What We've Got Here Is Failure to Communicate

This is another one of those posts that's not really about the house. It's about a common issue that isn't really that hard to fix.

Once again one of the bathroom sinks was draining slowly. We took all the items out of the cabinet under the sink. I disconnected the actuator for the stopper and removed it. The stopper was full of hair and other gunk so I cleaned it.

Then I shone a light down the drain to see of there were other restrictions. There were, so I started loosening the tailpiece extension and p-trap so I could clean them more easily. The p-trap came out without trouble.

When loosening the tailpiece extension, the tailpiece sheared off immediately below where the stopper actuator joins the tailpiece.

Weird.

I called the plumbing supply place where we purchased the fixture to see what options we had. If we could find the order/receipt and send some photos, they would submit a warranty claim with the manufacturer.

I found the necessary papers, took photos of the papers & broken pieces, and emailed the photos.

A week passed and I heard nothing. No reply to the email. No phone call. Nothing.

I called. He did not answer the phone, so I left a voicemail.

A week passed. No return call. No email. Nothing.

I had a Friday off and was running errands more-or-less in the neighborhood, so decided to stop in to get an update.

I introduced myself and explained why I was there.

Turns out he had received the email and had submitted all the information to the manufacturer. They had agreed to replace the part at no cost, but because the finish is not one of the most common (satin brass rather than nickel or chrome) it might take a while to get one. He wasn't sure when they might ship it or whether they would ship it to him or directly to me.

Two more weeks passed. The new part was shipped directly to me. I received it yesterday and installed it without issue last night.

So, here's my frustration. Communication. Why is it that businesses are so bad at communication? It's the simplest thing that requires so little effort and makes such a huge difference.

Did I mention that I was the only customer in the store? Did I mention that every time we've been in the store (many times over the years for the kitchen and this bathroom) we've been the only customer on the premises? Given that, how much time does it take to reply to an email to say you've received it? Or return the phone call which specifically asked if you'd received the email? Should I really have to come in person to get an update when you're only open from 9am-4pm on weekdays?