Daily Home Renovation Tips

It was left with us that Amy, the Level 3 customer support representative from the big box building supply retailer’s head office, that the replacement door for the replacement door was to arrive on June 6th at the store after which we would be called to arrange a date for the new installation. However, Amy agreed that this time it would be installed by a person (I couldn’t find where I wrote down his name if she ever gave it to me which she may have) who was her trouble shooting installer.

She also said that this person would need to inspect the first replacement door’s installation, together with a service manager from the retailer, to go over everything that went wrong the first time with the first door. Amy also asked me, to call her, when I received the phone call for the installation so she would know and arrange for the pre-installation inspection. OK. I, the customer, will take the time to let the retailer’s customer support person know about something that the retailer was arranging.

Well, right on the money on June 6th we receive a phone call from the installation company that ‘Mike’ was available to install this second replacement door on Friday June 13th (yes, today). I wish I had not asked the following question, but I did. I asked:

“Is this the person who Amy said was the trouble shooting installer that would be the one to do the installation this time?”

The answer was: 

“I don’t know about that.”  Uh-oh.

I then asked:

“What is this Mike’s last name so I can call Amy and let her know?”

The answer was (and I am not kidding about this):

“I don’t know his last name.”  Uh-oh.

I call Amy. She is away for the week so I leave a message about all this, and how I don’t know if this Mike person is the one she said would do the installation, etc., and if she could please get back with me so I would know and cold confirm my availability to be present for the pre-installation inspection.

That was Friday.

Monday, nothing. I believe I leave a message….I can’t remember.

Tuesday, nothing. I leave another message, this time for sure.

Wednesday, nothing. I leave another message early in the morning.

Late that morning after hearing nothing from Amy I try to, through the plethora of voice mail system instructions of the retailer’s phone system, to speak with her direct supervisor.

Instead I receive a customer support supervisor, Shannon, who was sympathetic, and so on and so forth. With all due respect, I have heard it all before. After explaining what was going on I was to hear back from someone late that day, Wednesday, or if not on Thursday, (the day before the installation date by someone named Mike):

• if this was the trouble shooting installer Amy had referred to that would be doing the installment of the second replacement door
• what time on Thursday the pre-installation inspection would occur (hopefully with a copy of the door manufacturer’s inspection report in hand)

The saga continues. In the next article in this series we will report back, hopefully with happy news. We’ll see.

To continue with the next article in this series, the beginning of the replacement door installation for the replacement door, simply select this link to Part 25.