AFFORDABLE GLASS

The following Tuesday?no Scott. We received a call from Affordable Glass stating that he was cancelling due to some scheduling change and he would be out the following week. My wife informed the receptionist that we would work with any day that was convenient for Scott but needed to know when that day would be so that we could be sure that someone was there. The receptionist said that she would relay the message. No return call; no scheduling. The following Monday, with no idea what was going on, my wife called their office and spoke to a gentleman telling him that we had received no word from Scott and were trying to coordinate this move with him. He told her that the message would be relayed. No return call that day and nothing Tuesday morning, so I got involved. I called their office and went through the details again with the receptionist, who put me on hold for two minutes listening to static, and then lo and behold, I was talking to Scott. He reiterated the scheduling issue from the previous week and said that he ?might? be out tomorrow or the next day?. I told him this was fine but that the ?might? part created a problem since I needed to know which day he was coming in order to ensure that someone would be there. He then stated that I could pick the part up at their office and do it myself. My reply to him was that we could do that just as he could do as he stated and repair the fixture. This was a particular point by this time because we had now wasted almost two weeks waiting for him, and this ?come and get it? attitude was now pretty irritating. We could have done that from the beginning, and would have. We didn?t ask to speak to this guy. We were just calling to find out about a replacement part and also to see if the door was still under warranty. If there was no warranty left on the door, all that Affordable Glass had to do was tell us so, tell us about the replacement part and any charges, and that we would have to make a delivery arrangement, either pick up or mailing. Now, we?d sat for a second week, with no word, and I had to track him down just to hear ?I might be out?, and then ?come and get it?. I was not pleased. From there the conversation just degenerated. I told him that if the bar had been installed properly to begin with we wouldn?t be talking about this at all; we haven?t been in this home three years yet and this thing has fallen off twice without cause. He stated that it was installed properly, which seems a pretty mystical observation since he?s making that diagnosis via phone from another State. As you can see, it was getting pretty ridiculous by this point. He then announced, ?I?m not doing it now?. I told him that I would report the incident to the Builder and that he would be getting an Angie?s List review, to which he replied ?That?s fine?. I did report it and the Builder?s construction manager has secured the parts for us, at no charge in fact, presumably from these very same people. What a joke. Just a little common sense and courtesy and there?s no incident. Purchase and installation is only a part of the buying experience. What comes after is just as important, and that is backing up the product with solid customer service and courtesy, sorely lacking in many companies, one of which is sadly Affordable Glass.

VERY GOOD JOB

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