I called ATC at 9:20 pm. Someone from their answering service answered. I was asked if it was an Emergency call and I stated "Yes, my a/c isn't working". The man took my information and I was told I'd have a call back from a tech within 20-30 minutes.
After 40 minutes I called back. Spoke to another rep at the answering service. Asked how long for a call back. He told me that they were really busy and that would be an hour. I stated that I wish I had been told that on my first call since I had to work in the morning and was waiting up for a call back. He asked me if I would just like to schedule for the next day instead and I said no, my air isn't working, I'll wait.
Another 40 minutes later, I call back. I am then put on hold and then told by that rep that I will not be recieving a call until the next day (today 7/18/09). I was fuming! I asked why I wasn't told this previously and why hadn't anyone called me to let me know. The rep could not answer those questions, so I asked for the boss. I got Supervisor Linda. Linda stated that there was nothing she could do and that she didn't know why the reps did not tell me this info from the beginning. Then while continuing to speak to her she stated that the company does not want the customers being told that they don't take svc. calls after 9 pm. I said "Oh really, so I will be calling tomorrow and letting them know that you just told me that." She had no problem with this.
This morning: Called at 8:10 am-ish. Spoke to the girl that answered the phone and asked what time a tech would be to my house? She told me between 1 and 3 today. That was totally unacceptable and I asked her who I could speak to about this. She took a msg for the Supervisor/Manager, Brian and said he'd call me back about 9 am.
9:15 am: Still no call back. I called again. I was put through to Brian and he was already aware of the situation from my message. Apparently he was in no hurry to call me back even with having seen my issues stated in the message. He stated that the svc guys are not dispatched after 9 pm and I asked then why are the customers made to believe that service is 24/7? He stated that they don't do that anymore because they would get calls and their guys would go to the call and the customers would either be "drunk, high or asleep" and that their techs were getting "burnt out" and they had to stop the 24 hour calls. This was all no concern of mine since I had been waiting up for a call back. I told him that's all well and good but they need to let people know that and not have people sitting around expecting a call back from a tech. He also took down the supervisors name from the call center.
Basically, all he offered to do for me was to speak to the people at the call center. Never apologized, nothing. When I insisted that a tech be out to my house earlier since this was not my fault and I had been waiting since last night, he treated me like I was an irrational person for even expecting something like this. Comments were made to me like "Why should the other customers have to wait that have been waiting since noon yesterday." At one point he was even raising his voice at me. I told him that as the Manager, he should be doing whatever he needed to to rectify this situation and please the customer that was "done wrong". He offered nothing and when I told him I would like to escalate my call to the next person in charge he said that I would never speak to anyone else.
I said, "Oh really, because I happen to work with a girl that knows the owner from playing softball with Michael Lang's daughters." I let him know that she offered to make a call for me if need be and I had to threaten that before Brian put me on hold, came back on the phone and said there would be a tech at my house by 11 am.
Tech arrived at my house and had problem diagnosed and fixed by 11:10 am. Fyi- It was just a stopped up line. Too bad I had to make threats in order to have my problem solved. Customer Satisfaction should be number 1 especially in these hard economic times. It amazes me that some companies don't care if they lose a customer.
North Lauderdale, Florida