Almost one month ago, I spent almost no hour working with Dan, the manager, on an alarm and door lock install. He told me he would call back on Monday or Tuesday with a quote. After a week and a half, I call back - he apologizes, says he is having trouble getting a solid price on one (minor) part and, before giving me a quote, says oh sorry someone just walked in, I'll be right back - puts me on hold without even asking if I can hold, and then leaves me on hold for several minutes. I had to run, so I hung up, assuming he will call back shortly. No call. I call back a week later but he is not available, so I left my number. A week later I called yet again, the guy who answered apologized, said that my call note from last week was still there (with the correct phone number) and he would be sure to get the message to Dan. It has been three days since that last call and I have just given up on lame Dan. In almost one month, he has not called me once.
What is just amazing is that I get this sort of treatment when they haven't even sold anything to me. I wonder how things work when you have already paid your money, something has gone wrong, and you are trying to get them to sort it out. If they can't even get you a quote in a month, I have to wonder how responsive they will be when you have real problem.
And the worst thing is that this is the manager! If the manager treats customers like this, I find it hard to believe this doesn't filter down to all employees.
And in case you are wondering - there was no personal friction between Dan and me on the initial visit. I left the store quite happy with how I had been treated and thinking that these are guys I could work with - they really do know their stuff. I also grant that this job required some research on Dan's part, thus I was willing to cut some slack for the first week or two. But one month? And no phone calls at all? No excuse whatsoever.
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