12 November 2005
Prissy?
Below is my correspondence to the window company. As a friend put it, the prissy white woman in me came out. They still have not installed the windows, and are saying Thursday they will, finally. What is it with this house and nothing going on time??
VIA FACSIMILE
Mr. Lloyd Gillman
The Window Guys
7421 W. Irving Park Rd
Chicago, IL 60634
Dear Mr. Gillman:
I am writing in reference to the unacceptable experience we have had with your company, and its idea of customer service. My housemate and I met with one of your sales representatives for a price quote for replacement windows, and at that time, informed him that we were getting quotes for 3 companies, as is a good practice with any majour purchase. He was trying way too hard with the “hard sell” technique, which quite honestly put your company behind from the outset. We then received a call, asking if a “manager” could come to re-measure, and perhaps give us a better price. We allowed this, thinking perhaps the first sales representative was an aberration from your staff. After dealing again with a hard sell technique, we informed this second representative of your company that we were extremely off put by your company’s sales methods. After a bit of salving, we nonetheless decided you seemed to have a good product, and signed a contract.
Then came the final measurements, and the assigning of the install date. We were told, and it was written on the form, Saturday, November 11th. Since that is not a correct date, the 11th being Friday, Saturday being the 12th, we called to verify the correct install date, and were first told Friday the 11th. A short while after we were called and told Saturday the 12th. Doubting the competence of your employees at this point, we called on Monday the 7th to confirm installation on Saturday the 12th. The date was confirmed, and we took appropriate action as to time off, and scheduling our time in order to be home for the installation. We then received a voicemail yesterday at 11:39 AM on our home phone, even though both work numbers are on file with your company, indicating that the windows are not ready for installation. Had this issue been brought to our attention sooner, such as when we called to confirm the installation, we could have planned accordingly. Our entire experience with The Window Guys has been less than acceptable, and definitely does not come close to the customer service level you claim on your website and advertising. I can say whole heartedly that we will NEVER recommend you to anyone looking for windows.
As a side note, the attitude of your employee Eduardo Salazar is unbecoming someone who is supposed to be delivering customer service. As a customer service manager myself, I would never tolerate his attitude being demonstrated by one of my employees.
The courtesy of a response would be appreciated.
Regards,
Randall D. Bates
cc: Chicago Better Business Bureau
VIA FACSIMILE
Mr. Lloyd Gillman
The Window Guys
7421 W. Irving Park Rd
Chicago, IL 60634
Dear Mr. Gillman:
I am writing in reference to the unacceptable experience we have had with your company, and its idea of customer service. My housemate and I met with one of your sales representatives for a price quote for replacement windows, and at that time, informed him that we were getting quotes for 3 companies, as is a good practice with any majour purchase. He was trying way too hard with the “hard sell” technique, which quite honestly put your company behind from the outset. We then received a call, asking if a “manager” could come to re-measure, and perhaps give us a better price. We allowed this, thinking perhaps the first sales representative was an aberration from your staff. After dealing again with a hard sell technique, we informed this second representative of your company that we were extremely off put by your company’s sales methods. After a bit of salving, we nonetheless decided you seemed to have a good product, and signed a contract.
Then came the final measurements, and the assigning of the install date. We were told, and it was written on the form, Saturday, November 11th. Since that is not a correct date, the 11th being Friday, Saturday being the 12th, we called to verify the correct install date, and were first told Friday the 11th. A short while after we were called and told Saturday the 12th. Doubting the competence of your employees at this point, we called on Monday the 7th to confirm installation on Saturday the 12th. The date was confirmed, and we took appropriate action as to time off, and scheduling our time in order to be home for the installation. We then received a voicemail yesterday at 11:39 AM on our home phone, even though both work numbers are on file with your company, indicating that the windows are not ready for installation. Had this issue been brought to our attention sooner, such as when we called to confirm the installation, we could have planned accordingly. Our entire experience with The Window Guys has been less than acceptable, and definitely does not come close to the customer service level you claim on your website and advertising. I can say whole heartedly that we will NEVER recommend you to anyone looking for windows.
As a side note, the attitude of your employee Eduardo Salazar is unbecoming someone who is supposed to be delivering customer service. As a customer service manager myself, I would never tolerate his attitude being demonstrated by one of my employees.
The courtesy of a response would be appreciated.
Regards,
Randall D. Bates
cc: Chicago Better Business Bureau
