If you want to have your renovation done on time, this is not a good company to work with. Neil, our main contact told us that due to the Xmas holiday, the door would arrive approx. on Jan 23, 2014 without getting informed. Then, when I sent an email, it should arrive around Jan 30, then I called again to confirm, then now it will arrive on Feb. 5th. When I called them for the explanation what I hear from Neil was, it is not a big deal to have the door system to arrive late. The contractor should work around their schedule. Really? It shouldn’t be up to Neil, whether it is a big deal or not. Not only that, it should be a big deal for Neil to fail to meet their own deadline. I also dealt with the company who were more responsible and kinder to the customers. I figured as long as their mentality is like that, would they ever think about improving their service? Not very hopefully at this moment.
- Approximate cost of services:
- $455.00
- Company Response
If anything, this was admittedly a breakdown in Diplomacy on our part in handling this situation. Our experience dates back to 1976 when we first established ourselves and one result of this is to quote ETA's according to average expected lead times based on
history, and factory confirmations. We never give a knowingly false ETA in order to make a sale. In fact, we have refused many orders when we are certain that lead times expected by clients for certain products cannot be met. This reviewer was understandably frustrated with the continued delays as she was obviously being
pressured by her contractor for the materials in order to complete the job. Her demand for an explanation as to the 'why' of the delay could not meaningfully be answered at that time, as the answer goes far beyond the scope of the matter at hand and would not have solved
the immediate problem. Therefore, at this point I feel it important to give a brief, cursory explanation of the whys of manufacturing delays. The past couple of years has seen much downturn and consequently turmoil in the local economy. Many factories and
suppliers have felt the brunt of this turmoil. This has resulted in layoffs, reduced raw material inventories, human error, and general disarray, resulting in occasional delays in manufacturing time. This is being felt in many industries. This has been very
frustrating for us, being on the 'front lines', and being unable to control the problems behind us. Most of our contractor customers are acutely aware of these problems and do their best to work around them. Fortunately, situations such as the one experienced
with this client are still relatively rare, and what we can do to improve from our end is to try and step up our communications with clients even with bad news, and bring professionalism back to the forefront in every case.