To answer the phone "RS Andrews...How can I make you smile?" and then interrupt the customer in an argumentative tone defeats the purpose doesn't it?
Our A/C is less than a year old and it went out last Wednesday. We immediately called RS Andrews because they installed it. We were told that someone would call the next day. Didn't happen. Our air wasn't fixed until Saturday. (The verdict was that the original RS Andrews installer had placed the A/C on the incorrect setting). Our salesman (last year) happily pointed out a guarantee that if our air went out for more than 24 hrs within the first 2 years, we'd receive $250.00 for the inconvenience. The person at RS Andrews who answered the phone yesterday argued me down that RS Andrews doesn't guarantee a time frame to fix things. While that may be true, I informed her of the guarantee that I have in writing. She later stated that the misunderstanding was because I didn't say "installation" WHAT? Do you really expect your customers to use your company's internal lingo? When you ask "How can I make you smile?"...How about listening to the answer without interrupting? How about doing what you said you would do when you wanted our business? For the record, my unit was not installed within the agreed upon time frame last year and I was supposed to receive another $500 for that.
Update: On 6/17 was told I would get the $250. Received $250 6/30. Updated to 3 stars due to resolution. Original CS rep needs more training.