Rude salesperson= complaint-part 2

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Hello all! As promised here are the emails to complete the picture of my previous post. If you haven’t read Part 1, please see it here before you read on. Remember, my last post I had emailed the President of the company about my experience with the rude salesperson.

http://www.effectivecomplaining.com/rude-salesperson-complaint/

Now where were we? A rude Salesperson that I needed to complain about in order that he learn from it, in order that his superiors knew about it and that I made money by saving money!!

 

Here are name edited emails. I have taken out names and company names but I have not changed the content or message. These are the templates you can use folks. Use them to fit your complaint. Use them to help you make money by saving money. In this post I end up getting $200 off of the $470 instal by complaining effectively. By not accepting a rude salesperson. It felt good. Now some may argue, did I make money? I say yes, my wife says no. Especially when I wanted to take the $200 saved to early upgrade my cell phone! Ha Ha… So true. Either way friends, it’s $200 bucks in my pocket and it could be in yours if you start complaining effectively, use my rules and stand up for yourself!

Now, onto the emails. Please leave some feedback for me on how these emails I am sharing are reading to you…Are they flowing, making sense? Share your success stories too, if not publically by leaving a comment, send me an email.

 

From: my email address
Date: June 1, 2015 at 6:38:57 PM CDT
To: <Vice President’s name of company>
Subject: my home address

Dear Mr. Vice President’s name,

I sent the below email with the attachment to Mr. xxxxxx last Wednesday, ccing Mr. yyyyyy.

I have received no acknowledgement of my email or a response. Is this common practice Sir? With that I mean, common that the email isn’t at least acknowledged by ABC123, perhaps advising staff are looking into my issue.

Mr. Vice President’s name, I’m advising you hoping you will address and/or delegate as you deem necessary.

Thank you,

my name
my phone number

On Jun 4, 2015 4:57 PM, “Customer Relations Manager’s name” <his email address> wrote:
my name,

I just wanted to provide you with a quick update regarding the issues in your letter sent below. I’ve engaged the Field Manager in your area and asked that they speak with the actual crew who came to the home to complete the installation pre-inspection and requested they provide a breakdown of all material and labour costs that amounted to the $470 quote.

I will contact you as soon as I receive an update from the Manager.

Thank you,

His name
Customer Relations Manager

ABC123

 

From: my email address
Sent: Friday, June 05, 2015 2:48 PM
To: Customer Relations Manager’s name
Subject: RE: my home address

Thank you Customer Relations Manager’s name,

my name

 

On Jun 10, 2015 3:35 PM, “Customer Relations Manager’s name” <his email address> wrote:
my name,

After speaking with both Rude salesperson’s name and the Manager of the technicians who actually attended the address all that they have listed in terms of materials required for the install was 30’ of gas line. What I have been told (which I was unaware of before) is that when quoting for gas line replacement the removal of the old line is included in the overall number of feet so in your case what they had listed was 15’ of 1” gas line removal as well as 15’ of 1” gas line installation for a grand total of 30’.

When calculating a quote for the installation costs of equipment we do not charge hourly labour separately, that cost is factored in to the materials costs used to calculate the installation amount. Unfortunately this price setting is done by our Finance Teams and I do not have access to their formula in terms of what portion of the price of 1’ of 1” gas line is for the labour to install it and what represents the actual material cost. When Rude salesperson’s name inputted the 30’ of 1” gas line (which as mentioned was the only thing listed by the installers as required) he was given an amount of $470. I’m not sure why you didn’t receive this same explanation from Rude salesperson’s name and apologize that he was not able to provide you with this earlier.

Thank you,

His name
Customer Relations Manager

ABC123

 

Now many of us would have stopped here, not me my friends and neither should you. No money was saved yet! Read on and see what happens.

From: my email address 
Sent: Monday, June 15, 2015 12:11 PM
To: Customer Relation Manager’s name
Cc: Vice President’s name
Subject: RE: my home address

Hello Customer Relation Manager’s name.

Thank you for your response.

I appreciate your explanation on this matter. We will consider it in our final purchasing/renting decision.

A couple of points that I feel I must address that I hope have not been minimized or overlooked. The first being Rude salesperson’s name attitude and the way he spoke to me and my wife.

The fact you apologize for the fact Rude salesperson’s name was unable to answer our questions at the end of your below email is appreciated, what about his behaviour? His behaviour I identified in my first email.

Then there is the fact that the installers that came out poked fun at the installation of our current hot water tank. Poked fun at how the job was done inferring it wasn’t done properly. It was done by ABC123 by the way Customer Relations Manager’s name. Should we now be concerned about our current hot water tank and install?

Should we be concerned about a future install of we actually decide to go with the installation of the hot water on demand by ABC123? This is a critical part of our home.

Certainly our confidence has gone down in ABC123; however, you certainly have been pleasant to deal with and reasonable and thank you for that.

We are currently exploring other options to get out tank including Competitor Company Name offers for their installations.

I guess my final question Customer Relations Manager’s name would be where does ABC123 stand on extending compensation to customers? Loyal customers who have been treated not very professionally.

Is this a case where you can waive the $470 as a sign of Goodwill?

That would certainly be a nice touch.

Looking forward to hearing from you.

Regards,
my name

 

On Wed, Jun 24, 2015 at 11:17 AM, “Customer Relations Manager’s name” <his email address> wrote:
my name,

I apologize for the delay in response to your email below I was away for much of last week.

I wanted to assure you that the issues you’ve raised regarding both Rude salesperson’s name attitude and behavior as well as the comments made by the technicians who came to the home have both been raised with their respective Managers and will be addressed. We strive to provide the best service and advice to our customers regarding all of their heating and cooling equipment and again I would like to apologize that this did not match your recent experiences.

In regards to the amount of $470 that was quoted I would not be able to waive the entire amount however I would be able to reduce it by $200 which would leave the install cost at $270.

Thank you,

his name
Customer Relations Manager

ABC123

From: “my email address”

Date: Jun 24, 2015 11:35 AM
Subject: Re: my home address
To:Customer Relations Manager’s email
Cc:

Thank you for getting back to me Customer Relations Manager’s name

Thank you for your words and thank you for your offer of goodwill. It is a fair offer and we would like to go forward with the installation and rental based on the $270.​

Can you put that in motion or do we need to do something?

Thank you,
my name

Victory folks! A Rude Salesperson put in his place and $200 dollars, my hard earned money, saved!

Thank you.

complaintmentor
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