Initial Business Response /* (1000, 12, 2015/09/30) */
We are sorry for any difficulties and frustration our customer experienced as a result of delays and rescheduling of her project. We struggled during August with numerous mechanical problems in the specialized equipment her project required,...
and regret that we were not able to get things resolved not communicate in a more timely manner. This is not typical, nor remotely acceptable, service for us to deliver to our customers. We acknowledge coming up well short of the "WOW! Service" standard we strive for every day. As of this writing, a full refund of the deposit has been returned to our customer, with our sincere apologies for the inconvenience caused her.
Initial Consumer Rebuttal /* (2000, 14, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Manager called & he explained in detail what had happened but said it was no excuse. He apologized on behalf of the company. I believe he was a little embarrassed about this & really made an effort to try to make things right. (Got to say that's more than most companies would do). He explained they are still working out kinks in their new process/svs & several folks were at trng that week. He applied a discount to my account, sending a gift card for dinner (for my frustration/hassles) & asked if I would consider giving them another try in the spring. Since I still need my project done I will consider it in the spring. But I sure hope the communication is ALOT better the 2nd time around.
Initial Business Response /* (1000, 12, 2015/09/30) */
We are sorry for any difficulties and frustration our customer experienced as a result of delays and rescheduling of her project. We struggled during August with numerous mechanical problems in the specialized equipment her project required,...
and regret that we were not able to get things resolved not communicate in a more timely manner. This is not typical, nor remotely acceptable, service for us to deliver to our customers. We acknowledge coming up well short of the "WOW! Service" standard we strive for every day. As of this writing, a full refund of the deposit has been returned to our customer, with our sincere apologies for the inconvenience caused her.
Initial Consumer Rebuttal /* (2000, 14, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Manager called & he explained in detail what had happened but said it was no excuse. He apologized on behalf of the company. I believe he was a little embarrassed about this & really made an effort to try to make things right. (Got to say that's more than most companies would do). He explained they are still working out kinks in their new process/svs & several folks were at trng that week. He applied a discount to my account, sending a gift card for dinner (for my frustration/hassles) & asked if I would consider giving them another try in the spring. Since I still need my project done I will consider it in the spring. But I sure hope the communication is ALOT better the 2nd time around.