Two Most Important Words In Home Improvement: Customer. Service.
Imagine how your old-ish home would look with brand new, shiney windows. Imagine 7 big strong guys, surrounding your house…to pull the old windows out in 45 minutes!
Fabulous. Imagine how easy it will be to clean them. Imagine how warm the house will be.
Now try to imagine the customer service experience from hell.
After enduring a 2 hour presentation from one of the country’s premier window company — Andersen Windows — we decided to finally break down and put years worth of savings into new windows.
Installation day arrived, and I was immediately impressed with how fast they tore out the old windows and began installing the new ones.
I’m in good hands, I thought, so I settled down in my office (albiet windowless and cold) and began to work.
But, as the day progressed, I started to notice little signs that told me things weren’t going to go as well as the sales guy had promised, 2 weeks before — in my kitchen, drinking my tea and petting my dog.
First of all, they didn’t bring enough lumber to finish the job, in one day…this is after they’d spent an hour the week before, measuring every window in the house to calculate the right amount of lumber.
- The warehouse screwed up…I was told. (This happened on two different visits.)
Then I noticed that some of the new windows looked crooked.
- The framing of your house has settled to the right, significantly, but the windows will function.
They are crooked…why didn’t anyone tell me about the framing problem BEFORE every window was pulled out?..I begged.
- You must call the service department if you are unhappy — they retorted.
Why do I have to call the service department if YOU are already here?
- You must follow the Andersen process, someone reprimanded.
The molding does not fit right, I cried out in agony.
- This is the best we can do…it’s your framing. If this had been a brand new house, we wouldn’t have had these problems!!!!
Actual time elapsed 2 months.
How’s this for a process…Andersen is not getting paid until they address all of my windows.
Why is good customer service such a mysterious concept for some companies?
If I’d wanted sloppy, disrespectful, low-class treatment — I could have gone to the Nicole Richie - Lindsay Lohan Window Emporium and paid half the price.
Tags: andersen-windows, Customer-service, Lindsay-Lohan, Nicole-Ritchie, window-installationRelated Stories
POSTED IN: Fabulous Coffee Break
0 opinions for Two Most Important Words In Home Improvement: Customer. Service.
No one has left a comment yet. You know what this means, right? You could be first!
Have an opinion? Leave a comment: