To whom it may concern, This customer ordered a custom window on 7/27/2016, he was told it would be an approximate lead time of 3 weeks (based on that window manufacturers lead times at that time). Customer called back to check the status of his order on 8/16/2016, he was told that the window...
was not in yet, and that we would call him upon arrival. During the phone call he asked if it would arrive that week, we said it may but we would call him if it did. Our employee should have contacted the manufacturer and gotten the exact date of arrival, rather then telling the customer it "might" arrive and we'd call him. Unfortunately he did not. But the customer was never notified of the arrival of his window. Being in the trade, a lot of our customers and contractors understand that the window of time given at the time of the order (in this case 7/27/2016), is only an approximate based on the manufacturers lead times. Therefore they do not schedule installs until after their product arrives. Mr. [redacted] opted to schedule his installation before we called him and told him that the product was received. Therefore, we do not feel responsible to pay the $100 he is asking. His product is scheduled to arrive this Friday 8/26/2016. Please feel free to contact me at (916)421-1723 or via email at [email protected] Thank you. [redacted]Southgate Glass & Screen, SacramentoManager
To whom it may concern, This customer ordered a custom window on 7/27/2016, he was told it would be an approximate lead time of 3 weeks (based on that window manufacturers lead times at that time). Customer called back to check the status of his order on 8/16/2016, he was told that the window...
was not in yet, and that we would call him upon arrival. During the phone call he asked if it would arrive that week, we said it may but we would call him if it did. Our employee should have contacted the manufacturer and gotten the exact date of arrival, rather then telling the customer it "might" arrive and we'd call him. Unfortunately he did not. But the customer was never notified of the arrival of his window. Being in the trade, a lot of our customers and contractors understand that the window of time given at the time of the order (in this case 7/27/2016), is only an approximate based on the manufacturers lead times. Therefore they do not schedule installs until after their product arrives. Mr. [redacted] opted to schedule his installation before we called him and told him that the product was received. Therefore, we do not feel responsible to pay the $100 he is asking. His product is scheduled to arrive this Friday 8/26/2016. Please feel free to contact me at (916)421-1723 or via email at [email protected] Thank you. [redacted]Southgate Glass & Screen, SacramentoManager