Cornered Office
with Mir Kamin
I'm a freelance writer and mother of two working from home, which theoretically means I can set my own schedule so as to best accommodate my family. In reality, "flexible hours" often equals "working too much." Yes, I'm my own boss; no, that doesn't mean life is easy. It's hard to leave the office when you live there. But I love what I do and feel very lucky. And not just because I get paid to work in my pajamas.
To learn more about Mir, check out her profile on Work It, Mom! or visit her blog at http://www.wouldashoulda.com/
When social media stops being fun
Categories: Head hitting brick wall, Like talking but with more typing
There are many perks to the various jobs I do, including (but not limited to): Getting to work from home, getting to work in my pajamas, sometimes getting to do great things for charity as part of my job, having a fair amount of creative freedom, and sometimes getting free stuff.
Yeah, I said it. Sometimes I get free stuff. And that’s definitely a perk, I’m not going to lie.
Free stuff is tricky, of course, if you have concerns about maintaining integrity, which I do. There are bloggers who make poor decisions in the face of free stuff, and I never want to be among them. (Side note: Go read Susan Getgood’s excellent recap of the recent FTC guideline changes for bloggers, if you haven’t. Go. Now. I’ll wait.)
I’ve had a lot of fun with the various free things I’ve been lucky enough to receive, right up until I was selected to be a Frigidaire Super Influencer.
Me, I thought: What could possibly be wrong with getting a kitchen full of shiny, new appliances? I love shiny things! To say I was excited was an understatement. The program was completely transparent, with full disclosure in my writing about it, and I was impressed with the way Frigidaire had put the program together and was endeavoring to spread the news about some of their new appliances via word-of-mom.
As for my writing, well, I promised my readers I would tell them both the good and the bad—that I would be honest in my assessment of the appliances I received—and I was committed to sticking to what I’d promised. So when it took seven tries to get me an undamaged oven, I wrote about it. I gave credit where credit was due; I did feel like the folks involved were working hard to make things right, but I also felt like I had an obligation to my readers (and to honesty) to be clear that this may be a product that wasn’t quite ready for prime time, as it were.
And I was okay with that. I talked about the good and the bad. The good outweighed the bad, and I was okay with it.
And then… all hell broke lose.
For one thing, after weeks of hearing a mysterious, intermittent beep in the kitchen, we figured out that our expensive new fridge was the culprit. Our pretty new dryer was worked on multiple times for not getting the clothes completely dry. The dishwasher started making a horrible grinding sound. And then the door to the washing machine broke.
There were emails. And phone calls. I now have the cell phone number of a manager at Electrolux. The repair guy has been here six times. And I’m still waiting.
Just so we’re clear: The first appliance delivery was in May. It’s now mid-November and I still have problems.
I’ve spent countless hours waiting on delivery guys and the repair guy. My dryer still doesn’t completely dry stuff and the last time the repair guy tried to fix the fridge, he broke the ice dispenser. (And yes, the fridge is still beeping.) The dishwasher often sounds like a jet plane taking off.
And I got this stuff for free. To spread goodwill and information about a great company.
I don’t want to blog about how unbelievably inconvenient this has all been, because I got this stuff for free and the folks involved are really trying to make it all right. On the other hand, I can’t not blog about it because then I’m allowing the fact that I got it for free influence me into not revealing a less-than-stellar experience, one that ends with “I’m not sure these appliances have all the kinks worked out of them, yet.”
So I’m blogging about it, now. But it sucks. It sucks to be in this position, where something that could’ve been awesome has ended up being… not. And to be in a position where some folks tried to do something nice for me and I can’t really reciprocate, other than to point out that yes, they’re trying. In addition to the repairs and the replacements, I’ve also been told we’re being granted an extended warranty for free, to ease our concerns about the longevity of these appliances. A few weeks ago, the PR agency involved sent me a lovely gift basket by way of apology for the all the trouble, and it’s very nice, but as I told my contact: What I want is working appliances. It’s a nice gesture, but it’s unnecessary. Let’s please just get all this stuff working.
I keep telling myself I’ll write about it on Want Not once everything is fixed. Supposedly I’m getting a(nother) new fridge and new dishwasher soon. Maybe then I’ll be able to say, “Yes, all of these appliances are awesome.” I want to be able to say that.
But I will think long and hard before agreeing to participate in a program like this in the future. Because it’s not fun when everything breaks and I have to decide what’s more important, honesty or patience.
I’m not entirely sure this is even the right compromise. But it’s the best I can do right now. I appreciate that they’re trying to make it right, but I really wish none of us were in this situation.
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First, thanks for being so honest about the appliances. I have read some other bloggers who got free Frigidaire appliances and have never heard one tiny, little negative word. Which made me suspicious and when I read your account, even more so.
Second, I wonder about the manufacturing process of Frigidaire. Because I had a lovely microwave (built in) from them that came with my house and lasted 10 years. Which seems, to me, a perfectly reasonable life span for a microwave. And since I was happy with it and wanted one that fit the same spot and matched my stove, I bought the updated model of the same microwave last summer (2008).
And then in 6 months, the front handle broke off. And not *just* the handle … the whole front door of the microwave was cracked and we couldn’t even use the microwave without all sorts of jerry-rigging because it is one of those without an open button — you just pull the door handle. (Methinks I know why the handle broke off! Can we say design flaw?)
And as it was still under warranty I spent many, many hours with the repair/warranty/service center people and got all kinds of nowhere. Until after about 10 phone calls they decided just to GIVE ME MY MONEY BACK. Not a new microwave … not a fixed microwave … just here, ma’am, take your money and good luck finding a microwave that will last more than 6 months.
I was so, so happy with my Frigidaire appliances that were manufactured in the late 90s. Heck, the stove is still going strong, and the stackable washer/dryer lasted about 15 years. (The only reason I didn’t replace the W/D with another Frigidaire set is because the size changed and I have a very small space in which to fit it.) But a microwave that has a broken handle after 6 months? And the company’s solution, after many, many, phone calls, is just to give me my money back and give up? Not impressive. And when you give all the examples of the trouble you’ve been having, it makes me wonder what’s going on with Frigidaire’s manufacturing these days.
Anyway, thanks for sharing.
Carla Hinkle | November 17th, 2009 at 12:25 pm
Oh sheesh, you don’t have enough “real” stuff to deal with in your life, now you have to deal with eighty kajillion appliance problems?! And it’s not free anymore, because your time is worth something {channeling my inner Mir, there
}. I’m irritated for you!
Crista | November 17th, 2009 at 12:39 pm
I think appliances and service, in general, sucks these days.
We’ve had a broken dish washer for 7 months now to prove it. Stopped heating the water 2 days after service contract expired. Go figure.
Our new fridge (parents felt sorry for their grandchildren and bought it for us) also beeped and had to have the motor in ice maker replaced, twice.
Gone through too many washers and dryers to mention (you’re welcome!)
Of course, I’d love a new dishwasher. I’d love it even more if someone sent it to me, free (2 out of 4 kids are getting braces, this month) however, judging by your story, I do wonder if it is ALL worth it.
Either way, I understand your hesitancy to post and totally appreciate that you did. Seeing as I signed up for the 2nd wave of “influencers” and, well, of course I’d love a new dishwasher (see above) but, feel better about posting the bad, along with the good, as always.
Besides, I have 4 built-in dishwashers at here at home and they work for free, so far.
Good luck, my friend.
Liz@thisfullhouse | November 17th, 2009 at 12:40 pm
One would think the company would be extra-considerate of people who they know are going to write about their product/service. Sounds like there is a huge disconnect between marketing and service at that company.
I am not a blogger, but I think the best way to handle this is to have a sort of separate category or whatever on your blog - so it’s clear that this is the “right now I’m working for Vendor” space. And bloggers who take a “tone” in their blogging that has them constantly making fun of stuff or using exaggerated language or whatever should let up on it whe they are in “that space.” As long as you are objective and focus on informing the audience, you should be fine. The appliance company knew going in that you were going to blog about “the bad and the good,” so you shouldn’t feel guilty on their behalf. Hopefully it will motivate them and they’ll be stronger in the end. (You might add in your blog that you made suggestions A, B, C, and that they were taken in a positive manner, etc.; maybe this would make it more of a “win-win” for all involved.)
SKL | November 17th, 2009 at 1:08 pm
I appreciate your honesty re the appliances. Most of the time I hear gushing comments from bloggers and it makes me suspect. I once review an expensive tech item and it had a minor glitch and I wrote about it (still honestly loving the product). Feel like I’ve been banned by the PR folks w/ company. But I will not sell myself out. I would just feel terrible lying to readers. Bad karma all around.
I’m sorry that you’re in this position. I don’t envy you. But I do respect you. Very much.
Kristina | November 17th, 2009 at 1:31 pm
I’m sorry you’re going through all this, but I completely appreciate your honesty. As a consumer, I want to hear it all; as a blogger I also want to hear it all. Free stuff truly has a cost of its own.
kim.hormone-colored days | November 17th, 2009 at 2:02 pm
I was originally going to be irate on your behalf because ‘influencer’ is NOT synonymous with ‘beta tester.’ However, it seems like they disclosed the fact that you’d be a guinea pig at the beginning, so I’ve calmed down to a point of commiseration, instead.
I’m glad that they’ve been pleasant to work with, because Crista’s totally right - your time *is* something that you’re ‘paying’ for these appliances, and you’ve had to pay quite a lot. If you calculated your hourly rate, you might have actually paid off the stove and fridge …
Regardless, I’m glad that you’ve found a balance that works for you, but I agree that it’s tricky. When there’s an ongoing relationship, where they’re working to make things right, you’re stuck between wanting to honor their efforts and wanting to be upfront about the # of headaches that you’ve experienced.
My take on things is that it’s unwise on the company’s part to blend beta-testing and ‘influencer’ work - you’re not able to imagine what it’d be like for someone who purchased these things, because you’re getting top-notch customer service, *and* you’re having to USE customer service far more than a purchaser would want. Not the end of the world, but a needless set of complications.
Alice | November 17th, 2009 at 9:53 pm
Thanks for the kind words, everyone.
Alice, I think you hit the nail on the head: This was supposed to be a “Hey everyone, guess what Frigidaire’s done and it’s awesome!” kind of thing, when in reality, they just weren’t ready. I don’t mind being a beta tester if that’s what I’m asked to do… but that’s not what this was supposed to be. And, again, while I’m pleased with how hard they’re trying to fix this, if I was Jane Doe off the street, would I be getting gift baskets and phone calls from managers? Obviously not.
Just a very unfortunate situation all around.
Mir | November 18th, 2009 at 5:58 am
Since I read this post I haven’t been able to use an appliance without saying “thank you” to the appliance gods who keep all-things-electrical working. I hope everything works out in your favor, sooner rather than later.
Sharon | November 23rd, 2009 at 11:06 pm