carbon change and reverse osmosis filter replacement
I have been a customer with Watermart since 2005. Recent years I found the service has gone down a lot. They used to be attentive and provided excellent services. However, recent years since the general admin of shop was taken over by this store manager, all she diligently does is monitor when your annual service/maintenance is up and spam you with calls/email to book an appointment.
While the technician was at my place 2 days ago to replace the carbon (a service needed every 3 years), I also asked them to bring along filters (which I can replace myself to save some money). He did not provide copy of instructions, despite that has been communicated specifically when the service was booked to bring it along. I followed-up with owner in email, who promised he would address it next day; nothing happened.
While technician was on site, he also located a leak in the softener head which requires replacement and called office to get a firm quote for me, so I make the decision and then to book another appointment if I am to go ahead with the replacement. No one took care of it to provided any update and it's been 2 days.
It makes me feels like as soon as they collected the money from you and closed a sale, they don't care anymore. No more attention to after sales service nor follow-up diligently. This is simply very disappointing.
Update: since I have posted this review on HomeStars, the owner has returned to the office and called me on the sunday evening (outside of the office hour) to understand the situation more, appologize for my bad experience and sent me the information I required promptly. He has listened, offered to address the feedback in his upcoming staff meeting and possibly introducing some changes. I appreciate the follow-up. Looking forward to seeing the changes and how it may enhance client experience.
- Approximate cost of services:
- $514.00
- Company Response
I have to say that I really appreciate that Kristina took the time to write this review and point out where the team was letting things slip. My business model has always been one of ensuring that we fit customers with the right system for their needs, installing quickly & cleanly, following up to ensure it all went well and then always being available for consultation afterwards. My object has never been one of trying to "close the deal" - which is an attitude that doesn’t promote repeat business, certainly doesn’t generate referrals (our largest source of business) and (not least importantly), definitely doesn’t make going to work much fun.
I have to assume that Kristina's experience has not been an exception. However, unlike what may have taken place with other clients, she chose to give her feedback instead of just discontinuing to do business with us. I appreciate this very much.
We are a small team who all take ownership in what we do. - and we all want to be the kind of business that we would like to do business with personally. I shared Kristina’s feedback with everyone and we are making the necessary changes to ensure that no one else experiences these kinds of issues.
Many thanks, Kristina for your years of business with us. I will ensure going forward that the necessary changes are made. All the best. Dave.