Friday, May 25, 2007

Brother

Martin's specific diagnosis is glioblastoma multiforme, which an article posted on the University of Alabama site (http://www.health.uab.edu/default.aspx?pid=90069) calls "arguably one of the most deadly human cancers."  The treament described in that article is not yet available, even in clinical trials.
 
Debbie and I spent most of a week with Martin and Margarita helping out with some of the details of his care and treatment.  He needs to have someone with him constantly now.  It takes a lot of time to prepare his meals, administer his medications, and--as Kedra put it in a recent post--take care of his most basic needs.  The people from the Adventa hospice organization provided the names of some folks who are skilled in sitting with people who need such care and arrangements have been made for those services to supplement the efforts of Margarita and other family members.
 
Martin's mother (and mine) is still in Chattanooga with her husband, Charlie.  She has been sitting with Martin, fixing meals, babysitting with our 3-year-old, Emily, when we were there, cleaning and I don't know what all.  They are staying with Andrew Shavers, who lived with my mother and father when he was young. 
 
Andy brought over a TV for Martin's room, when Martin indicated that he'd like to have one.  After we got it set up, I was channel surfing for something that would catch his attention and found a college baseball game between Georgia and South Carolina.  Martin and I have always loved baseball.  We're more partial to the Major Leagues and particularly the Braves, but, hey, baseball is baseball.  I needed to do some other things, but Debbie sat and watched some of the game with him and he was much more alert and communicative than he had been before.  This would have been on Tuesday, I think, or maybe Wednesday. 
 
Martin has gone to Erlanger hospital three times this week, so far.  On Monday, he was taken in for a scan and other work in preparation for radiation treatments and then on Wednesday and Thursday for the actual treatments.  He has another treatment scheduled for Friday.
 
Because he is not able to walk or to travel by automobile, he must be taken to his appointments in an ambulance.  The lot that their home is on has a fairly steep grade and it is not a simple matter to get him to the ambulance.  The best way is to bring him out the back door onto the deck, down 5 steps and around the home on sometimes treacherously sloping ground to the driveway.
 
In order to make the trip safer and more comfortable for Martin, Harlan Piatt, my brother-in-fact for many, many years, designed a ramp and boardwalk.  I'm not particularly handy with carpentry tools, but we started to work on the ramp this week.  Mostly, I dug holes for the 4x4 posts that support the ramp; Harlan did the skilled work of laying out the hole locations and actual construction.
 
April's (my daughter and Martin's niece) father-in-law, Jerry Johnson, has spent many hours helping on the project.  Jerry's son, Ben, and John Thompson(sp?) have also graciously donated their time and skills.  The Ooltewah Seventh-day Adventist Church donated some of the materials needed for the construction.  Thanks to all.
 
The project is not completed yet, but the ramp was used for the first time when Martin went for his radiation treatment on Thursday; the crew from Lifeguard Ambulance greatly appreciated it.
 
Many friends and neighbors have contributed their time sitting with Martin, bringing prepared food, and cutting the grass.  The family is very grateful for your care and concern.  If your name has been overlooked, please accept my apology.  There are so many and I don't even know some of the names.
 
Among the many visitors not yet mentioned: Pastor Mike Fulbright, who came Tuesday evening(?) and spent some time with Martin and Margarita.  Troy and Barbie McDougal, who are really extended family, brought pizza and love one evening for supper (Monday?).  Linda Piatt--again, extended family--has been over many times.  She and Harlan took Debbie and me out for Chinese on Sunday evening.  Emily (surname?), a nursing student, I think, has been over, sitting with Martin, helping with medications, and cleaning.
 
I haven't mentioned Kedra's visit because she posted her own contribution to the blog, but it was very good to see my niece after I don't know how many years.
 
I'm sure I have omitted some major events that have happened this week and I have certainly left out a lot of minor details, but I trust that this will help many of you catch up a bit on what has been happening in Martin's life.  Thank you for your love and prayers.
 
Many thanks to my church members in Elizabethtown and Whiteville, North Carolina who have graciously assured me that they can carry on the work of the churches when I need to attend to family matters and to my supervisors at the Carolina Conference of Seventh-day Adventists who are allowing me to take the time to do that.  Thank you, also, to the as yet anonymous soul or souls who cut our grass while we were away, to those who contributed to the funds to help defray the cost of driving 500 miles one way to Chattanooga and back (two trips, so far, and more certain to come), and to Janet, who has volunteered to fulfill my assigned duties at camp meeting next week, if I am called back to Chattanooga.  And thank you all for your continued love and prayers.


Ken
Please see the comment headed "Customer service incident at Best Buy."

6 comments:

Anonymous said...

Customer service incident at Best Buy.

The following letter was sent to the Best Buy offices. It describes one of the incidents that occupied our time while we were in Chattanooga. If you are outraged by this event, please show your concern by withholding or minimizing your patronage of Best Buy stores.

Rev. Kenneth A. Lee
104 Slingsby St.
Elizabethtown, NC 28337-9615

May 25, 2007

Re: Customer service incident at Store 488

Mr. Brian Dunn
President
Best Buy Company, Inc.
P.O. Box 9312
Minneapolis, MN 55440-9312


I am writing this letter because my brother, Martin Lee, is unable to deal with this situation himself and his wife, Margarita, is rather busy with much more pressing matters. It is shameful that anyone should need to write such a letter at all.

On April 1, 2007, Martin brought Margarita’s Compaq Presario 2100 into the Best Buy store at 2290 Gunbarrel Road in Chattanooga, Tennessee for repairs. The order number is 00488-898036574. The order clearly indicates that an AC adapter and battery were brought in with the computer. When Martin picked up the computer on April 4, the AC adapter was missing. He did not notice the omission, but Margarita discovered it when he got home. Inasmuch as she was preparing to go to Spain and then they would be going together to Florida, they did not return to the store immediately. They intended to deal with the issue when they returned from vacation.

While they were in Florida, Margarita grew concerned about certain things she observed in his behavior and took Martin to St. Luke’s Hospital in Jacksonville, where doctors diagnosed a brain tumor. Martin stayed a short time in the hospital, then they returned home so that he could undergo further diagnosis and treatment.

On the evening of April 28, within the thirty day time frame for adjustments, Margarita and Martin did return to the Best Buy store, but without their paperwork. They were assured that the employees would enter their visit into their records as being within the required timeframe and that they would look for the missing adapter.

On May 1, surgeons at Baroness Erlanger Hospital removed tissue from the tumor for testing. As a result of the biopsy, the doctors diagnosed Martin as having glioblastoma multiforme, a particularly aggressive and deadly brain cancer.

His health deteriorated swiftly and by May 17 he was unable to get out of bed without assistance. Margarita asked certain family members to come to Chattanooga to assist her in dealing with his rapidly changing condition.

My wife, Debbie, and I stayed in Martin’s home and after several days noticed that the computer was never used. Upon learning the problem, Debbie volunteered to go to the store to seek adjustment for the store’s negligence in losing the adapter, which she did on Tuesday, May 22.

At the store, she spoke to someone who identified herself as Whitney, a Geek Squad Supervisor. Debbie explained the situation and asked for an adjustment. Whitney refused any adjustment, saying, “It’s their word against ours,” and thus implying that in the circumstances of our family tragedy, we had nothing better to do than to try to scam Best Buy out of a computer power adapter. She also indicated that an adjustment might have been made if the request had been in the proper timeframe, which in fact it had been.

Unsatisfied with Whitney’s handling of the situation, Debbie asked to speak to the store manager. Whitney went to a different part of the store and spoke to someone she identified as Joe, the General Manager of the store. Joe refused Debbie the courtesy of speaking to her directly and sent Whitney back to tell Debbie that no adjustment would be made and no variance in the time for adjustment would allowed even if Margarita had been to Spain and Florida and her husband had been diagnosed with deadly brain cancer in the interim and even though they had come in within the proper time but had forgotten the paperwork. Whitney did offer to sell Debbie a replacement adapter so that Best Buy might profit from their negligence and intransigence.

Your website states that “Giving back to our communities is central to the way we do business at Best Buy.” Apparently that applies to corporate community relations opportunities, but not to the way your employees treat individual people. In this particular case, we were not asking for a handout or financial assistance, but only that the store correct their error that has now cost us money, since we purchased an adapter (from another company, of course) so that the computer might be used.

The usual practice in writing a letter of complaint is to ask for specific actions to be taken to correct the problem, but we have resolved the issue ourselves by buying a replacement adapter and cannot now “un-buy” it. I am not sure what you can do to correct the situation or to persuade me to patronize any Best Buy establishment in the future, which is why I have bypassed the normal customer service process, but I thought you should know.



Rev. Kenneth A. Lee

cc: Joe
martinlloydlee.blogspot.com

Anonymous said...

This incident is disturbing. I have sent an email to Best Buy's Community
Relations regarding the callous treatment at the hands of their employees.
Sheila

Anonymous said...

The following arrived today from Best Buy:

"Dear Customer,

Thank you for contacting Best Buy about experiences. I'm Katie with
Customer Care.

We appreciate your concern about the blog you read online. We value
receiving your comments so we may use this feedback to improve the
shopping and service experience for all our customers.

Thank you for sharing your comments with Best Buy. Please do not
hesitate to contact us with additional questions or concerns.


Best Wishes from Best Buy,
Katie and the Customer Care Team"

Timothy D. Lee said...
This comment has been removed by the author.
Timothy D. Lee said...

@Sheila, Thank you for sharing the feedback you received.

We'll see how interested in customer service Best Buy is -- maybe Dad will have communication from them when he gets home. (Not expecting it, but one can wish!)

Timothy D. Lee said...

Just a quick follow up on the Best Buy incident. This is a response that I posted on my personal blog on 1 August 2007 ( http://www.tdlee.com/blog/?p=68 )

I meant to post it here, also.

--

This is an update to my Best Buy or Bad Bye? post. I talked to Mom last night. Dad received a very nice letter from the corporate offices of Best Buy, apologizing for the treatment my aunt and mother received. The letter assured them that the Chattanooga store did not act in accordance with Best Buy policies. The letter contained an offer to reimburse my parents for the new A/C adapter (which was purchased from one of Best Buy’s competitors for about $150 plus 9.75% in Tennessee sales tax). Dad sent the receipt, and he received a check from Best Buy for the total amount, including sales tax.

Thank you to all who expressed concern over this incident. While it may be awhile before I patronize the Chattanooga Best Buy (easy to say since I get to Chattanooga about once every two or three years!), the treatment by the Best Buy Corporate office has convinced my family that this was the result of employees at a local store making bad decisions, not customer disservice policies by the home office. Also, thank you to the Best Buy employees who took the time to right the wrong.

One measure of an organization isn’t whether they occasionally make a mistake (everyone eventually does), but how they respond when a mistake has been made. In this instance, the measure of Best Buy’s corporate office is high in my mind.

I look forward to shopping at Best Buy again!