What the hell did you think "arrival window" would mean?

[pnad]

Originally posted by: KeithTalent
Windowned.

KT

Classic, this is why I come to anandtech.

 

[Exterous]

Originally posted by: Jeff7
I was told the cable-install guy would be here between 12:00pm and 4:00pm. I think it was 4:45 that he finally showed up. I took off work that afternoon so that I could be there during that gapingly-large installation window. Since he was late, I didn't have to do that. Can I charge them $100 for being late?

Truly, noone understands the meaning of installation windows. I swear I'm going to find noone and ask him to explain it to everyone.

Did they sign a form saying that you could? We try to take pride in our punctuality - to some extent because that is one category our raise is based on. But sometimes we can't avoid it: traffic jams, accidents and what not. In that case we offer concessions to the customer for the inconvenience (the amount varies on a case by case basis) [sorry for the bad spelliong ]

Originally posted by: kinev
I gotta kinda side with her. It's cliche, but the saying is that "the customer is always right". At least (within reason) at places that get my business. I "get" delivery windows, but somehow it's okay for you to show up at 5:35 because it's within the magical window. <snip>

She should eat the $100 for signing something that she didn't read, but you seem to forget who's working for whom. I'd think she might be able to successfully dispute the charges if she can prove that the salesperson guaranteed that she'd have it by the Super Bowl. I dunno, just my opinion (formed after many we'll be there between 2-6 no-shows).

Yes, because we agreed on that time window and we do not "magically" decide what time to arrive. The arrival time within the window varies based on: previous appointment, appointment location, traffic, construction, weather, location of product to be delivered. She (probably) only has to deal with one delivery appointment whereas we have to deal with 8-12 delivery/installation appointments. Given all of the factors (and our lack of control over most of them) I think giving a 2 hour window is pretty good - there are very few (if any) companies within our field who can do that

As for the customer always being right? I do not agree with that statement at all. I hate uppity statements like that. The customer is right when it makes smart business sense for the company to allow them to be right. Is she part of our customer base? Yes. Do I care if she doesn't buy from us again? No. At the moment, given our triple digit income percent increase over the last 2 years, I am willing to throw a few asshats under the bus.

I think the $100 would stand up in court. I am not a judge or lawyer, but it would not be the first thing I have been taken to court over in that terms and conditions sheet and thus far I am 4-0

 

[MmmSkyscraper]

Originally posted by: kinev
I "get" delivery windows, but somehow it's okay for you to show up at 5:35 because it's within the magical window. So, why should she not expect the same thing?

This makes no sense.

I'd think she might be able to successfully dispute the charges if she can prove that the salesperson guaranteed that she'd have it by the Super Bowl.

She loses because she wasn't at home between 4 and 6. That's what the delivery window means, someone has to be there to receive the delivery. She wasn't there for over 75% of the window that was arranged with her so she's an idiot.

 

[mugs]

Originally posted by: kinev
I gotta kinda side with her. It's cliche, but the saying is that "the customer is always right". At least (within reason) at places that get my business. I "get" delivery windows, but somehow it's okay for you to show up at 5:35 because it's within the magical window. So, why should she not expect the same thing? That's why the Seinfeld where Kramer's getting free cable and keeps screwing with the cable un-installer is so funny.

She should eat the $100 for signing something that she didn't read, but you seem to forget who's working for whom. I'd think she might be able to successfully dispute the charges if she can prove that the salesperson guaranteed that she'd have it by the Super Bowl. I dunno, just my opinion (formed after many we'll be there between 2-6 no-shows).

You obviously don't "get" delivery windows. They give you the time range when they'll arrive, and you are supposed to BE THERE when they arrive.

 

[RaistlinZ]

Originally posted by: Exterous
Another retail tail from exterous? Why not:

As a quick preface, yes I do understand the annoyance of those large arrival windows like "We will be there between 8am and 2pm" and there is always the classic 'installer being late for an appointment'

That being said, sometimes people are just plain stupid

I arrived at 4:34pm for an arrival window of between 4pm and 6pm (Not the use of only 2 hours for a window). Rang the door bell twice with no answer. Knocked loudly. No answer. So I got out my work order and called the home number listed. No answer again, but I left a message to the extent of "Hi, I arrived at 4:34pm for your 4-6pm appointment. I wanted to confirm your address of xxxxxx as there was no one at that residence when I arrived. Please call xxx-xxx-xxxx to reschedule your appointment."

I bit later I was back at the store loading up stuff for my next appointment when I got to take a call from the very same lady.

Lady: "Yes, I got a message that you had tried to delivery my tv at around 4:30?"
Me: "Uh, yes, that is true. Would you like to reschedule?"
Lady: "No, I am home now so you can come out and deliver it any time tonight."
Me: "Well, unfotunately, we are booked solid tonight so we won't be able to come back out."
Lady: "But its 5:35pm! There are still 25min left before the end of my 6pm arrival window."
Me: "Unfortnately, there is no way we would be able to get back out there in time to complete the rest of our appointments, but I would be happy to reschedule you for another date."
Lady *huffy* "Well, if thats the best you can do."
Me: *eye roll* "Let's see *looks at appointment list* Well, it looks like we are pretty booked up becuase of the super bowl. The next time slot I have available is from 6pm-8pm SUnday."
Lady: "But thats during the super bowl!"
Me: "Yes, I belive that would be the case."
Lady: "But I was promised the tv before then so we could watch it on our new tv."
Me: "I understand that and we tried to deliver it with in the time frame both you and the salesperson agreed on. Unfortnately you were not home."
Lady: "This is rediculious. I was promised this before the super bowl!"
Me: "Sunday from 6-8pm is the best I can do, unless someone else does not show up for their appointment. We can call you if that happens."
Lady: "Unacceptable. I demand to speak to the person in charge of scheduling."
Me: "Sure thing. Let me give you my direct number."
Lady: "I don't want to deal with you anymore."
Me: "But you said you wanted to speak to the person in charge of scheduling and that is me."
Lady: "Well, I demand to speak to your supervisor then."
Me: "Sure thing. He can't do anything with scheduling our techs but let me go get him for you."
SO I got my manager. As soon as he heard that she had an issue with scheduling he put me back on (he doesn't have codes for that - I do)
Me: "Hello again."
Lady: "Bah, I just want my money back!"
Me: "No problem. Lets see here...*clickety clickety* It looks like $1449 will be refunded to your card."
Lady: "Uh - I paid $1549."
Me: "Thats correct. It's is the $100 missed appointment/cancellation fee that makes the difference."
Lady: "What??!!"
Me: "You missed your appointment and now want to cancell. In those situations we charge $100."
Lady: "I did not miss my appointment. I was home by 530pm!"
Me: "Yes, but we came at 4:34pm, well within the 4-6pm appointment you and the salesperson agreed on."
Lady: "I am not paying the $100. I never agreed to that."
Me: "Actually, I have a copy of the terms and conditions form you signed when you were in the store. You should refer to item 9 regarding missed appointments and cancellation fees."
Lady: "This is a horrible way to treat a customer. I never read that form"
Me: *????!!!!!* "I am sorry you did not take the time to understand the form in the store before you signed it."

It goes on from there. Suffice to say 'she will never buy form us again' blah blah blah but we got our $100.
I don't understand why people think they can not be there for an "ARRIVAL WINDOW" and expect us to bend over backwards for them. ITS ONLY 2 HOURS!!! I can't think of ANYONE else who does that!
I also can never understand why people don't read things they sign

Cliffs:
-Lady missed appointment window
-Lady is pissed we can't come back till during super bowl
-Lady is pissed she can't deal with anyone but me
-Lady wants to return everything and gets more pissed about cancellation fee
-Lady didn't read terms and conditions regarding said fee but did sign the form saying she understood the terms and conditions regarding the cancellation fee
-Lady is stupid

LMAO!! Classic. :laugh:

 

[jjones]

Originally posted by: kinev
I gotta kinda side with her. It's cliche, but the saying is that "the customer is always right". At least (within reason) at places that get my business. I "get" delivery windows, but somehow it's okay for you to show up at 5:35 because it's within the magical window. So, why should she not expect the same thing? That's why the Seinfeld where Kramer's getting free cable and keeps screwing with the cable un-installer is so funny.

She should eat the $100 for signing something that she didn't read, but you seem to forget who's working for whom. I'd think she might be able to successfully dispute the charges if she can prove that the salesperson guaranteed that she'd have it by the Super Bowl. I dunno, just my opinion (formed after many we'll be there between 2-6 no-shows).

You obviously don't get it.

 

[DisgruntledVirus]

The joys of customer service. I couldn't deal with people pulling this stupid crap anymore, and had to get out of retail/direct customer interations

But that is pretty funny.

 

[brtspears2]

I had an appointment with ATT, 530pm - 8pm window. Sure enough, they guy shows up at 5:05pm, finds I'm not there, decides to tone my line to see if it works, says it works, bills me $60. Thanks ATT!

 

[Anubis]

man i wish someone would give me a 2 hour window when coming to do something at my house

last time i had a tech come out which was a while ago while i was in Boston, it was a comcast tech to fix something borked with the cable, they said and i quote "we will be out sometime on Tuesdy" they didnt even say what fing Tuesday it was
and they didnt come on Tues they came on thursday at 830 AM :/

 

[Atomic Playboy]

Originally posted by: kinev
I gotta kinda side with her. It's cliche, but the saying is that "the customer is always right". At least (within reason) at places that get my business. I "get" delivery windows, but somehow it's okay for you to show up at 5:35 because it's within the magical window. So, why should she not expect the same thing? That's why the Seinfeld where Kramer's getting free cable and keeps screwing with the cable un-installer is so funny.

She should eat the $100 for signing something that she didn't read, but you seem to forget who's working for whom. I'd think she might be able to successfully dispute the charges if she can prove that the salesperson guaranteed that she'd have it by the Super Bowl. I dunno, just my opinion (formed after many we'll be there between 2-6 no-shows).

Of course it's OK for him to show up at 5:35 if it's in the delivery window. That's why it's the fucking delivery window! If he said "I will be there between 4 and 6" and then showed up the next day, THEN you could get pissed. But if someone says they will be there, and lo and behold, they are there, HOW IS THAT WRONG? He did EXACTLY what he promised to do as the deliverer. The CUSTOMER did not hold up her end of the agreement... and that's the deliverer's fault? Are you completely insane?

We've all been burned by installers. I have dealt with Comcast on several different occasions and they have never arrived within the window. However, you don't just assume that the person won't show up and schedule other shit during the appointed delivery time. And then, after the deliverer has done exactly as promised and the customer has not, she has the balls to try to call him back as if the window is a chunk of free time he's generously bequeathed her out of his schedule. And you actually think that she is RIGHT in doing this? People like this are the reason we have to sign 18 forms in triplicate to do anything; they think everything in the world exists solely for their benefit or happiness, and are liable to sue if they don't get their way. Well fuck that. If she can't live up to the simple goddamn expectation of remaining in her home for two measly hours, she can go to hell and take her ilk with her, horrible shrew. Fucking worthless excuses for human beings make we want to vomit...

Thank God I've never had to work retail/install or really any position where I had to deal with people. I'm just too much of a "people person" for that sort of work...

 

[FusionKnight]

I wanted to get cable TV for the NHL season, so I call my local cable provider (in Canada, so Shaw). We set it up, and decide that Saturday between 12:00PM and 4:00PM would be the window in which tech would appear. Saturday rolls around, and no tech shows up by the end of the window. I received no call from Shaw. I call in and ask where the tech was, and the customer service agent didn't know, but offered to waive the $30 installation fee. I agreed, and we setup the next Saturday between 12:00PM and 4:00PM for the tech to come out. Next Saturday comes and goes with no tech. At this point, I gave up on it. A week later I get a call from Shaw asking, "We notice that you have internet with us, but not cable TV. Wouldn't you want to watch the hockey on HDTV?" My response, "I would. Thus the reason I booked an appointment the first two times."

FK

 

[Snapster]

Props to you for having such a short delivery window and sticking to it! :beer: I get fed up for 4-6hr delivery windows, guaranteed they'll turn up in the last 30 mins. I wish all companies would have better scheduling like that, even better if they communicate with the customer and alert them that they are on the way etc.

 

[sygyzy]

She is obviously "technically" wrong but you are clearly a jerk in this matter. She is trying to buy a $1500 TV from you to watch the game. To me it doesn't really matter what the fine print says. I bet you are one of those stores who have full 8.5x11 purchase forms with multiple carbon copies (pink, yellow, white) and many paragraphs of rules for this very purpose. You said something along the lines of "We don't care, we got our $100." Is that better than $1500? She was wrong in her understanding of a delivery window, but you could have made a better effort.

 

[dainthomas]

What a dimwit. If I was the husband I'd make her walk back to the store, buy the TV, and carry it home.

 

[waffleironhead]

Shouldnt there have been an option for the consumer to pay an extra fee and have the set delivered outside of normal hours? Say "yeah we can deliver that tonight but we need an additional $150 from you. Well our delivery people will be going into overtime plus the extra gas to come out." Then you pay the tech some extra bonus for doing the run.

I can see that you were not in the mood to deal with an asshat, but im sure one of your techs would have loved to make some extra cash.

 

[jagec]

Originally posted by: sygyzy
She is obviously "technically" wrong but you are clearly a jerk in this matter. She is trying to buy a $1500 TV from you to watch the game. To me it doesn't really matter what the fine print says. I bet you are one of those stores who have full 8.5x11 purchase forms with multiple carbon copies (pink, yellow, white) and many paragraphs of rules for this very purpose. You said something along the lines of "We don't care, we got our $100." Is that better than $1500? She was wrong in her understanding of a delivery window, but you could have made a better effort.

It wasn't like he was just sitting around at the office all day long, and then going out to make that one delivery when he felt like it. Have you ever worked any sort of delivery position? You HAVE to have a schedule, and if you miss a delivery because the person is late or doesn't show up, that screws up the entire rest of the day. You can't just pop back out there and re-deliver at their whim. You have a route that you follow, and if an earlier delivery calls you back, you're miles away with tons of other deliveries lined up, and you simply CANNOT drop everything to return to their house.

The only way to do the delivery is either to (a)reschedule, which means you have to wait for an opening at a future date, or (b)work later, delivering into the evening, which the customer won't like, which the company won't like, which the worker won't like, and which will put you driving across town in the middle of rush-hour traffic. And I can GUARANTEE that the customer won't want to pay a cent extra for this special delivery.

 

[alkemyst]

Originally posted by: Exterous

As for the customer always being right? I do not agree with that statement at all. I hate uppity statements like that. The customer is right when it makes smart business sense for the company to allow them to be right. Is she part of our customer base? Yes. Do I care if she doesn't buy from us again? No. At the moment, given our triple digit income percent increase over the last 2 years, I am willing to throw a few asshats under the bus.

Unfortunately this kind of attitude is why you'd never be put in charge of things that matter.

One customer may not be a 'repeat' customer, but they sure as hell can tell alot that would be.

You taking things personally is the problem. If you handle it diplomatically even if the customer is wrong, they feel ok about it.

 

[imported_Imp]

Man, I wish we had 2 hour windows here. Most of the "windows" I've sat through were 5 hours long with panicking and some "OMFG, they're here, they're here!!! Oh no, it's for someone down the street...".