The door opener that I picked out over the phone was not the one that was installed. I thought that I arrainged a belt driven door opener with a lifetime warrently on the motor and the belt. A chain driven unit was installed. Since I was not able to be home at the time I had a someone meet the technician at the house. In my mind I thought the technician would be informed of the unit I had asked for over the phone. This was not the case, and I am partly responsible for not communicating what I had purchased to my friend that was meeting the technician. I really thought that everything was set up when I made my selection over the phone. Something to consider is to communicate the selection with the technician before they reach the customers house. According to my friend, the technician had no idea what I had selected. This was a learning experience for me. Thank you for your time. Oh and by the way, I do like the new opener.
A Response from Ronnie:
Thank you very much for your comments, we really appreciate you as our customer. We apologize for any lack of communication on our part.
Also, we do record all of our incoming phone calls for training purposes, and since we seemed to have a communication issue we did review this call.
We found that our representative did a great job of explaining several opener models for over 8 min's on the phone with our customer. At first our customer stated that she was very interested in the chain drives and that's probably what she wanted. Next our representative explained the belt drive models we offer & prices, and asked for all of the customers information, and continued to schedule the appointment. Our customer did say that the belt drives sounded excellent. Next, our representative answered a few more questions about accessories and prices. At the end of the call, the customer did not give a clear indication of which opener she chose. Our representative listed all options that she talked about on our work order for the technician. We apologize that she did not ask again if the customer had narrowed it down to one choice. She did do a great job of taking the time of about 11 minutes total to accommodate all of our customer's questions.
It is unfortunate that the customer's neighbor did not know exactly what opener the customer wanted when our technician arrived to do the work.
We really try hard to make all of our customers happy and do really appreciate the comments and feedback to help us improve!