Friday, August 09, 2013
Went there. Not proud.
During a week of attempting to reach a Brand Name Storm Door company customer service person by telephone to order a replacement rolling screen, I was thwarted each time by a recording that apologized that my call could not be taken due to unusually high customer volume and then hung up on.
Calling the Brand Name Storm Door parent company's central service line, I was summarily ported over to the storm door division line and again dumped.
By email, I was able to ascertain the correct door model number and part number, but was unable to order on line. I was then sent to a variety of other telephone numbers that all resolved at the same goddamned line that hangs up on you.
Yesterday - I blew.
After yet another failed attempt to reach the much vaunted and mysterious storm door division, I wrote an email back, explaining that I wanted a representative to call me within 24 hours to help me order this goddamned $35 screen and that I found it ridiculous in the year 2013 that I was unable to order it on line.
Had I stopped there - I would have been fine.
I had to go to Dick Level 4.
I apparently also felt it was my solemn duty - working for a Fortune 5 company, as I informed them - to educate them on the importance of negative client experiences on their brand AND the added collateral damage of having such an obvious division exist publicly between their parent company and this division. This is my job, people!!
It's a slippery slope on the Dick scale.
Once committed, I easily slipped into Dick Level 5.
I finally informed them that if I did NOT hear from a representative within the allotted time period, I would rip the door out with my bare hands, replace it with a competitor's product, photograph it - and blog, tweet and Facebook until my brains exploded out of my ears - all over their lack of reasonable and competent customer service.
I felt okay and a little proud of myself about it until about 2:15 this afternoon when the phone rang, registering a Caller ID for an Unavailable number I didn't recognize. Curious, I phoned back and found myself connected to a storm door company.
The highly courteous lady answering the telephone listened to my story and immediately connected me with yet another very nice and helpful sounding customer service lady.
I expressed my wish to order a screen replacement, gave her the product number and my contact information and credit card information. She thanked me for my order and informed me that the product should arrive within the week.
I hung up. Mortified. These women that I don't know might only ever have one impression of me - no matter how polite and grateful I sounded on the phone.
He's a total dick.
And they'd be right.