I have been a client with Reliance Protectron for over 6 years.
As with any organization/relationship there’s bound to be some bumps, however overall no serious concerns over the years now.
Until yesterday January 5 2012 The keypad for my alarm was not working at all, I could not arm or disarm my home since December 25 2011.
I immediately called tech support, they instructed me to press buttons on the keypad to determine whether an emergency could be detected. The test failed and a service call was set up for January 5 2012. Since I had no service for this period of time, I contacted customer service and requested that my billing reflect the time that I was without service. I was told at the time to call back once the service was done. It turned out that the batteries for the unit had to be replaced, the tech advised that certain batteries could only be purchased via Reliance, however the standard ones were replaced and the keypad was functional again.
Please keep in mind that there is no message indicating battery low or display, so had Tech did some probing and further troubleshooting this may have been detected earlier. Although the service was under warranty, what if a charge had been incurred?
Moving on, I than contacted customer service on January 5 2012 to advise that the service call had been completed and explained the above details to a rep named Jerry or Gerry. He in turn red from the customer service agreement that it was my responsibility and was not willing to adjust the bill to reflect the time without service. I was livid!!
I couldn’t believe the nerve of this rep, here I was a customer of several years, paid my bill on time and he chose to read from the service agreement instead of using the customer service skills of active listening and problem solving to ensure that he was addressing the concerns reasonably and within the organization’s parameters. I immediately asked to speak with a supervisor, I let him know that I would wait instead of waiting 48hrs for callback. This transpired during my break time at work, and so I ran out of time and held up abruptly. I tried to call back the same night, but time was not on my side and had to call back the next day. I did so and spoke with Sherry ID# TR019. I asked to speak with a supervisor, explained to her what was going on, and that I was on the verge of taking my business elsewhere. She clarified what my concerns were and placed me on a brief hold. Moments later, she returned and apologized for the inconvenience and frustration I faced with the previous agents, and explained that a partial adjustment could not be offered, however she would reimburse me for a month. Grateful I was for her generosity and accepted this offer.
Exemplary customer service entails listening to the concerns of the customer, and than being able to address the concerns fairly or else those customers take their business elsewhere. I just want to thank you Sherry and to let Reliance know that agents like Sherry who possess these skills are what really matters for customers like myself to stay with a company for many more years to come!