Initial Business Response /* (1000, 5, 2015/07/03) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***
On *** **th, *** *** went into our *** Store and purchased a heater for her poolShe paid a deposit on the heater and was
told a tentative date of 1-weeksWe do not service the heaters as you have to be licensed but we do plumb them to the poolAn electrician then has to hard wire the heat pump to the electrical source
Because *** has an *** pool (which are different than the pools we sell), her pool requires different size fittings (1/4") than what our pools require, which are 1/2"Due to the size difference, the install process is somewhat more challenging as we have to use more plumbing parts to reduce the sizes from our plumbing fittings to the required size of ***'s pool
We have five crews servicing the entire islandOne crew does Inground pools, the second crew was working on opening pools (commercial and residential), the third crew builds new above ground pools, the forth crew does liners and rebuilds leaving the fifth crew to do repairs and maintenanceAs you can imagine, we are extremely busy this time of year as everyone wants their pools up and running as soon as possible
On *** *nd we did have a crew that could do the install in her areaWe called to see if she was ready but were told no that her pool was not yet up and running which was fine, but we were trying to do her a favor by getting it installed sooner if she was ready
On *** **th *** paid the balance of her heater and informed us she was ready and wanted the heater installedOur company policy is that all products must be paid in full before installation*** was then put on the service board
On *** **th, *** called our *** store and spoke with *** about the status of having the heater installedShe was frustrated and wanted it delivered and installedShe told *** that she ordered it on *** **th and if she knew it was going to be like this she would have ordered the heater onlineShe just wanted to buy local in case it needed to be servicedAs I mentioned above we are not allowed to service the heat pumps*** called up to our *** location as the scheduling is done up here to see when we may get thereWe were not able to give her an exact date as the only service tech available to do the install was tied up on a couple of commercial projects but as soon as we could we would send *** to her place*** called *** back saying it was only a certain guy who could install it since her fittings would be different and our other boys wouldn't be familiar with the plumbingShe got frustrated saying again how long she had been waiting*** told her we tried to go on the *th but her pool wasn't ready*** *** *** told her to call our *** location and speak with the manager
*** then called our *** location and she spoke with ***I was in the office during the conversation as was one other office workerAT NO TIME was *** rude or AT NO TIME did she speak in an angry toneYes, *** did say she had little control over the schedule because there was only one service person that knew how do the plumbingAt no time did I hear *** call the rest of our staff "untrained kids"!
*** explained that we tried to do the install and she refused as she was not readyWe waited until the **th when we heard from her again*** wanted *** to call *** and see when he could come and do the install*** explained she did the scheduling but it was almost impossible to give a date when we are limited to who can do the installs with weather and job complications on jobs always playing a part in ***'s schedule*** was not taking no for an answerIt was Thursday afternoon and she wanted someone there that weekIt was impossible to get *** there as he was tied up on another job so *** told her she would give her a call the first of next weekAt this point in time, it was only four business days since the balance of the heater was paid
I heard the entire conversation from ***'s side, she was not being "so rude"At no time did *** give the impression that she didn't care at all about helping herShe was firmly explaining the situation *** did not hang up on *** clearly hung up on ***, as *** was in mid sentence when she looked at the phone and said "She hung up on me!"
*** called our *** store Friday Morning the **th to inform us that she would not be purchasing the heater after all and she wanted a full refund on her credit cardIt is our policy to charge a restocking fee when a customer returns a large ticket item as our distributor's charges us for returned items This is written on our large contract forms, but because one of these forms was not used, we agreed to give her a full refund
Since their last conversation, *** did have a chance to speak with *** to see how the job was going that he was working onHe told her he would be finished Friday, freeing up Monday to do ***'s heaterThe girl from our *** store that left the message, told *** that *** said we could be there on MondayShe was still not satisfied, *** We gave her a complete refund with no restocking fee the morning of her request
Everyone wants their service done immediately but the majority of our customers know it is an unrealistic exception***
Thanking you in advance,
*** ***
General Manager
Initial Business Response /* (1000, 5, 2015/07/03) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***
On *** **th, *** *** went into our *** Store and purchased a heater for her poolShe paid a deposit on the heater and was
told a tentative date of 1-weeksWe do not service the heaters as you have to be licensed but we do plumb them to the poolAn electrician then has to hard wire the heat pump to the electrical source
Because *** has an *** pool (which are different than the pools we sell), her pool requires different size fittings (1/4") than what our pools require, which are 1/2"Due to the size difference, the install process is somewhat more challenging as we have to use more plumbing parts to reduce the sizes from our plumbing fittings to the required size of ***'s pool
We have five crews servicing the entire islandOne crew does Inground pools, the second crew was working on opening pools (commercial and residential), the third crew builds new above ground pools, the forth crew does liners and rebuilds leaving the fifth crew to do repairs and maintenanceAs you can imagine, we are extremely busy this time of year as everyone wants their pools up and running as soon as possible
On *** *nd we did have a crew that could do the install in her areaWe called to see if she was ready but were told no that her pool was not yet up and running which was fine, but we were trying to do her a favor by getting it installed sooner if she was ready
On *** **th *** paid the balance of her heater and informed us she was ready and wanted the heater installedOur company policy is that all products must be paid in full before installation*** was then put on the service board
On *** **th, *** called our *** store and spoke with *** about the status of having the heater installedShe was frustrated and wanted it delivered and installedShe told *** that she ordered it on *** **th and if she knew it was going to be like this she would have ordered the heater onlineShe just wanted to buy local in case it needed to be servicedAs I mentioned above we are not allowed to service the heat pumps*** called up to our *** location as the scheduling is done up here to see when we may get thereWe were not able to give her an exact date as the only service tech available to do the install was tied up on a couple of commercial projects but as soon as we could we would send *** to her place*** called *** back saying it was only a certain guy who could install it since her fittings would be different and our other boys wouldn't be familiar with the plumbingShe got frustrated saying again how long she had been waiting*** told her we tried to go on the *th but her pool wasn't ready*** *** *** told her to call our *** location and speak with the manager
*** then called our *** location and she spoke with ***I was in the office during the conversation as was one other office workerAT NO TIME was *** rude or AT NO TIME did she speak in an angry toneYes, *** did say she had little control over the schedule because there was only one service person that knew how do the plumbingAt no time did I hear *** call the rest of our staff "untrained kids"!
*** explained that we tried to do the install and she refused as she was not readyWe waited until the **th when we heard from her again*** wanted *** to call *** and see when he could come and do the install*** explained she did the scheduling but it was almost impossible to give a date when we are limited to who can do the installs with weather and job complications on jobs always playing a part in ***'s schedule*** was not taking no for an answerIt was Thursday afternoon and she wanted someone there that weekIt was impossible to get *** there as he was tied up on another job so *** told her she would give her a call the first of next weekAt this point in time, it was only four business days since the balance of the heater was paid
I heard the entire conversation from ***'s side, she was not being "so rude"At no time did *** give the impression that she didn't care at all about helping herShe was firmly explaining the situation *** did not hang up on *** clearly hung up on ***, as *** was in mid sentence when she looked at the phone and said "She hung up on me!"
*** called our *** store Friday Morning the **th to inform us that she would not be purchasing the heater after all and she wanted a full refund on her credit cardIt is our policy to charge a restocking fee when a customer returns a large ticket item as our distributor's charges us for returned items This is written on our large contract forms, but because one of these forms was not used, we agreed to give her a full refund
Since their last conversation, *** did have a chance to speak with *** to see how the job was going that he was working onHe told her he would be finished Friday, freeing up Monday to do ***'s heaterThe girl from our *** store that left the message, told *** that *** said we could be there on MondayShe was still not satisfied, *** We gave her a complete refund with no restocking fee the morning of her request
Everyone wants their service done immediately but the majority of our customers know it is an unrealistic exception***
Thanking you in advance,
*** ***
General Manager