IKEAの曲がったネジの交換
IKEAで先月購入した本棚「AGERUM」をやっと組み立てる気になって、やたら重い梱包を開けてみました。
イケアの家具は、ご存知のように自分で組み立てるのが基本です。でも組み立て方法にはいくつかのパターンがあって、過去に何回か自分で組み立てたことがあるなら、パーツと金具をみるだけで組み立て方法が想像つきます。
さっそくマニュアルをチラッとみてすぐ組み立て開始。
組み立てを開始してすぐにあれっ?と気がつきました。
脚の部分を固定する部分の長いネジが1本先端部分で曲がっている。
それもかなり見事な曲がり具合。
ペンチや金床でまっすぐに矯正しようにもネジ自体の径が7mmぐらいあるし、あんまり強く挟むとネジをつぶしてしまいそう。同梱されているネジは脚4本分だけで他に代用がきくパーツも自宅にはありません。
脚なしで使おうかともちょっと思いましたが、うわさでよく聞くイケアのサポート体制がどうなっているのかに興味があって、メールしてみました。
電話はつながりそうにない予感がするし、上手に説明できるほど交渉ごとがうまくはない、だからあえてメールで。メールといってもサイト上のフォームページですけど。
文面は最大限に低姿勢で、困っていることをにじませつつ証拠写真のネジを撮影してWebにアップしておいてその画像へのリンクも掲載しておきました。
ネジ部分の交換希望フォームを送信して30分後。
予想外に早い返事が来ました。「返品もしくは交換するから製品全部をもって店まで来い」と言われるのを少し覚悟していたにも関わらず、丁寧なお詫びとともにもうすでに該当ネジを送付したとのこと。
そして翌々日にはお詫び状とネジ2本が届いていました。日本では普通な不良品交換対応なんですけどね。
なんだか普通でそつのないイケアのサポート対応でした。
サポートを最小限にして基本的な責任は購入した客側の問題、その結果として価格を抑えている、という考え方をしていると理解していたので、ある意味で今回のように普通な対応を経験できるとは思っていなかったぶん、勝手に拍子抜けしつつもすこし見直してしまいました。
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