S O S Lock Service

We apologize for any misunderstandings that may have occurred in this instance Due to the nature of our business, there was some confusion When this customer called, it appeared as a local number, so our receptionist mistakenly assumed they were calling for a quote for a local service When our customers call in for long-distance quotes for jobs they will be shipping items for, they are automatically directed to our website for an email quote that contains clear and concise instructions for shipping, including a link to the required shipping forms Since this appeared to be a local job request, a verbal quote was given over the phone We had no idea they were going to be shipping their parts to us When we received their parts and discovered there was no paperwork enclosed, we immediately contacted the customer to get the needed paperwork to proceed with the job It is regrettable that they had difficulties in finding the paperwork on our website We have made every effort to make our website as user friendly as possible, and have many, many customers who have had great success both in navigating our website and in having their parts programming by our company We received the paperwork from the customer and were ready to proceed with the job When they repeatedly called to follow up, we did our best to get the accurate updated information for them I personally verified with them that we did receive the paperwork and would proceed with the job, even though I am not in the shipping or programming department When we unexpectedly received a call requesting the job be cancelled, we confirmed that no work would be done on their parts and our shipping department would contact them later that day to arrange return shipping We regret that they felt the need to cancel the job, but the completion of the job was still guaranteed within the originally quoted turn around time There was no problem with the work requested on our end and there was no need at all to cancel the job Despite this, we were more than happy to return their parts with no charge for handling or processing We just requested that they pay for their return shipping costs Our shipping department called them that afternoon to arrange shipping but there was no answer They left a message but we did not hear back from them that day When they called the next day, they unfortunately reached a person who was not up to date with the current job information They were put on hold for just a few minutes in order to get updated information to help them, as we receive many, many calls a day When the person picked up the line, the customer had hung up We tried to call them back but there was no answer We made every effort to provide this customer with timely and accurate service, but due to a miscommunication regarding the work they actually wanted, they were not happy in moving forward We finally were able to talk to the customer later that day, and confirmed shipping and collected payment for return shipping We returned their parts immediately There was no effort in the slightest to delay return of their parts They were shipped out as soon as we confirmed shipping with the customer Thank you, Michelle SOS Enterprises, Inc

We apologize for any misunderstandings that may have occurred in this instance.  Due to the nature of our business, there was some confusion.  When this customer called, it appeared as a local number, so our receptionist mistakenly assumed they were calling for a...

quote for a local service.  When our customers call in for long-distance quotes for jobs they will be shipping items for, they are automatically directed to our website for an email quote that contains clear and concise instructions for shipping, including a link to the required shipping forms.
     Since this appeared to be a local job request, a verbal quote was given over the phone.  We had no idea they were going to be shipping their parts to us.  When we received their parts and discovered there was no paperwork enclosed, we immediately contacted the customer to get the needed paperwork to proceed with the job.  It is regrettable that they had difficulties in finding the paperwork on our website.  We have made every effort to make our website as user friendly as possible, and have many, many customers who have had great success both in navigating our website and in having their parts programming by our company.
     We received the paperwork from the customer and were ready to proceed with the job.  When they repeatedly called to follow up, we did our best to get the accurate updated information for them.  I personally verified with them that we did receive the paperwork and would proceed with the job, even though I am not in the shipping or programming department. 
     When we unexpectedly received a call requesting the job be cancelled, we confirmed that no work would be done on their parts and our shipping department would contact them later that day to arrange return shipping.  We regret that they felt the need to cancel the job, but the completion of the job was still guaranteed within the originally quoted turn around time.  There was no problem with the work requested on our end and there was no need at all to cancel the job.  Despite this, we were more than happy to return their parts with no charge for handling or processing.  We just requested that they pay for their return shipping costs.  Our shipping department called them that afternoon to arrange shipping but there was no answer.  They left a message but we did not hear back from them that day.
     When they called the next day, they unfortunately reached a person who was not up to date with the current job information.  They were put on hold for just a few minutes in order to get updated information to help them, as we receive many, many calls a day.  When the person picked up the line, the customer had hung up.  We tried to call them back but there was no answer. 
     We made every effort to provide this customer with timely and accurate service, but due to a miscommunication regarding the work they actually wanted, they were not happy in moving forward.
     We finally were able to talk to the customer later that day, and confirmed shipping and collected payment for return shipping.  We returned their parts immediately.  There was no effort in the slightest to delay return of their parts.  They were shipped out as soon as we confirmed shipping with the customer.
Thank you,
Michelle
SOS Enterprises, Inc.