What Ever Happened To Customer Service?
Here's a good one for you:
I work in a fairly large building in downtown Corvallis. We have way too many doors in here that require keys, so I thought that getting keyless entry locks would be a great thing.
I first called The Lock Doctor. I spoke with someone on the phone, they said that they would send someone out the next day to evaluate the job and draw up a quote. The following day a guy showed up, I showed him around, and explained what I want. He took extensive notes and said that he would have a quote for the next day. A week went by...nothing. I called and the gal that answered the phone said, "Oh, they guy who did the quote must have misplaced it, ha ha! I'll mention it to him and he'll get back to you." Another week went by...nothing. I called again, and was told that he'd be in touch. Time to call another locksmith.
I called Corvallis Safe & Lock. The guy I spoke with took some notes about what I want and told me that he would pass the info onto the person who handles that stuff and that person would call me the following day. The following day came and went...nothing. The NEXT day, I called back, explained who I was to the guy whom I'd spoken with a couple days before and asked if I was going to get a call as promised. The guy started throwing attitude at me, saying that they're really busy and would get to me when they could. Then why did he say I'd get a call the following day? I told him that this was an important project that we needed sooner than later. Turns out he totally misunderstood what I wanted to begin with and said, "Oh, well then the external locks are around $600 each and the internal locks are around $400 each." Around? AROUND? I can't work with "around" and I can't take "around" to my accounting department. I hung up.
Another two weeks later - today - I called The Lock Doctor, you know, just to see what the hell happened to my quote. The guy who was actually out here getting all the info answered the phone. I reminded him of who I am and what I need. He said that he can't do the job, so it's a "no bid." I said, "So what you are telling me is that you don't want my thousands of dollars in your cash register?" He said that he couldn't do it. WTF?
I called Swanson's in Albany. The guy I needed to talk to wasn't there (I thought, "Great, here we go again.") but he called me back within 20 minutes, was very helpful, and said that he'll be out tomorrow to draw up a quote, and that they'll be happy to handle the job.
Nice.
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