodation, that would be great customer service by the way. Without question the dealer should go out and look at the concern first to determine what the cause is and what should be done about it.

Everyone knows that no retail operation makes the products they sell but reputable retailers, representing manufacturers products, take care of their customers. WalMart, Penneys or Macy’s for example, don’t make anything they sell either but they don’t jerk you around when you buy something from them and then have a problem with it. This is what your customer is comparing you to and they spend a whole lot more at one time with you than they do at most other retail stores. If a dealer can’t accept the responsibility of serving and servicing his customer then he should get out of the business. No one should ever be told by any retailer, “I don’t make the product.” That’s an affront to the customer, you may as well slap them in the face. If you sell it you have to take care of the problems, complaints and certainly the consumer concerns that go with it, that’s part of being in this business, like it or not.