comments

I agree that a technician should call when he is going to be late, it's just the respectful thing to do. While the tech arrived on time on his first visit to her home, on the 2nd visit he didn't arrive at her home until 6:01, an hour outside of the window we had promised the customer. (His previous call had turned into a grueling 2+ hour repair, and a telephone call to warn her of his lateness would have been courteous).

I wish we could give 2 hour windows for our appointments. Our systems make it difficult for us to do so with any accuracy, and as soon as a call is finished earlier or later than is expected then we would fail to meet customer expectations, and we don't want to do that.

I'm a little surprised at the low score of this review. She called on the 5th, we got to her house on the 6th (from Birmingham to Moody), we didn't have the part on the van so our tech had to pick up the part in Birmingham, and he got back to Moody to install it the very next day on the 7th. In my book, that's "hop-to-it" service.

But, I can appreciate how she wished we had offered her a smaller window of service and everyone has their own scale of excellence and we acknowledge that. Hopefully we'll be able to improve her experience and win a review score we can be proud of next time.

No matter what, it's great having her as a customer and I hope we can continue to serve her as long as she needs us.

Service Care Inc commented on 03/16/2012