Go Configure Technical

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I have spoken with the National Director. This issue has been resolved. I am also grateful that Go Configure is very concerned about the shortfalls that occur during the delivery of customer service at the highest levels within their organization. Go Configure is also providing a monetary amount to compensate for that shortfall.
Sincerely,
[redacted]

As a member of the senior management team we take great pride in exceptional customer experiences and the highest service standard. We take these matters seriously and look forward to resolving this for the [redacted] family immediately. We have reviewed this assembly order and agree with the...

customer that no-show reschedules are unacceptable. A full reimbursement for $357.00 is being processed as well as shipping two bench planters Mr. [redacted] discussed with customer service. We have an assembly appointment confirmed for Friday 5/26 with a 1:00-5:00PM time window. We apologize for the inexcusable reschedules and frustrating interaction with our customer service department. We hope that the resolutions outlined above satisfy the customer's resolutions and they can enjoy their new playset after tomorrow.

As a member of our Senior Management Team we take great pride in exceptional customer experiences and the highest service standard. We take these matters very seriously and will do our best to resolve all of the customer's concerns.Our records indicate that we received the customer's delivery &...

installation order on 5/27 however Go Configure was notified by the retailer that the customer purchased the hoop through that her hoop would not be available until 6/3. Unfortunately during our peak season, the customer was scheduled for their first phase installation on 6/15. The technician identified that the manufacturer did not include the hoop anchor plate which is required for a proper installation. Go Configure Repair Department expedited the anchor plate so we could proceed with scheduling the second phase of the hoop installation as soon as possible. The customer was rescheduled due to a technician no-show on 6/24 & 7/6. Go Configure customer support immediately contacted other technicians in the area to provide a new installation date. Go Configure attempted to reschedule the customer for 7/7 however she indicated it is too late in the day and did not have faith that the tech would arrive to complete in time. A new date of 7/8 was provided to the customer where the second phase installation was completed. The customer advised improper installation which was escalated to the Go Configure repair department to resolve. On 7/13 a refund of $150.00 was processed for the customer as we do understand the frustrations caused by the appointment reschedules & delays. To ensure that the customer's hoop has been installed correctly, Go Configure is sending a Field Manager to the customer's home on 7/25 9:00AM-1:00PM. If our findings indicate that the installation is not correct, the customer's basketball hoop system will be reinstalled at no charge. Go Configure will stand behind our commitment to service and look forward to transforming this experience into a positive.

Initial Business Response /* (1000, 5, 2015/07/09) */
We apologize for any issues and inconvenience that we have caused the [redacted] family. We have a Senior technician scheduled to go to the residence on 7/12/15. We previously processed a $50 appeasement and recently approved an additional $100...

appeasement to be processed for the customer's troubles.

Initial Business Response /* (1000, 5, 2015/06/02) */
The customer is scheduled for 6/6 for the product exchange and has been offered a $100 appeasement for any inconvenience that we may have caused. Here are the events as researched by my repair department manager. Please let us know what else...

we can do to remedy the situation. Thank you
Timeline
Date: 4/20/2015
Events
1. Work order received 4:16 pm EST
2. Technician scheduled customer for 4/22/2015 between 10:00am and 2:00pm
Date: 4/21/2015
Events:
1. Customer emailed in and stated they could not accept the appointment or time window. Customer tried to call office but office was closed.
2. Customer was emailed by management asking for availability
3. Customer emailed asking for delivery hours
4. Customer was informed we have removed scheduled date and to try to schedule online again
5. Customer agreed to try online
6. Customer emailed in and stated could not schedule online.
7. Customer called and gave availability. Informed needs additional unit removed to curb.
8. Customer was quoted for disassemble and move to curb
9. Customer scheduled by [redacted] for 5/16/2015 between 8:00am and 12:00pm
Date: 4/25/2015
Events:
1. Customer called in upset she was scheduled for 5/16/2015.
2. GCI contacted Tech to accommodate
Date: 4/28/2015
Events:
1. Customer contacted GCI to discuss scheduled date and time and Confirmed pending the tech attempting to reschedule as well as a document stating that they will not be penalized for not being able to arrive to meet technician
Date: 4/30/2015
Events:
1. Tech scheduled for 5/6 between 4 and 8pm
2. Customer Confirmed
Service Date: 5/6/2015
Events:
1. Tech provided pre-call at 1720
2. Arrived at customer at 1803
3. Completed service visit at 1913
Date: 5/18/2015
Events:
1. Store submitted RFA explaining the customer is requesting a swap out for their treadmill. [redacted] is covering the Fees
2. Swap out order created
3. Repair sent email to Field Management, [redacted]'s sporting goods Corporate as well as the Store to advise of scheduling issues and to make sure the swap out was expedited for the customer.
4. Tech advised of scheduled date and time: 6/13 between 2:00pm and 6:00pm
Date: 5/22/2015
Events:
1. [redacted] Corporate called in to see if we can get customer scheduled for earlier date
Date: 5/23/2015
Events:
1. Customer scheduled for 5/29 between 4:00pm and 8:00pm
2. Customer confirmed date and time
Service Date: 5/29/2015
Events:
1. Tech called in stated would be running late. Customer was called and was upset and stated she would cancel
2. Customer expected tech to arrive no later than 8:01 or she would cancel
3. Tech called in and stated customer decided to reschedule
Date: 5/30/2015
Events:
1. Customer called upset that we were not able to service. Customer inform GCI that they do not want a new unit just the old one taken away. Customer confirmed appointment for 5/31 between 5:00pm and 8:00pm
2. Customer called in and stated they changed their mind and do want a new unit and we will be given a second chance
3. Customer was offered a $100.00 appeasement for the inconvenience they have experienced.
4. Appeasement will be offered once service is completed.
Service Date 5/31/2015
Events:
1. Customer called in upset as the technician did reach out to customer for eta but informed we could not complete due to rain as the unit could get water damage in transportation.
2. Customer Scheduled and confirmed for 6/6 between 7:00 and 11:00


Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Am awaiting check, have not yet received and am NOT willing to close complaint or accept their response until they have satisfied their end of the agreement. Tried to call at same lhobe number and after sitting in hold for 57 minutes I had to hang up. Would like confirmation that check has been sent.
Final Business Response /* (4000, 18, 2015/07/08) */
I contacted our corporate controller who communicated that the recent customer appeasement check was issued on 7/2/15 and mailed out. Please confirm receipt of the appeasement check.
Thank you
Final Consumer Response /* (2000, 20, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want the Revdex.com and others who you use this disgusting "business" to know that they LIED again 4x, not just to me but to [redacted]'s [redacted] corporate office. We were told the check was cut and processed in May, then the first week of June, then we were told on June 28 that they would "track" the check. I received the check yesterday actually (7/8) and it was DATED JUNE 30TH. They clearly hoped me and this issue went away. They are not accredited with you and I have no doubt why.

Initial Business Response /* (1000, 5, 2015/07/16) */
Checking in our dispatch system it looks as if the job was completed yesterday. Please let us know if we did not perform the final service to the customer's expectations.mm
Thank you

Initial Business Response /* (1000, 5, 2015/05/20) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
We apologize for any lack of communication on our part. We see that the installation is currently scheduled. Thank you,[redacted]

The Go Configure Customer Care team takes damage claim matters seriously and has been in contact with customer [redacted]  to provide a satisfactory resolution. The installer has identified the extent of the grease stain damage which occurred on the installation date of 6/6/2016. The damage...

claim process has been escalated to the installer’s Field Manager as well as the Regional Customer Care Lead to ensure a prompt response in resolving this for Mr. [redacted].   Go Configure will stand behind our commitment to service and look forward to transforming this experience into a positive.

As a member of our Sr. Management team, we take great pride in exceptional customer experiences & resolving issues. We have been in contact with [redacted] to ensure the successful completion of her playset assembly and to provide resolutions for her concerns. [redacted] was...

scheduled on 5/5 for a 5/23 installation per her request, she confirmed appointment via automated call. The technician’s vehicle broke down on 5/23 resulting in a reschedule. The District Field Manager was involved and two local technicians were contacted to see if we could reschedule the customer immediately. The original technician was able to reschedule the customer one day later for 5/24 where 25% of the product was able to be installed, customer was scheduled for 5/26 to complete the playset. On 5/26 The technician was able to complete 60% of the playset before learning that the customer’s ground was not level. Go Configure requires the customer to ensure their ground is level prior to installation as outlined in a customer expectations document received at the time of COD payment on 5/4. The customer was reminded of our leveling requirements and advised they would hire a landscaping company to level their property and would contact Go Configure once completed so they could be rescheduled. At this time our records do not indicate any follow up from the customer. The customer has been called & scheduled for 6/11 to complete their playset pending their property being leveled.Resolution: Customer received an installation appointment 1 day after the complaint was initiated, $50.00 trip charge for un-level ground waived and a $50.00 appeasement issued for the technician’s original rescheduled appointment. Someresolution has been met and we will continue working to satisfy the customer during her installation.

Initial Business Response /* (1000, 5, 2015/05/08) */
Contact Name and Title: [redacted] - President
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@[redacted]
We apologize for any inconvenience that we have caused this customer during the process. We are working on resolving the current...

situation with the customer which will involve an additional visit. At that time we will have a clearer picture of the customer situation and will be in a better position then to determine the amount of appeasement that we will issue for the customer challenges which we created during the process.