Ok, finally got some action from the people at the Customer Service Centre for Gutter Helmet towards helping us fix the final drip between the house and the gutter. This drip is, of course, right over the back door and targets anyone leaving the house when its raining.
The Customer Service Centre was having some trouble reaching their technician. Lucky for them, the technician was across the street, working on our neighbour’s house. Maybe we should have told them…?
So, I call Samantha, and Samantha goes across the street to ask the gentleman to call in and speak to the rep handling our case.
Samantha called me after she did this and said that the technician did everything short of growl and bare his teeth at her.
Look, Gutter Helmet: your on-the-ground “technicians” are the face of your company (except for the fast-talking sales dudes). This is the third — yes, THIRD — technician we have encountered who has had the customer service skills of a molotov cocktail.
We don’t ask for much; a little civility is all that is required.
“Yes ma’am. The Customer Service Rep got a hold of me and I will come over as soon as I’m done here. Thank you.”
That’s all it takes.
UPDATE (to the update): When Tracy from the Customer Service Centre called me back to follow-up, I told her that the technician had been and this had been confirmed by Samantha.
I then told her about the technician’s attitude. In fact, it was the same technician who had come out previously, and given us some attitude. And the bad news was, he had also given Tracy some attitude.
Maybe this will be the final post on this topic.