MG Building Materials

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On January 8, 2016, Ms. [redacted] came in to MG Building Materials to try and return some cut wire that she had purchased more than 30 days ago. Our return policy (printed on each invoice and posted on signs throughout the store) states that we will not refund any cut products, wire, pipe, rope, etc, all other merchandise may be returned within 30 days of purchase, with receipt. Ms. [redacted] stated that she had asked an MG employee to cut her some #2 wire, and that’s what she was sold. Ms. [redacted] however changed her version of how she asked for the wire to include that she told the clerk that she wanted 200 amp wire, that now changes eve­rything. #2 wire is typically used for a house running 100 amps, which is common practice, and #2/0 is used in houses requiring 200 amps. This is one reason why we don't take back wire, It is common for customers, in an effort to save money, not to hire electricians and do their own electrical work. In Ms. [redacted]’s application #2 wire would have worked, but because of the very long distance, there is a significant voltage drop, this drop makes it necessary to run #2/0. When I asked Ms. [redacted] who sold her the wire she could not tell me who cut it. I wanted to ask that person if she asked for #2 or #2/0 wire. There’s is a very big difference between the two, if she asked for #2/0 wire and was cut #2 wire she would have noticed the difference, 700 feet of #2 can be carried by an average man of average strength, #2/0 wire requires a forklift to be loaded. Our sales people are instructed only to cut and give customers what they ask for, our instructions to them are to never make recommendations or suggestions, no one here is a master electrician. So Ms. [redacted] pleaded her case that she asked for #2/0 wire and not #2 wire and I stood firm on our policy not to take back cut wire. I have worked here 15 years and have encountered this many times. A customer tries to run their house with #2 wire, finds out it under sized and tries to exchange it for #2/0 wire. Why? Because 700 feet of #2 wire cost $840 dollars and #2/0 wire cost $1540 dollars. She would not accept my decision and asked to speak to my supervisor; he then told me that we would make an exception for Ms. [redacted]. He asked me how we could help her, I told him all we could really do was have her bring in the wire and if it was in re-sellable condition, I could give her credit. Ms. [redacted] did not accept this, she said that we made the mistake and that we should go pull the wire out of the conduit, we firmly stand behind the fact that we did not make a mistake. We do admit that we bent our return policy because Ms. [redacted] is an older lady, and she was crying and honestly she “tugged our heart strings”. Finally it was decided that I would go to her house on Monday and remove the wire. On Mon­day Ms. [redacted] called demanding that I take the #2/0 wire so that I could install it while I was there, I told her I would not do that, she again would not accept that, I then directed her to my supervisor. Jason (my supervisor) told me to just go pull the wire and inspect it and bring it back to determine if we could give her credit. Monday afternoon an­other employee and I went to her house and removed the wire. There was not any wire that was re-sellable, it had been incorrectly installed. It had damages to the exterior jacket every 2 or 3 feet. I showed her the wire and explained to her why the wire was so damaged. She confirmed their method of installation, but she once again would not accept the facts. The wire was left in her possession and I returned to the store. No credit was given nor will be given. Please see pictures for damages to the wire and to see the difference in the two wires. Mg Building Materials went above and beyond in this case to try and help Ms. [redacted]. We did something that has never been done before and I be­lieve that a great effort was made to try and help Ms. [redacted]. I don't believe Ms. [redacted] has ever been to school or trained to be an electrician, connecting the main power supply is not a task for just anyone, only a licensed professional electrician should connect the main power supply to a new home. [redacted]

          
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