Initial Business Response /* (1000, 5, 2015/09/16) */
Contact Name and Title: Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@msn.com
I spoke with the young lady who filed this complaint, repeatedlyI kept her abreast of the status of her repair during the entire processI
actually replaced her daughter phone at a financial loss to my companyI was made aware of the conversation that her and my employee had, I assume that my employee presented her self in a professional mannerI know from experience that customers often have unrealistic demands and expectationsIf the customer has a bad experience she should have spoken with me directly, I have sent follcommunication to the customer concerning the repair and not once has she complained to me directly
OFFER:
The only solution I can offer is to respectfully ask the customer take her business else where for repair
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, the owner has no idea what he's talking about this has NOTHING to do with my daughter's phoneIt has to do with the follow up to get a second phone fixedAll was FINE with my daughter's phone experienceIt's fine when you actually GET to speak with the ownerHe's never there because he has a second (or first) job
Second, this specific issue stemmed from ME calling to COMPLAIN about his business not being open during its STATED hours AND after calling to confirm said hoursWhen I called to complain about driving all the way out to his location, the young lady was ANYTHING BUT PROFESSIONALShe called me a B^, and told me she wasn't the one who answered the phone and told me the incorrect informationWhen I indicated to her that it is her job to take customer complaints, she got even more angryShe is absolutely disrespectful and an awful employee - and an AWFUL representation of the owner's businessIf he wants to run a PROFESSIONAL business, I'd think telling your employees not to use obscenities is the first step
Furthermore, this customer doesn't have "unrealistic expectations," I have the expectation that your office is OPEN when you say it's going to be openI expect when I call to be treated in a friendly and professional manner - not cursed at and called out of my nameI expected an "I'm sorry you were told the incorrect information, our owner left early for the holiday weekend," or a "I apologize you drove clear across town to find the store closed when you arrived, minutes before the posted closing time." Trust me (someone who works in customer service EVERY DAY), your employee's actions, tone and words were anything BUT professionalShe spoke like she is a teenager, a drop-out with very little education or someone who doesn't care about her jobShe had a BABY in the store the day I dropped off my daughter's phone, so it's not hard to see that the entire operation is run UNPROFESSIONALLY
The owner won't have to worry about my business being taken someplace else, that's a guaranteeBut, I'll make it my goal to tell EVERYONE I know how awfully his business is run and that they should also go someplace elseI'll make it my goal to share my experience with every person I know, and even people I don't
Initial Business Response /* (1000, 5, 2015/09/16) */
^, and told me she wasn't the one who answered the phone and told me the incorrect informationWhen I indicated to her that it is her job to take customer complaints, she got even more angryShe is absolutely disrespectful and an awful employee - and an AWFUL representation of the owner's businessIf he wants to run a PROFESSIONAL business, I'd think telling your employees not to use obscenities is the first step
Contact Name and Title: Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@msn.com
I spoke with the young lady who filed this complaint, repeatedlyI kept her abreast of the status of her repair during the entire processI
actually replaced her daughter phone at a financial loss to my companyI was made aware of the conversation that her and my employee had, I assume that my employee presented her self in a professional mannerI know from experience that customers often have unrealistic demands and expectationsIf the customer has a bad experience she should have spoken with me directly, I have sent follcommunication to the customer concerning the repair and not once has she complained to me directly
OFFER:
The only solution I can offer is to respectfully ask the customer take her business else where for repair
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, the owner has no idea what he's talking about this has NOTHING to do with my daughter's phoneIt has to do with the follow up to get a second phone fixedAll was FINE with my daughter's phone experienceIt's fine when you actually GET to speak with the ownerHe's never there because he has a second (or first) job
Second, this specific issue stemmed from ME calling to COMPLAIN about his business not being open during its STATED hours AND after calling to confirm said hoursWhen I called to complain about driving all the way out to his location, the young lady was ANYTHING BUT PROFESSIONALShe called me a B
Furthermore, this customer doesn't have "unrealistic expectations," I have the expectation that your office is OPEN when you say it's going to be openI expect when I call to be treated in a friendly and professional manner - not cursed at and called out of my nameI expected an "I'm sorry you were told the incorrect information, our owner left early for the holiday weekend," or a "I apologize you drove clear across town to find the store closed when you arrived, minutes before the posted closing time." Trust me (someone who works in customer service EVERY DAY), your employee's actions, tone and words were anything BUT professionalShe spoke like she is a teenager, a drop-out with very little education or someone who doesn't care about her jobShe had a BABY in the store the day I dropped off my daughter's phone, so it's not hard to see that the entire operation is run UNPROFESSIONALLY
The owner won't have to worry about my business being taken someplace else, that's a guaranteeBut, I'll make it my goal to tell EVERYONE I know how awfully his business is run and that they should also go someplace elseI'll make it my goal to share my experience with every person I know, and even people I don't