When the hot sun shines down on Karen DiFronzo’s backyard in Enfield, her pool offers the perfect relief.
"We are the family house. We are the ones that everybody comes to on the weekend and we swim and we grill and it’s just great,” DiFronzo said.
That was all put on hold at the start of the summer when DiFronzo noticed the pool liner ripped. She ordered a new one from Namco. The store told her the liner and accompanying parts should arrive in one to two weeks.
“We had the liner within a week. It was the pool tops that took the extended time,” DiFronzo said.
When DiFronzo called Namco for an update, an employee told her the order would take another couple of weeks.
Two weeks after that, DiFronzo still didn’t have the parts or an update. She went to the store in person and that’s when she found out Namco no longer carries the parts for her pool, which is an older model. The store had to order them from a vendor in Canada, which didn’t have them in the right color. Employees didn’t know when they’d arrive.
"You cannot install the liner without the parts. So we were looking at a lovely ring and dirt for quite a while," DiFronzo said.
DiFronzo was worried she wouldn’t be able to swim for the rest of the season. She contacted NBC Connecticut Responds to see if we could get some answers for her.
Almost immediately after NBC Connecticut Responds reached out to Namco, DiFronzo received a tracking number. The parts arrived a few days later.
Namco apologized for the lengthy delay and refunded half the cost of the parts.
"I am extremely happy with the resolution. And I don't think I would have gotten that resolution without reaching out to NBC. So it's fantastic," DiFronzo said.