After
moving to a new house almost ten years ago, Terry and I were coming
out of the winter and preparing some of our outdoor stuff for
enjoying the improving weather. Quick check of the grill showed
that the grates should probably be replaced.
Problem.
No
retailers carried the manufacturer’s grates for the unit. Getting
new ones was going to require a special order. And—because, of
course—such a special order was going to mean a wait of four to
six weeks for delivery.
The
day after placing the order, I was picking up some items in a
home improvement store and spotted a display of clearance items.
Some generic grill grates were there on the shelves. They seemed
to be a decent option for service during the next month, so I
grabbed them.
I
bought three of those grates. Bought them because the price was
low enough that I decided having them for only a few weeks would
be worth it. Bought three because that’s what was needed to cover
the space. As spring begins again and we head toward another summer,
those grates are still in place and ready for summer number nine.
We
grill year-round in this house. The frequency picks up with the
better weather, but on any day it’s possible the flames are lit
and food ready to go. So those discount grates have seen their
fare share of use, plus a little bit more. Somehow, they survive.
Actually,
survived is the wrong word. They have worked so well, so consistently,
that every time I walk past the box that holds the replacement
grates I ordered but have not used, I wonder why I didn’t just
pick up two or three sets of the cheap ones. (Seriously, just
the shipping cost for the manufacturer’s grates was more than
I paid for the three discount grates.)
I
think we all come across such surprises every so often. Purchases
that work out far better than we could ever have expected. Items
that go above and beyond any uses we had planned. Results that
have us questioning why we didn’t purchase more.
A
few years ago, I bought a piece of equipment for yardwork. Weed
whacker. (Pardon me. Not a weed whacker. A lawn trimmer.) At the
time, battery powered units were rated for an entire up-to-twenty-minutes
of use before recharging. With more than an acre to whack—trim,
I mean trim—twenty minutes would have meant three or four spare
batteries, or, spreading the work out over multiple days. Electric
trimmer? Nope. Even two of the longest heavy-duty cords wouldn’t
reach the furthest corner. So, gas trimmer it was.
It
didn’t work. I tried everything. I looked up details online. I
tested every troubleshooting item in the manual. I called customer
service. I adjusted this setting and tried that way of starting
it. Bought new gas and, in a desperate not thinking straight curiosity,
tried older gas. I changed fuel filters and reset fuel lines.
And on and on.
A
year later I was talking to someone that did landscaping and lawn
work professionally. He told me the trimmer I had required a special
tool to adjust the calibration. Said the tool wasn’t shown in
the manual, and for some reason it never got mentioned even though
the tool was sold by the same manufacturer.
Before
that, no one told me about the tool. No one mentioned the specialized
calibration. All I got was general repair thoughts. But, now,
at least I had an answer. (I gave him the trimmer, he adjusted
it because he had tools that worked and the knowledge necessary
to get it set up properly, I didn’t want to deal with the thing
any more, and he’s been using it for six years. So, it did last.)
For
me though, I completely swore off that brand. I won’t buy them
again. Ever. We can talk warranties and returns and the realities
of my naïve level product knowledge. All would be fair. But
how the heck did this thing arrive uncalibrated and in need of
service out of the box (especially without any notations of such
service)?
We
buy things for use, whether personal or professional, with expectations.
While we may not have them specifically outlined, there are definitely
results and performance levels that in our minds are bare minimums.
Meet or clear those minimums, and we’re happy. Fall below them,
we’re upset. Every so often though, there are extremes.
People
wonder where brand loyalty comes from. They rightly point toward
product quality or the emotions triggered by memories and nostalgia.
There are lots of reasons for why any of us are brand loyal. Sometimes
thought, the answer is really simple. Satisfaction. Meet what
we expect and we’ll be happy. Exceed that and we’ll tell our friends.
I
have several things around the house that have performed far and
above what was advertised. Lots of stuff I’m thrilled to have.
A pair of boots that have been so great in the winter, I kick
myself every time I put them on for not buying a second pair.
The thing is, I wouldn’t call any of them cheap. They were cheap.
They were discounted. But, for me, they were terrific finds. And
as a result, I head back to those brands again because they delivered
more.
At
some point, the day will arrive when I put the actual replacements
grates on that grill. I’ll get to see how they work and hold up.
I imagine I’ll be happy and impressed, and my thoughts will wander
over to how well the grill has held up over years and years of
use. But one thing that won’t change is my thrill with the current
grates, the discount grates, probably the greatest accidental
purchase I’ve ever made.