Practicing Assertiveness

My whole-house vacuum cleaner suddenly stopped working yesterday, as I was in the middle of using it. I called the service company to troubleshoot before asking (and paying) for service.

The young woman told me to check the tripper. I did and found nothing wrong. Likewise, the plug and outlet seemed ok. So I called and asked for service. They accommodated me and actually came the same day.

What was the problem? The reset button had been automatically tripped and all I had to do was press it. Cost = $75.

My first impulse was to pay for it and feel dumb at the waste of money. Then I stopped myself. I had called first to troubleshoot and was not told to try resetting it. I began to protest.

I was informed, "Well, she's not a mechanic, you know. She just answers the phone!"

"Then she should have told me that," I replied, " and I could have asked to speak to someone who knows the machine."

While the serviceman is writing out the bill in his truck, I proceed to call the young woman back and let her know the problem. She said she'll speak to her boss.

When I refuse to pay, the technician calls the boss on his cell phone (That was nice; I had immediate access to the Boss). I hear him complaining loudly, "She asked for service and we came. I don't need this bull----!" I stopped listening.

He put the Boss on the phone, who said that when the tripper shuts off the machine so quickly it may indicate that the motor is going. Since this is an old unit his explanation makes sense. I reply, "Your serviceman did not tell me that. If I have to get another motor, I don't want to pay for this service call as well."

"OK," he replies. "Let me speak to him."

End of the matter: The serviceman takes the motor back with him to check it out, and they waive the service fee.

I feel validated, even though I may end up paying for a new motor (which will obviously cost more than $75). I have several concluding thoughts:

1. I am really glad that I did not just do "what I was told" and instead voiced my opinion.

2. The Boss is clearly a good businessman, in a win-win situation. By waiving the service fee he kept his customer and most likely will sell a new motor.

3. Learning to assert myself means trusting my gut feelings.

4. Because I felt good about the transaction, I was able to say to the serviceman in the end,
"Thank you for your service. I am an old customer and I trust your work." We both left feeling validated.