They don't have a website, so I can't leave them feedback
But, as we all know, I can bitch here.
As someone in customer service, I've heard over and over the thing that looses the most customers is "perceived indifference" and I just got a heaping dose of it.
Due to that oh-so-wonderful hail damage, I have got to get my windshield replaced. And relatively soon as the cracks are spreading. Fortunately, a lot of places out here will come to you, pop it out and replace it, while you're at work. Hooray!
So I called Safe Auto Glass at (877) 281-5933 and spoke to John last Friday. I asked him for an appointment for the fix-it-guys to come out Tuesday or Wednesday of this week. He said they only take appointments one day in advance (WTF?) and to call back the day before I wanted the service. So I called Monday. He told me they would call me and head out for the replacement before 5pm Tuesday. At 6:30 I got a call stating the molding they needed was delayed and asked if they could come out tomorrow (Wednesday). I'm in no rush, so I said sure. Since it will take about 45 minutes for the replacement I told them it had to be done early though, since I had to make it to appointments immediately after work. They said that was fine and they appreciated my flexibility - they would call before noon and head over. At 4pm they called and said they were on their way; it would take about 30 minutes to get there and get started (for those that don't want to do the math, that means they would be done around 5:15 at the earliest). Well, I couldn't stay at work for that. So I told them that wouldn't work and asked why they hadn't called like they said they would. They apologized again and said they would be out for the repair before noon tomorrow (Thursday).
At 12:01 I called them as I've still heard nothing at all. Now, I know they have got to be busy with all the cars that were damaged in the recent storm, but is following up really that hard if you want business? And I even tried to give them 3+ days notice for my appointment! But I digress.
I spoke to John again and said I hadn't heard anything so I wanted to cancel the service. He said "but it's only just 12:00". To which I replied "I know, but this is the second time I was told I would be contacted before noon and the second time that hasn't happened". He asked if I'd like him to call the team right now and see when they would be here. I said "That's alright, I appreciate it, but I'll be going with another company". And he said "ok" in the most unconcerned tone and hung up. He hung the fuck up. Not even an apology or the slightest attempt to retain my business.
Perceived indifference indeed.
Regardless, I scheduled an appointment with Alamo Glass at 12:06 pm today, asking for service any time before the weekend. At 12:31 pm I got a call from David. They'll be out here between 3-5 today.
As someone in customer service, I've heard over and over the thing that looses the most customers is "perceived indifference" and I just got a heaping dose of it.
Due to that oh-so-wonderful hail damage, I have got to get my windshield replaced. And relatively soon as the cracks are spreading. Fortunately, a lot of places out here will come to you, pop it out and replace it, while you're at work. Hooray!
So I called Safe Auto Glass at (877) 281-5933 and spoke to John last Friday. I asked him for an appointment for the fix-it-guys to come out Tuesday or Wednesday of this week. He said they only take appointments one day in advance (WTF?) and to call back the day before I wanted the service. So I called Monday. He told me they would call me and head out for the replacement before 5pm Tuesday. At 6:30 I got a call stating the molding they needed was delayed and asked if they could come out tomorrow (Wednesday). I'm in no rush, so I said sure. Since it will take about 45 minutes for the replacement I told them it had to be done early though, since I had to make it to appointments immediately after work. They said that was fine and they appreciated my flexibility - they would call before noon and head over. At 4pm they called and said they were on their way; it would take about 30 minutes to get there and get started (for those that don't want to do the math, that means they would be done around 5:15 at the earliest). Well, I couldn't stay at work for that. So I told them that wouldn't work and asked why they hadn't called like they said they would. They apologized again and said they would be out for the repair before noon tomorrow (Thursday).
At 12:01 I called them as I've still heard nothing at all. Now, I know they have got to be busy with all the cars that were damaged in the recent storm, but is following up really that hard if you want business? And I even tried to give them 3+ days notice for my appointment! But I digress.
I spoke to John again and said I hadn't heard anything so I wanted to cancel the service. He said "but it's only just 12:00". To which I replied "I know, but this is the second time I was told I would be contacted before noon and the second time that hasn't happened". He asked if I'd like him to call the team right now and see when they would be here. I said "That's alright, I appreciate it, but I'll be going with another company". And he said "ok" in the most unconcerned tone and hung up. He hung the fuck up. Not even an apology or the slightest attempt to retain my business.
Perceived indifference indeed.
Regardless, I scheduled an appointment with Alamo Glass at 12:06 pm today, asking for service any time before the weekend. At 12:31 pm I got a call from David. They'll be out here between 3-5 today.