Customer Service? You don't need no Customer Service

green1 · Post by **green1** » November 29, 2007 11:33 pm

So last night before we went to bed my wife tells me that she thinks that the vents are blowing cold air. I check them and think I feel a little warm, so I assure her that it must just be that we are both exhausted. (Having a 7 week old baby will do that). Well at 1:00 when Henry wakes up to be fed we reaize that it is really cold in the house so I go downstairs to check things out.
Inside temp: 57, Oustide: 35, Pilot lights are burning so the gas is still running but when the furnace kicks on there is no ignition. I call our service provider who has a 24 hr emergency line, I consider no heat with a 7 week old and a 22 month old to whne the outside temps are in the 30's to be an emergency. The Service Rep tells me that my house is "just too far away for him to come out tonight and I should call back in the morning". WHAT???
So I make a 1:30 am run to the 24 hr CVS to get a couple of space heaters for the two bedrooms. This morning I call the company back, explain the situation and they say "We can have someone out there Monday". EXCUSE ME??? Did not hear the part about the two infants and no heat in the house? She refused to even try to find someone. At which point I told her that she had just lost her company my business.

I called another HVAC company, they had it fixed by noon.

What is wrong with companies these days? 24 hr emergency service was part of the package I purchased, and one of the reasons I went with them.

Sorry for the rant, just had to get it off my chest. And coalesce my thoughts as a letter is being sent to CroppMetcalf tomorrow.

springparrot · Post by **springparrot** » November 29, 2007 11:39 pm

That was just stupid.
No reason for them to at least try to find someone before Monday

nutmeg · Post by **nutmeg** » November 29, 2007 11:41 pm

Kudos to the company that came to your rescue.

Pfffft! to the other company

Tequila Revenge · Post by **Tequila Revenge** » November 29, 2007 11:43 pm

Obviously you did not know the secret password dude.

"Service" in America has become a rarity. Don't you DARE confuse those people with the facts that you have babies in the house.

green1 · Post by **green1** » November 29, 2007 11:43 pm

springparrot wrote:That was just stupid.
No reason for them to at least try to find someone before Monday

Especially as they promoted the "24 hrs a day" service guarantee. They were completely non-plussed when I explained what happened in the middle of the night. Almost as though I shouldn't be bothered by it.

green1 · Post by **green1** » November 29, 2007 11:45 pm

Tequila Revenge wrote:Obviously you did not know the secret password dude. "Service" in America has become a rarity. Don't you DARE confuse those people with the facts that you have babies in the house.

Yeah, silly me for trying to ensure the well being of my children. I mean that guy was hired to make service calls in the middle of the night, but he never really expected to have to do it, right?

Tequila Revenge · Post by **Tequila Revenge** » November 29, 2007 11:46 pm

green1 wrote:
springparrot wrote:That was just stupid.
No reason for them to at least try to find someone before Monday
Especially as they promoted the "24 hrs a day" service guarantee. They were completely non-plussed when I explained what happened in the middle of the night. Almost as though I shouldn't be bothered by it.

They'll fax you a copy of their "Mission Statement," and PROVE to you that you are wrong

flipflopgirl · Post by **flipflopgirl** » November 29, 2007 11:54 pm

nutmeg wrote:

Kudos to the company that came to your rescue.

Pfffft! to the other company

Yeah what Nancy said!

bravedave · Post by **bravedave** » November 30, 2007 1:50 am

Please post their digits here so we can heckle them and deprive them of even more business.

Geez, what goobers...

Y-NO-9-O · Post by **Y-NO-9-O** » November 30, 2007 8:20 am

Report them to the Better Business Bureau. And while you're at it, post their name here. Word of mouth is the best advertising. Especially BAD word of mouth.

FunkHouse9 · Post by **FunkHouse9** » November 30, 2007 8:40 am

You should get the highest person in the company that you can on the phone and tell him you have a good joke. Then proceed to their 24-hour emergency service guarantee text to him.

If you have a service contract with them that guarantees 24 hour emergency service, then I'd cause a big fuss on the phone and demand your money for the service agreement back since they wouldn't fulfill their part of the deal.

chippewa · Post by **chippewa** » November 30, 2007 12:49 pm

I love the girl looking out the window. Been there.

RinglingRingling · Post by **RinglingRingling** » November 30, 2007 1:42 pm

chippewa wrote:I love the girl looking out the window. Been there.

me too

Wino you know · Post by **Wino you know** » November 30, 2007 8:25 pm

There's no reason why ANYBODY should be uncomfortabe in their own homes.
ESPECIALLY with small children or infants living with them.

You absolutely did the right thing by taking your business elsewhere.

Post by **SMLCHNG** » November 30, 2007 9:39 pm

Wino you know wrote:There's no reason why ANYBODY should be uncomfortabe in their own homes.
ESPECIALLY with small children or infants living with them.

You absolutely did the right thing by taking your business elsewhere.

I couldn't agree more with Garry.

docandjeanie · Post by **docandjeanie** » November 30, 2007 10:29 pm

SMLCHNG wrote:
Wino you know wrote:There's no reason why ANYBODY should be uncomfortabe in their own homes.
ESPECIALLY with small children or infants living with them.

You absolutely did the right thing by taking your business elsewhere.
I couldn't agree more with Garry.

Me too, couldn't agree more with you guys.