Mrs [redacted] I appreciate you bringing these issues to the forefront, as I reassure you that is not how our process works I will try to address what I believe are the four issue as I’ve read in your complaintIssue #1: I have talked to the install manager, and he has expressed his concerns to the installer Complaining about his rate of pay during an install is unacceptable Issue #2: With regards to ordering the section, it was ordered quickly by sales, only to find that supplier did not order the product nor did they inform us that the order was not placed I have talked to our purchasing department, and they will be working with the supplier to make sure this does not happen again Issue #3: Customer Service had no idea of the order The reason being is that the customer service representative talked to the supplier and the supplier had no answer This explains why the customer service department did not have an answer for you as they could see the product was order, but had no answer why the product was not here Again, it is unacceptable that the supplier just drop the ball, and could not provide an answer as to the order of product Our purchasing department will be working closely with our supplier on updating the current processIssue 4: Call Backs: I’ve informed [redacted] that it is unacceptable not to answer nor not to return the customer’s call He has been put on notice, therefore there will be a hour response from when he receives the call to when he responds to the customer needsWe have been in business since 1982, and customer satisfaction has always been “number one” I can appreciate you bringing these issues to the forefront, and even though we have documented processes, we need to continue re-visit the processes on a bi-monthly basisPlease free feel to call me if you would like to further discuss the issues Sincerely, [redacted] VP RCS Division
Mrs [redacted] I appreciate you bringing these issues to the forefront, as I reassure you that is not how our process works I will try to address what I believe are the four issue as I’ve read in your complaintIssue #1: I have talked to the install manager, and he has expressed his concerns to the installer Complaining about his rate of pay during an install is unacceptable Issue #2: With regards to ordering the section, it was ordered quickly by sales, only to find that supplier did not order the product nor did they inform us that the order was not placed I have talked to our purchasing department, and they will be working with the supplier to make sure this does not happen again Issue #3: Customer Service had no idea of the order The reason being is that the customer service representative talked to the supplier and the supplier had no answer This explains why the customer service department did not have an answer for you as they could see the product was order, but had no answer why the product was not here Again, it is unacceptable that the supplier just drop the ball, and could not provide an answer as to the order of product Our purchasing department will be working closely with our supplier on updating the current processIssue 4: Call Backs: I’ve informed [redacted] that it is unacceptable not to answer nor not to return the customer’s call He has been put on notice, therefore there will be a hour response from when he receives the call to when he responds to the customer needsWe have been in business since 1982, and customer satisfaction has always been “number one” I can appreciate you bringing these issues to the forefront, and even though we have documented processes, we need to continue re-visit the processes on a bi-monthly basisPlease free feel to call me if you would like to further discuss the issues Sincerely, [redacted] VP RCS Division