Customer service

Just got off the phone with Kohler. Was installing a new faucet in the laundry room last night and learned (at nearly the last step, of course) that the sprayer hose assembly was missing a fitting. Called customer service this morning and learned that shipping a replacement part would take 7—10 days.

Me: Unacceptable.
Rep: Can send it FedEx for $25.
Me: No.
Rep: Let me talk to my manager.

Was on hold for quite a while. Felt like I was at a car dealership and half-expected to be told they couldn’t remove the rustproofing charge. But I got a “one-time waiver” on the shipping fee and should have the part tomorrow.