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Author: | Annoyed Customer |
Subject: | Poor customer service |
Posted At: | 2004-09-08 19:04:05 |
I selected a window replacement company on the recommendation of other customers, quality of the windows & very professional sales presentation.
Was very happy with my decision & signed the contract. The company needs to remeasure the windows for accuracy, so I made the appointment, waited all day and they never showed up, never phoned to let me know that there was a problem. None of the other customers I know ever had this problem. Needless to say, I am extremely upset. They did call late that night to apologize & reschedule, but there was no excuse for not calling me when the appointment was missed during the day.
I would never have signed a contract with them if they behaved this way during the sales presentation & would cancel it if I could. One thing I detest is poor customer service and now I feel I am stuck, I no longer have a good feeling about doing business with them, and there is nothing I can do since the contract is signed.
Now I fear that if I have a problem with the installation, they will not respond appropriately.
Is there anything that can be done in this situaion?
Author: | xenef |
In Reply To: | Poor customer service (posted by Annoyed Customer) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-08 19:21:08 |
Call them... talk to an owner or manager... share the same feeling you have here. If they don't respond and haven't already ordered non-returnable product, you can rescind with a nominal fee or no charge. A contractor only has legal rights to your deposit if they can prove irrevocable expenses or have invested in labor pertaining to your contract. Good Luck.
Author: | Guy |
In Reply To: | RE: Poor customer service (posted by xenef) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-08 21:19:48 |
I agree with XENEF (HA). If we were to make this mistake. I would detect the time the customer spent in waiting. Sometimes this does happen. Things slip through the cracks. It's up to the company to make good on any issues. I'm sure they will be more than happy to meet any problems you may bring to light! Just be patient and calm. You will get much further than blowing a gasket on someone. Good Luck!!!
Author: | Contractor |
In Reply To: | Poor customer service (posted by Annoyed Customer) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-09 00:29:12 |
More than likely, the measure man is an installer. In this business, installers get busy, and things slip their minds. At least the company had the organization and thoughtfullness to follow through and find out whether he made it to your home, and then called when they found out he didn't. Give them a break, they're only human, and they did call and apoligize the same day. Do you think the company deserves to lose their sale because it slipped this guys mind?
The company probably did not even know he didn't make it to your home until right before they called you. Have some patience. These companies are busier than you could ever imagine during the day.
Trying to get 25 installers to be everywhere they are supposed to be at every second of every day is not an easy task either.
I personally think it is no big deal. Surely nothing to cancel a deal over. Just my opinion, as I see others disagree.
Author: | steve |
In Reply To: | RE: Poor customer service (posted by Guy) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-09 02:26:52 |
I believe you have 3 days to cancel a contract. Has it been that long since you signed. People making excuses for this type of treatment have more than likely done the same thing to somebody. I have found that making excuses is an art that has been perfected by those that make them most often. Making excuses is easy, doing what you say you will do is often harder. And poor service at the front end is usually a harbinger of things to come.
Author: | steve |
In Reply To: | RE: Poor customer service (posted by steve) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-09 02:39:03 |
And there's no way they could have already ordered the windows if the appointment to take accurate measurements wasn't kept. Just don't let them back in the house and they're not likely to just guess at the sizes since they will be the ones to eat the windows if they're not right.
Author: | Art |
In Reply To: | RE: Poor customer service (posted by steve) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-09 02:45:14 |
I'm a big believer in good customer service as well as the next guy. BUT, I do realize that sometimes things happen that are beyond control. If the measure man just blew it off you have every right to be angry. BUT, what if he was in an accident that left him unconscious? Had a family emergency that totally occupied his mind? Got involved with something in the line of duty that required such a degree of focus that he simply forgot some things - like to call you?
Having been in your shoes more than once I full well realize the frustration that one feels. I would think at this juncture the telling point is that you know others that have dealt with this company and are happy with their experience. Since you obviously respect their opinions, why not give it another chance? Do you know of anyone that has always been perfect? Has no one you know NEVER made an error like this?
Author: | Customer |
In Reply To: | RE: Poor customer service (posted by Contractor) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-09 03:42:14 |
Does the window company basically contract out to an independent installer or is the installer an employee of the window company?
The reason the window company knew he didn't show was because I phoned them & informed them.
Now they want to reschedule & have me wait again...he will show up within a 4 hour range. I told them that was not acceptable as I already waited & I expect the first appoitment in the morning.....now I have no idea if I'm dealing with a window company employee or an independent installer.
Author: | Window4U (IL) |
In Reply To: | Poor customer service (posted by Annoyed Customer) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-09 07:15:19 |
I've always figured that everyone, even the best professionals make mistakes once in a while. It seems like having a heart, and giving them a chance to make it up to you with excellent service from now on would be the decent thing to do. I'm sorry, but I think you have seriously over-reacted.
After all, if you made a mistake tomorrow at your job and forgot to address one little detail, would you want someone to give you a second chance, or do you think you yourself should be immediately be fired?
Author: | tin man |
In Reply To: | RE: Poor customer service (posted by steve) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-09 16:22:34 |
Excellent perception Steve. Make the company sweat. Why should she be so accomodating to them and welcome them back. I bet the remeasure installers are sweating too.
Author: | steve |
In Reply To: | RE: Poor customer service (posted by tin man) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-09 20:10:14 |
I'm sure nobody is sweating. Except maybe the poor guy that got stood up by them. They know there's plenty more fish that will accept crappy service, what do they care. And Annoyed should know there's plenty of good, concientious installers that would just love to show him how it's really supposed to be done.
Author: | Contractor |
In Reply To: | RE: Poor customer service (posted by steve) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-09 22:43:47 |
She checked the contractor out beforehand, and he checked out great. His worker screwed up and forgot an appointment. Period.
You people that want to put the screws to him are unbelievable.
I guess you are all perfect.
{Perfect *******'s that is.}
Author: | steve |
In Reply To: | RE: Poor customer service (posted by Contractor) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-10 02:13:26 |
Not sure how you came to the conclusion "he checked out great". Annoyed said he based his decision on the recommendation of other customers-I wonder if these were references given during the "very professional sales presentation". If these were cherry picked by the sales guy, it may have been his mom, dad, brothers and sisters. And the quality of the window has nothing to do with the quality of the service.
And Contractor if you feel the need to resort to name calling...BITE ME!!!
Author: | Guy |
In Reply To: | RE: Poor customer service (posted by steve) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-10 04:17:25 |
Steve, so far your posting doesn't do anything for the good of the board. Your comments have nothing to do with anything about the issues. All you do is go against the grain and poor salt on everyones post.. If you can't figure stuff out then leave. As a matter of fact I now know why FenEx left. It's because of posters who are only here to stir the pot.
I'm done posting here!!! It's nothing but BULLSHIT!! It's a complete waste of time and effort. People like you just blow up everything we offer help on. I know you feel we have no clue and constantly bash. Well have at it Steve!!! You answer the questions here and we'll see how long it takes for the board to fail. By the way. The "Bite Me" remark. I think Contractor is looking for a meal, not a snack!! Ass Clown!!
I'm outta here.
BYE!!!!!!!
Author: | steve |
In Reply To: | RE: Poor customer service (posted by Guy) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-10 19:57:57 |
Oh really. So going against the grain is a no no on this board. I think I get it now. Don't post your opinion unless it's like everybody else's. I think I stuck to the issue pretty well. And I didn't start the derogatory posting. Get the facts straight. Dip S**t.
Author: | no name please |
In Reply To: | RE: Poor customer service (posted by Guy) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-10 20:46:31 |
Guy, I would guess that it is fall and that we all (dealers, installers) are so busy we can't help but feel the way you do. In some 11 years I have never seen a fall like this one for the replacement window business. Unbelievable demand for good replacement installs and we are running 60 to 75 days out with customers impatient about waiting for their turn and I don't believe in hiring temps. Of all the posts that I have read on this board, one stays with me over and over. "Good people can not stop doing good". Good luck.
Author: | Steve G. |
In Reply To: | RE: Poor customer service (posted by Guy) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-10 21:16:26 |
Guy --
I'm sorry to see that you are fed up, too, and are vacating the forum. Thank you for all the help you've given me and the others on this board. (FYI, I just got done taping my windows today with the protecto-wrap -- thanks to your advice. The Great Stuff window and door foam followed by fiberglass chinking will come this weekend. Just think, 20 years from now when I'm about to retire and still living in the house I'm now building, the fact that my windows will likely still be leak-free and well insulated / sealed will be the direct result of all the install advice you freely offered on this forum. You guys really do make a difference, even if some folks don't appreciate it.)
Steve G.
Author: | Jack |
In Reply To: | RE: Poor customer service (posted by steve) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-10 23:12:35 |
Hey RETARD STEVE, Obviously you don't read teh board. Out of all the Pro's on this board (which you are hardly close to). They all stated from time to time it happens. I guess you must be one of the few perfect people out there. What if the person going there was killed in a car accident? (Heaven forbid this ever happen to anyone) The anger would be stupid! After READING ALL THE POSTS. You will see these things happen and it's up to the supplier to make amends. Every business out there screws up. I bet your an above average mistake maker. Thats why your so quick to judge. Remember we aren't here to judge!!
Guy I hate to see you leave. You were one of the PRO'S I lived to read a post from. You explained everything in great detail. Even Steve could figure it out. Bless your heart for the time you spent here. I know you will pop up some where. It's hard to keep a good person from helping others.
Jack
Author: | steve |
In Reply To: | RE: Poor customer service (posted by Jack) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-12 01:06:46 |
Hey Jack(Ass), no I'm not a pro, just a homeowner who has seen plenty of contractors who think they hung the moon. You and your what if's. What if he just got drunk and said the hell with it. What if Al-Quaida kidnapped him. What if...
Author: | Art |
In Reply To: | RE: Poor customer service (posted by steve) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-12 01:55:38 |
Can we all please just give this a rest? There's nothing redeeming in arguing with someone that refuses to recognize ignorance or forbearance.
Author: | E-Z |
In Reply To: | RE: Poor customer service (posted by Art) |
Subject: | RE: Poor customer service |
Posted At: | 2004-09-12 04:58:09 |
I do not contribute to this board as much as i would like and i too feel like FEN Ex and GUY sometimes, Steve i am not even going to comment on you because you are not worth the effort but to anybody coming here to get help,opinions,or guidance make sure you will get them and from real people, not perfect people but sincere people that mean well. It's sad to see people that only post negative stuff or are not capable of reasoning it makes me wonder if is not a teenager just having fun with us grown ups. One thing i liked about this board is that people brought their concerns and put them out to get guidance and perspective from do it yourselfers to your average do it for me customers. I really like to get back to that because at the end the purpose of this board is to help people not to confuse them or to get into an argument.
If you want my perspective or opinion as a window and door contractor feel free to ask away i am willing to help if i have the answer if not i help you find it.
eazy@eazywindows.com