SRS TV & Internet

We looked into this immediately after receiving the notification of complaintThis customer contacted our company via a Facebook messageWe use Facebook as an advertising platform to generate customer leads and it is managed by a 3rd party advertising agency who respondsThis customer was
responded back to with questions requesting more information so we could provide her with a quoteThe customer replied back after regular business hours on a Friday therefore there was no person monitoring the page until MondayThe customer after not receiving a response immediately following her message wrote a 2nd message saying she had not heard back from anyone yet and replied "THIS IS HORRIBLE CUSTOMER SERVICE!!!!!"On Monday she was sent a reply with a very professional apology that she had not recieved a response as we were closed over the weekend and do not reply to customers after hours, with an offer to help her immediatelyThe customer responded "Just answer the ?" In response to the apologyThe rep upon looking at the information provided responded that we did not have service at her address at this time, apologized, and recommended the customer try back at a later time as we are always upgrading service areasTo which the customer responded "I wouldn't want to ever try this again as I have recieved horrible customer service." Up until this point the rep managing this message had shown exceptional customer service, with absolute professionalism when facing an unreasonable customerHowever the final response the rep did inform the custimer he was a 3rd party sales generator amd not a customer service agent, and would refuse future service with this customerAs we have a tolerance policy for this type of behavior, we immediately informed the company managing the page, and ensured this employee was immediately terminatedBoth companies offer there full apology for this customers undesired experienceWe do feel the customer was very unprofessional and rude but we are more than happy to apologize as was the employee that was terminatedWe hope this will resolve the inquiring customers concern as we apologize and have terminated the employee who responded