Worst practices in customer service #2
The final step in completing our house renovation project is installing new smoke detectors, motion sensors and door & window sensors to the new parts of the house. For this part of the job, we called our local alarm company, where we've been a customer for five years, having paid them over $2000 during this time for their installation and monitoring services.
Fast-forward two months. They've blown off four (4) appointments. Numerous calls to customer service have done nothing. So my wife calls the owner of the company. Surely he will resolve the situation quickly--after all, it's his name on the door.
But he doesn't want to hear our complaints. Instead, he takes up time on the call letting us know about the emergency call they had at the health center last night, and the customer who was raped.
Important issues, no doubt, but not relevant to our situation. Why did they miss the appointments? Why didn't they call to let us know? Don't they value us as customers? He doesn't want to review what has happened--he just wants to "move forward."
By the end of the call, he is practically begging us to take our deposit back and go to another supplier.
Hello ADT!
(Pass along the worst practices you've seen--help make this a continuing feature!)
sales, customer service, business
3 comments:
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