We had a new alarm system installed today. The two installers were very nice, and neither seemed to mind any of the questions that Linus threw at them (and yes, I did try to keep her away). The remained at my house until they got every known kink out of the system. There were a fair number of kinks since the original alarm was not put in correctly (and no, I don't think that was a marketing ploy because we did not have to pay for the extra time they spent).
About 2 hours after they left, the alarm started sounding. We called one time and company head quarters told us what to do to fix the problem. Only that didn't work. So we called back. Army got a new guy when he called back, and this guy told us how to replace the special $30(!) battery. As Army was discussing this, I was pitching a fit. This is BRAND NEW, I should NOT have to replace it at my expense. When Army told him it was brand new, he said they'd fix it. They will be here at some point in a five hour stretch. Army told them that they really needed to narrow down the five hours. They said they really could not narrow it any further. Because we were late meeting somebody, Army didn't argue.
I do realize it's not that big in the scheme of things, but what if I still worked? Teachers are not given the luxury of taking off an hour here or there. Our options are full day or half day. If I were still working, I would have needed to take off a full day today for the installation, and another full day tomorrow for the repair since their five hour block does not fall within a teacher's half day hours. And that doesn't matter anyway, because no matter what you line of work is, you should not have to take a five hour chunk out of your day to babysit a doorbell.
I'm finding more and more companies are giving themselves large time slots in which to show up at your house. On some occasions, I do understand, but most of the time it irritates me. We had a guy coming to give us an estimate on some work on our house. He cancelled the first appointment. The second time he kept pushing the time back further and further. At the point that he was pushing two hours behind, he called Army to tell him he'd be another half hour or so. Army very plainly told him that we'd have to cancel the estimate because if he couldn't show up on time for an estimate twice, then Army felt like that may be reflective of his work running behind when he began a project on our house.
So, how do you handle situations like this? Do you have stock answer that really works each time?
3 comments:
I've come to believe it is rare today to find good customer service. I don't know why and it's gotten to the point I over thank the individual who JUST DOES THEIR JOB because he is so friggin unique!
My HVAC guy always says after 12:00. That could be 12:05 or 4:35. Aggravates the crap out of me. If they encounter a problem, they should have a backup guy to come see me at the designated time and there should be a designated time!!
I'm with ya...good post!
During my parents saga of building their house this has happened to them over and over.... the man who had to install the custom glass in the front door kept pushing it back until after dusk, but the house was still a shell & had no electricity so he couldn't work. The company that built the custom kitchen table can't seem to show up to switch the defective table out with the new one. The new one was the wrong finish when my Mom specifically paid for a different finish.
She now tells people that their services are no longer needed and they needn't send a bill for the work they already did. Typically that lets them know how serious you are & ellicits the proper apologies & work.
However *some* companies now give you a window, but the day of allow you to log online or call to get a much narrower window after they've solidified all their appointments. It never hurts to ask!
I totally agree with you, Lanny. Not only do large windows bug me (and I always say to Rob, what would we DO if I worked full time?!) but the general attitude of people working these days bugs me.
I cannot even TELL you how often I greet the checker at the market INSTEAD of being greeted. And I say "Hello. How are you?" and I often get a sullen "Tired" or "okay" with no other attempt to smile or converse. It is really kind of sad.
I always try to be upbeat and friendly anyway. I always, always teach my kids to greet people in a friendly and kind way, no matter what their job or attitude.
Leeann
niccofive.blogspot.com
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