Ok. Does Gutter Helmet just not get it?

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.
<SIGH>


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.

7 Replies to “Ok. Does Gutter Helmet just not get it?”

  1. Gutterhelmet of Evansville—
    What a rip off!!! After speaking with contractor and home owner policy(American Family) adjustor, I come to find out in their opinion–that they have never seen gutter helmets installed OVER the shingles on the roof. Both agreed that the helmets should ahve been installed tucked under the shingles to allow for proper flow of water. Instead We had the “drip” problem and damage to our room and home. I called the gutter helmet of Evansville, in agent and received “double-talk”. We are not the original homeowners and were given a supplement to the warranty and conditions which included in our time frame of purchase that “nothing” was covered. Seems ironic that the time frame prior to and the time frame after our installation, work is coverd. During our time period, no one is liable, not the American Metal Products company a MASCO Company nor the dealer who installed the gutter helmets is liable. The original homeowner supplied us with every piece of paper of home improvements, additionals made to the premises during their ownership which included warranties, original receipts for the work performed –everthing we may have needed, including the original purchase agreement and the manufacturer’s limited warranty for the helmet gutters. but no where was this”addendum” that was supplied to us when we went to the dealer yesterday. It seems to us that this piece of paper was fortuitous for Our time frame of installation. I would never recommend gutter helmet to anyone. It is a sad day when no one wants to take responsiblity for workmanship. We are at a loss, more than just mindboggling. Attitude is that “they are not responsibled” If they aren’t, then who is?

  2. Gutterhelmet of Evansville—What a rip off!!! After speaking with contractor and home owner policy(American Family) adjustor, I come to find out in their opinion–that they have never seen gutter helmets installed OVER the shingles on the roof. Both agreed that the helmets should ahve been installed tucked under the shingles to allow for proper flow of water. Instead We had the “drip” problem and damage to our room and home. I called the gutter helmet of Evansville, in agent and received “double-talk”. We are not the original homeowners and were given a supplement to the warranty and conditions which included in our time frame of purchase that “nothing” was covered. Seems ironic that the time frame prior to and the time frame after our installation, work is coverd. During our time period, no one is liable, not the American Metal Products company a MASCO Company nor the dealer who installed the gutter helmets is liable. The original homeowner supplied us with every piece of paper of home improvements, additionals made to the premises during their ownership which included warranties, original receipts for the work performed –everthing we may have needed, including the original purchase agreement and the manufacturer’s limited warranty for the helmet gutters. but no where was this”addendum” that was supplied to us when we went to the dealer yesterday. It seems to us that this piece of paper was fortuitous for Our time frame of installation. I would never recommend gutter helmet to anyone. It is a sad day when no one wants to take responsiblity for workmanship. We are at a loss, more than just mindboggling. Attitude is that “they are not responsibled” If they aren’t, then who is?

  3. It’s sad to see people who like to blame others for their own home problems. In the letters detailed contractors installed a product purchased and responded when requested. That sounds like good customer service.

  4. It’s sad to see people who like to blame others for their own home problems. In the letters detailed contractors installed a product purchased and responded when requested. That sounds like good customer service.

  5. As a gutterhelmet salesman and customer, I find it sad that anyone is having problems with such an outstanding product. When installed properly by qualified people it is nearly flawless. It is sad that so many people do not treat others theway they want to be treated (customer service). I have found that this is more important than any product. Thank you

  6. As a gutterhelmet salesman and customer, I find it sad that anyone is having problems with such an outstanding product. When installed properly by qualified people it is nearly flawless. It is sad that so many people do not treat others theway they want to be treated (customer service). I have found that this is more important than any product. Thank you

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