Mrs. [redacted]. I appreciate you bringing these issues to the forefront, as I reassure you that is not how our process works. I will try to address what I believe are the four issue as I’ve read in your complaint. Issue #1: I have talked to the install manager, and he has...
expressed his concerns to the installer. Complaining about his rate of pay during an install is unacceptable. Issue #2: With regards to ordering the section, it was ordered quickly by sales, only to find that supplier did not order the product nor did they inform us that the order was not placed. I have talked to our purchasing department, and they will be working with the supplier to make sure this does not happen again. Issue #3: Customer Service had no idea of the order. The reason being is that the customer service representative talked to the supplier and the supplier had no answer. This explains why the customer service department did not have an answer for you as they could see the product was order, but had no answer why the product was not here. Again, it is unacceptable that the supplier just drop the ball, and could not provide an answer as to the order of product. Our purchasing department will be working closely with our supplier on updating the current process. Issue 4: Call Backs: I’ve informed [redacted] that it is unacceptable not to answer nor not to return the customer’s call. He has been put on notice, therefore there will be a 1 hour response from when he receives the call to when he responds to the customer needs. We have been in business since 1982, and customer satisfaction has always been “number one”. I can appreciate you bringing these issues to the forefront, and even though we have documented processes, we need to continue re-visit the processes on a bi-monthly basis. Please free feel to call me if you would like to further discuss the issues. Sincerely, [redacted]VP RCS Division
I have included a more detailed account of the events for you to review. The supposition that the delay in order was as a result of the supplier is completely unfounded. When I called the day after my garage door was installed I spoke to [redacted] directly. When I called back 6 weeks later I spoke to [redacted] directly even though she tried to avoid my call as well. [redacted] failed to place the order [redacted] told me she had no idea what I was talking about and she never approved me for a replacement panel, [redacted] told me that she would have to see what she could do since it had been so long and she wasn't sure if she could help me anymore. JENIFER did all of those things not the manufacturer. After the second 6 weeks I called [redacted] show again never returned my call and then I reluctantly called Jenifer again who told me should could not see the status of the order at all because she does not have access. I find it very hard to believe that was true. Jenifer promised to call me back with a status which she or [redacted] never did they allowed the scheduler to call me because they were unwilling to take ownership for their mistakes. I hope that upon review of the detailed accounting outlined in the attachment that a resolution can actually be reached however given the fact that the [redacted] cant even spell my name right when they responded, or the fact that [redacted] offered for me to call directly but failed to provide contact information, and the fact that they failed to respond until they received escalated promoting by the Revdex.com, my faith actually finding a meaningful resolution is dwindling.
Mrs. [redacted]. I appreciate you bringing these issues to the forefront, as I reassure you that is not how our process works. I will try to address what I believe are the four issue as I’ve read in your complaint. Issue #1: I have talked to the install manager, and he has...
expressed his concerns to the installer. Complaining about his rate of pay during an install is unacceptable. Issue #2: With regards to ordering the section, it was ordered quickly by sales, only to find that supplier did not order the product nor did they inform us that the order was not placed. I have talked to our purchasing department, and they will be working with the supplier to make sure this does not happen again. Issue #3: Customer Service had no idea of the order. The reason being is that the customer service representative talked to the supplier and the supplier had no answer. This explains why the customer service department did not have an answer for you as they could see the product was order, but had no answer why the product was not here. Again, it is unacceptable that the supplier just drop the ball, and could not provide an answer as to the order of product. Our purchasing department will be working closely with our supplier on updating the current process. Issue 4: Call Backs: I’ve informed [redacted] that it is unacceptable not to answer nor not to return the customer’s call. He has been put on notice, therefore there will be a 1 hour response from when he receives the call to when he responds to the customer needs. We have been in business since 1982, and customer satisfaction has always been “number one”. I can appreciate you bringing these issues to the forefront, and even though we have documented processes, we need to continue re-visit the processes on a bi-monthly basis. Please free feel to call me if you would like to further discuss the issues. Sincerely, [redacted]VP RCS Division
I have included a more detailed account of the events for you to review. The supposition that the delay in order was as a result of the supplier is completely unfounded. When I called the day after my garage door was installed I spoke to [redacted] directly. When I called back 6 weeks later I spoke to [redacted] directly even though she tried to avoid my call as well. [redacted] failed to place the order [redacted] told me she had no idea what I was talking about and she never approved me for a replacement panel, [redacted] told me that she would have to see what she could do since it had been so long and she wasn't sure if she could help me anymore. JENIFER did all of those things not the manufacturer. After the second 6 weeks I called [redacted] show again never returned my call and then I reluctantly called Jenifer again who told me should could not see the status of the order at all because she does not have access. I find it very hard to believe that was true. Jenifer promised to call me back with a status which she or [redacted] never did they allowed the scheduler to call me because they were unwilling to take ownership for their mistakes. I hope that upon review of the detailed accounting outlined in the attachment that a resolution can actually be reached however given the fact that the [redacted] cant even spell my name right when they responded, or the fact that [redacted] offered for me to call directly but failed to provide contact information, and the fact that they failed to respond until they received escalated promoting by the Revdex.com, my faith actually finding a meaningful resolution is dwindling.
I will call Mrs. [redacted] to see what I can do for her. Sincerely [redacted]