redfathom Posted August 25, 2008 Posted August 25, 2008 Our alarm company at work is the worst! They can't manage our account for anything. We will call and make notes and they always get them wrong. It doesn't matter who we talk to, our account manager, customer service, branch manager, we still have problems. I know, we should get someone else, but my boss doesn't want to. So last week I called our alarm company because our local power company was going to do some work and we got a notice that power would go out for specific times. I told our alarm company not to call anyone on the list for this reason, only for break-ins. I called on Friday and confirmed and also gave them the name of an on site contact to call first for breakins on either Sunday or Monday during the times I told them earlier last week. This morning my boss tells me that he got a call at 2am that the power went out and the alarm company told him he was the only name on the list. Then my other boss got a call at 3am that the power went out. After the meeting I told our purchaser what happened, because her and I work closely on this and also when we tried to find another company. While I am on hold with customer service she comes over to my desk and goes: "Well, why didn't you call that guy that came out here a few weeks ago, I thought we agreed that we would call him for issues." I said, "I shouldn't have to track down people at the alarm company who may or may not be able to help me, customer service should be able to help me and do it right." She goes, "Yeah, but we agreed you would call X, next time why don't you ask me if you are too busy to track him down and I will call." So I snapped and said, "Oh, so I guess this is my fault for calling customer service." And she said, that was not what she was saying and that was pretty much the end of that. X is the third account manager we have had assigned to us just this year, and the tech he brought with him messed up on something and we got a call about it last Monday as well. I feel bad for snapping at her...should I apologize?
beejsea2 Posted August 25, 2008 Posted August 25, 2008 I would apologize and let her know it was not her but the fact that you are not getting the service that you're paying for. If she knows the history that you have with this company she'll understand your frustration. I have experienced this type of service with a vendor we use, customer service is giving wrong info etc, contact person is always say get in touch with me but when you need them they're never available..yea frustrating..but bottom line is you need to keep the peace with your co-worker, the account manager for the sercurity company may be replaced any time!!
Author redfathom Posted August 25, 2008 Author Posted August 25, 2008 I did apologize a short time later, I felt bad. We later got Yogurt together ... It is very frustrating when all you want them to do is their job, and you know it's not even that hard.
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