Tag: gutter helmet

For those who have been following our experiences with Gutter Helmet over the last five years (collected articles here), it’s time for an update.

About three weeks ago, we were contacted by the regional Gutter Helmet franchisee for New England, trying to find out what they could do to make us happy.

Why would they do this?

Well, if you do a Google search for “gutter hemet”, one of my blog posts detailing our negative experience back in 2005 is the third unpaid item on the list. It seems that they have gotten wise to the effect my simple blog posts were having on their reputation and brand.

Just for reference, I went back and looked in my logs for as long as I have them. I get on average 500 distinct page views a month for my Gutter Helmet posts and this number goes up substantially during peak gutter installation season.
“Gutter Helmet” is the number one search term coming into my site. And what people see when they get to my site is likely not the message the Gutter Helmet folks want to get across.

[Editor’s Note: As someone who writes mainly about Web performance and social media, this traffic trend is disturbing. But it also shows that you never know what will resonate with your audience until you write it!]

This past Friday, Gutter Helmet sent someone out to repair the situation. He found incorrectly installed (or missing) flashing and improperly installed helmet on both sides of the house. In the end, the entire helmet installation was replaced, and new flashing was installed.

Until we get Fall rains and the Winter snow returns, we won’t really know how successful this new install was, so stayed glued to your browsers for further updates.

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.

Hey everybody! Looks like someone else had a bad experience with a Gutter Helmet installer. [here]

Berry was dismayed to discover that his $3,500 gutter-protection system appeared to be inviting one of the very maintenance nightmares it was supposed to protect against: roof rot. Two leaks sprang up after the pricey helmets had been installed, he claimed, which caused rainwater to build up underneath the custom-fitted panels and drip down behind the gutter “for days” after a rainfall.

Hmmm…I sure hope that my local rep manages to find some time in his busy schedule to call me back. Soon.