A Super Homesense Effort Scores a Super Thank You Gift

By: Sam Briggs  |  February 4, 2016

It’s the week of the “Big Game!” I think you know the one. I don’t have to…and according to my lawyers am not legally permitted to…say it, but I’m sure you can figure it out!

From 1972 to 1974, a certain Indiana native and former Purdue quarterback by the name of Bob Griese led his Miami Dolphins to three consecutive Big Games, winning two in that span. His 1973 victory capped off what was the first, and still stands as the only, undefeated season in NFL history.

Why tell you that here on a heating, ventilation and cooling website…other than to recognize a fellow Boilermaker alum? Stick with me.

First and Ten

In April 2015, just as the temperatures were starting to rise across the greater Indianapolis area, Kelly couldn’t seem to keep her house cool. Either her air conditioning unit wasn’t able to keep up with demand or it wasn’t consistently kicking on when needed. Perhaps both.

Kelly wasn’t sure, but she needed to get someone to check it out soon. It was getting hot fast.

After posting her climate crisis to Facebook, several friends recommended she contact Brian Schutt, co-founder of Homesense. She took their advice and promptly reached out to Brian—choosing to do so via Twitter. And if you follow the Homesense Twitter feed, you know Brian’s an avid user. He often responds to customers via social media platform to schedule HVAC service appointments—just as he did with Kelly.

Soon after their exchange, a Homesense technician arrived at Kelly’s house to discover that the wires leading to the thermostat were either frayed or not fully connected. He quickly made the repair and Kelly’s thermostat began operating properly again.

Second and Five

Unfortunately, the wiring malfunctioned again two weeks later—on Memorial Day weekend. Not the best time for it to go down, as Kelly recalls:

“My dad and I go to the Indy 500 every year. We were at the race that Sunday, and I couldn’t get a signal to make a phone call to Homesense. But I could get on Twitter! So I sent Brian another message there and told him what was going on. He said that he could get somebody out that weekend, over the Memorial Day holiday. And I was shocked that he could get somebody so quickly to come and take a look at it!”

Later that weekend, Homesense Technician Dustin Cover visited Kelly’s house to investigate the problem, only to find that the issue was much bigger than first diagnosed two weeks prior. The entire wiring grid that led to and from the thermostat was fully corrupt.

It could be replaced, but—as Dustin shared—would be both difficult and expensive because of the amount of deconstruction needed to complete the work. A less expensive solution—and a better option in terms of resale value—would be to install a wireless thermostat.

Kelly agreed. And so Dustin performed a temporary fix until parts could be ordered—swapping the functional wires to/from heat with the defective wires to/from the air conditioning.

The Touchdown Pass

Finally, here comes the connection to the two B.G.s:  the Big Game and the Bob Griese.

While on the service call, Dustin noticed a small collection of autographed footballs Kelly had on display in her home…one in particular. She recalls the exchange:

“Dustin noticed one football and said, ‘Wait a minute, this one’s signed by Bob Griese!” And I was like, “Yeah, he’s my uncle!” He got so pumped because he’s a huge Dolphins fan. He asked if he could hold it. I got it out of the display case, and let him check it out. I could tell he was in awe—just super floored by it.”

20150727_084812And later that night—in gratitude for the service Dustin had provided—Kelly contacted her dad to arrange the shipment of an autographed football to Dustin at the Homesense offices.

“I thought it might be a nice gift. He definitely was super professional, super nice. Really took the time to diagnose the situation. And I don’t think I was even charged for that second service call because the problem wasn’t fixed initially. That was really great too! I really appreciated the professionalism, all across the board—from Brian to Dustin—everyone involved at Homesense.”

The Extra Point

While this isn’t an everyday experience, we thought it was “super” relevant this time of year.

And of course, if any element of your HVAC unit goes out during the Big Game, just Tweet us. Brian will be in touch shortly!

 

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