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Customer Service
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TOPIC: Customer Service

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#8043
remo (Admin)
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Posts: 612
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Customer Service 9 Years, 8 Months ago  
OK, let's see if I put this "briefly"... (I doubt it )

I am managing a construction project at work. I placed an order for a 1,200 pound piece of equipment to be delivered at the job site. I am given the choice of delivery by lift-gate truck to the parking lot outside the building for $385, or "Inside Delivery" which includes two men and a pallet jack to deliver it anywhere I want inside the building for $1585.

Given that it only needs to go about 80 feet inside the building door, over a flat and level surface, I think the $1200 cost is excessive and ask if there was any middle-ground option. They say no, and I say OK let's go with the full inside delivery option.

So delivery day comes and as directed the driver calls my local guy where the project is located at 8:30 in the morning and says he will be at the job site with the delivery at 11:00 am.

At 9:12 am I get a steaming hot email from one of the contractors at the job site chewing me out because a delivery truck arrived with a 1200 pound delivery and the driver came in and told him he had to come out and get it off his truck. No lift-gate, no extra delivery man, no pallet jack, just "get it off my truck."

Since the driver arrived about 2 hours before he told my guy he would be there, my guy was not yet there to mediate or say "hey wait a minute, we paid for inside delivery."

I called the sales person I was working with and he agreed I should deduct $1200 from the invoice since I did not get the inside delivery. I did pay the $385, which was supposed to include a lift-gate delivery to the parking lot.

So when the paperwork gets through the system to the trucking company, $1200 short, they come un-glued. Their story is that my local guy did not tell the driver there were any stairs and he didn't have an extra man or pallet jack to deliver inside.

I counter with the explaination that THERE ARE NO STAIRS, we agreed to pay the extra $1200 for the extra man and pallet jack, and you did not provide it, so why should I pay for it?

Their responce? "OK, so how about we split the difference and you pay $750?"

I was so tick'ed off I had to restrain myself in my response. I reiterated what I had said before, and included cut and paste quotes from the ealier emails from them stating that they would deliver X for $Y dollars etc., and then set it aside to cool off before sending it.

As I was "cooling off" I remembered that I had kept the Bill of Lading and Delivery reciept.

The Bill of Lading was attached to the equipment and in plain view with highlighted in yellow the words "Inside delivery with liftgate, pallet jack and two men."

The delivery reciept - which is the paperwork the driver has you sign before he will let you unload the equipment saying that you recieved the shipment - says "Extra Man Delivery, Liftgate, Inside Delivery - All Floors."

So I scanned a copy of both and attached it along with a picture of the 1-story building and delivery door, along with additonal comments from me... including a request for reimbursement for the money I had paid for the liftgate delivery which was not provided.

That was last Friday. Today (Tuesday) I have not heard another word.

Jerks.
 
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#8113
ceejay (Admin)
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Posts: 2287
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Re:Customer Service 9 Years, 8 Months ago  
I've had a very similar experience, only without managing a big construction site - just trying to get furniture delivered.

They left it at the street!!!!

And that was AFTER I had paid the extra-delivery charge up front!

Oh was I mad - and hey, I can get mad all over again now just thinking about it!!!

GRRRRRR!
 
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#8138
cedar (User)
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Posts: 264
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Re:Customer Service 9 Years, 8 Months ago  
Customer Service?

There is no customer service in today's world. It is just ridiculous the way companies care diddly squat about their reputations these days.

They figure they will get business no matter what so screw the customer service. I deal with it every day and have seen such a decline in customer appreciation it is mind boggling.
 
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#8149
StrawberryChica (User)
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Posts: 38
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Re:Customer Service 9 Years, 8 Months ago  
Customer service sucks anymore. I am seriously annoyed with people who make you feel like you should be thanking THEM for waiting on you.
 
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#8151
KDN (Moderator)
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Posts: 645
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Re:Customer Service 9 Years, 8 Months ago  
Wow I would have been more then mad, can you report them to consumer protection? Or at least threaten it to them?
 
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#8301
lamy12 (User)
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Re:Customer Service 9 Years, 8 Months ago  
Customer Service.....huh? It seems everytime I get something done at my house there are issues. And when I confront them about the problem...I'm the bad guy? HUH? I'm a pain to them for asking to get what I paid for???? I just had a door replaced and paid an arm and a leg because it was an odd size.....so the guy puts on the door but does not have the proper size wood to frame the outside. SO he tries to tell me that that's something I have to take care of (even though I paid EXTRA for the whole thing.) OH WELL....I eventually got what I wanted...but customer service.....what's that? lamy
 
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