Harvey in no way did I ever think you were rude or say you were rude.
What I am trying to get across to you and anyone else is customer service doesnt run the way you think. It looks like and (I am not saying it is ) that once the customer pays for the product to Durabuilt it becomes nobodys responsibility to keep that customer updated , it becomes the customer responsibility to look after his own order. Some way I would think that when the order goes to the scheduler, or person who does the ETAS should have to send email to customer with an ETA. The customers Email should be on the paperwork It seems to me you are contradicting yourself as you say we can phone you and get a ETA but you cant email one to us unless we phone you very strange way of showing customer service.
Marge
Sent from my iPad
On Jul 6, 2022, at 2:16 PM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:
Hello Margorie,
My apologies if it seems the way I typed might be rude or unpleasant on your end. Im no way intend to be rude or be hard on any of my customer. As much as I can I would give information to my customer that hey require. What I meant to say is, once we order the product the paperwork goes to our scheduling team. Now, I dont have that anymore I wont be able to check that and same as to my other customers. I forgot to say or include this to my email but I meant that if ever you want an update you call me on my direct phone as I wouldnt be able to update as I dont have the paper work anymore and the schedulers have it. They check ETAs weekly and they wouldnt be able to phone customer not until they have the product. window glass are made to order as those are based off of the window size. Window glass cannot be in stock as every single window has different sizes. Feel free to phone me anytime between 8am to 5pm if you wanted to get an update.
Thanks!
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Wednesday, July 6, 2022 1:09 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
This email you sent maybe makes good customer service to you but to the person that ordered the windows it means diddly squat. We dont know you dont have the product in stock, and if your statement is true which I question as I did the customer service thing for 42 years at one place and if we did not keep the customer updated we would be out on our behind kicking horse puckies for a living . So your saying that Durabuilt runs his business this way tell the customer nothing and when he gets the product he ordered he should be happy and recommend them to other people, some how I do not believe that. We could of waited possibly 3 months and still should of been been happy?
As I said I love durabuilt product and I believe they are a better company than you are making them out to be. Hope this is a lesson well learned on your part, 2 things to remember be pleasant to all customers and keep them every few days updated if the product is not in stock until their order is delivered and they are happy.
Margie
Sent from my iPad
On Jul 5, 2022, at 8:29 AM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:
Hello Margorie,
When Ted came in last time and paid, I told him that your Paperwork will be forwarded to our scheduling team. Not until we have the product, they wont be able to give you guys an update yet. We want to make sure that before we contact you, we have the product on hand. We wont give weekly update as we are just waiting for the product.i told Ted It will be 10-14 business days from the day he paid.
Thanks!
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Monday, July 4, 2022 12:07 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
Harvey any idea when we will get our windows ? would be nice if I didnt always have to be the one asking for updates. I was is customer service for 42 years with a oil company business and I never ever didnt keep our customers that I took their requests from with updated deliveries, cost, delays in deliveries. I thought all companies do that.
Please advise so I can make sure my husband is home at the time.
Margie
Sent from my iPad
On Jun 16, 2022, at 8:39 AM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:
Hello Margorie,
That I dont really have control. If it didnt print not much I can do. Thats why we use email nowadays as it is more secure. Durabuilt South side is open Saturdays 10am-4pm only. Address is 8605 Argyll road NW. you can advise here the fax number you used so that we can send a complain to our IT department on why it never print.
Thanks!
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Thursday, June 16, 2022 8:35 AM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
It would be nice if you gave us the south side store address I am not very happy with service we have confirmation it went through and there was a cover page with it. We will go to south side store on Saturday if they are open? Please advise
Margie
Sent from my iPad
On Jun 16, 2022, at 8:18 AM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:
Hello Margorie,
I tried asking all the staff thats using our Fax machine, they have not encountered your paperwork. You could give me it to me over the Email or Pay in one of our Durabuilt office. We have one in South Edmonton and one here in West end. No one will charge your credit card other than me. Please remember that Fax is not advisable for payment method.
Thanks!
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Wednesday, June 15, 2022 4:54 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
Harvey this was sent by fax to you with a cover page att Harvey Almazan it was sent on Saturday and you emailed me Monday and said you were working from home and would pick it up Tuesday and confirm you got it but I did not hear from you so today I decided to ask again and now youre saying you went to the fax and nothing is there. I would hope it wouldnt lay on the fax for 5 days and nobody doesnt anything with it.
Someone in your office has it as we have confirmation it went through Also I have no way of scanning it and then emailing back.
Please check and advise as our credit card information is on that paperwork.
Margie
Sent from my iPad
On Jun 15, 2022, at 2:19 PM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:
Hello Margorie,
I went to our fax machine. Its not there. Would you be able to just scan and email it instead? Email is better in terms of sending files.
Thanks!
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Wednesday, June 15, 2022 1:42 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
Harvey would you please confirm this like you said you would
Thanks Margie
Sent from my iPad
On Jun 13, 2022, at 2:09 PM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:
Hello Margorie,
I will check tomorrow as I dont get the fax directly. Im working from home today. I will let you know tomorrow.
Thanks!
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Saturday, June 11, 2022 3:09 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
Hi Harvey please confirm by return email that you have received our order for Quote #3487 we signed and returned by fax to you today Saturday June 11,2022
Thanks
Margie
Sent from my iPad
On Jun 7, 2022, at 4:44 PM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:
Hello Margorie,
Please see attached revised quote.
Thanks!
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Tuesday, June 7, 2022 12:08 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: [External] Re: Order Confirmation for 291729
The triple glaze is Not Low E
The other 2 are low E.
As per writing under pictures sent
Sent from my iPad
On Jun 7, 2022, at 12:02 PM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:
Hello Margorie,
Please see attached revised quote. 1 glass is triple and 2 are dual correct? All have low-e coating.
Thanks!
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Tuesday, June 7, 2022 11:58 AM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: [External]
<image001.jpg>
This window is 2 across and 5 down and is low E
Sent from my iPad.l
<ORDER # Q #3487_291729.pdf>
<ORDER # Q #3487_291729.pdf>
- Approximate cost of services:
- $2,700.00