| Sean Meacher <sean@xxxxxxxxxxx>
17/01/2014 14:10 |
|
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Christmas is a time of giving and receiving, or gifts and
surprises.
Sadly that time is now over and so I'd rather not be surprised.
I work in the IT department of a technology company. We are essentially
the tech people to the tech people.
Where communication is important, ..... paramount.
I have to deal with many international companies, which if compared to
how Everest have behaved so far, would have been replaced by another provider
months ago.
I don't think I've ever been quite so ignored by any company I've dealt
with, in fact I've had better customer service from an online retailer
of amusing hats and t-shirts.
It's almost as if everyone I've had contact with is almost
afraid of being helpful, which does seem rather weird.
My concern is that with all this trouble for having just
half the house done, would I have to go through the same stress of being
ignored, again, at a later point in time.
So why should I even let you near my house in the first place?
So far, what I've had is this:
The sales rep very-nice-man Trevor came round and I asked for 'like for
like' in getting a quote for my windows. He worked out what was required
with timber frames and the window types I wanted.
At no point was I shown any different styles, so this thing I've signed
up for for £20,000, I still have no idea what's it's going to look like.
Then Robbie the surveyor came round, did all the measurements, took some
photo's, made some corrections and gave me the impression that he knew
what he was doing and that he was honest and trustworthy, which I felt
comfortable with.
Then a few weeks later I receive the proposed designs for the stained glass
replacements that looked like a child had drawn them while standing across
the street.
I was not happy.
Having traced the email trail back to the glass manufacturer, I made scale
drawings of the existing stained glass panels, sent them off and was pleasantly
surprised that CET were willing to work from those (with minor adjustments
that we agreed on).
So all good, or so I thought.
I've asked to be able to see what the designs of the windows will look
like and have been offered a visit to St Albans. It's a pleasant gesture,
but not something I really have time for.
Since then, I've had a couple of messages telling me it has been delayed
again due to needing to resize the smaller stained glass design, but no
actual information or feedback to the questions I've asked.
It's almost as if I'm being ignored on purpose.
That is very worrying.
The impression I've got is that Everest is very 'Administratively led',
meaning that there may be a vast number of people involved in the process,
each taking their pound of flesh but not contributing a whole lot to the
process, which would be much more effective if remodeled as an account/project
manager led system.
So as such, I'm really not convinced that the actual production cost of
the windows is anywhere near what I'm supposed to be paying, even with
the 'extensive discounts' mentioned by the salesman.
Having an engineering background, I'm entirely capable of producing the
units and the machinery to manufacture them myself, yet that's not really
something I'd have time for, hence involving you.
Please may I have a status update for this project.
What I would like to know is:
1) Confirmation of the amended fanlight designs, given that there are apparently
four slightly different sizes.
Scale drawings would be acceptable, photo's if you can.
I shouldn't have to speak to CET again for this;
3) Some photo's of what they're going to look like.
So far, no-one not even the saleman has shown me anything regarding this.
It doesn't need to be the actual units, although I'm sure
that would be possible now, even a link to the style on the everest website
would be enough to give me a warm feeling.
I really don't have time to visit St Albans. If it helps, imagine I'm in
the showroom, take some pictures for me *that you think I would be happy
with* and send them to me.
4) Confirmation of an installation date. I'm not a great
fan of rocket-powered moving goalposts, they give me a headache.
5) Contact details for the current MD. All the news stories
I found pointed to the man who, according to his LinkedIn profile, left
a couple of years go.
I can spend some time on the Companies House site and find it myself, but
I would like the information from you as it saves me the trouble and it
shows you are listening.
Now, even though I have yet to see the results of this, I feel the need
to get your attention because I have no desire to spend £20,000 'on good
faith' on something that I've never seen.
Also hoping that I might actually get what I've requested and supposedly
agreed to.
CET, when I corresponded with them about the main stained glass design,
were helpful, friendly, great customer service.
Robbie, has also been great. Even when you somewhat nonsensically
sent him from St Albans to Chiswick and back to ask me about changes to
the skylights stained glass dimensions, which could just as easily have
been sorted out via an email with a picture.
The rest of you, I am displeased with.
What do you intend to do to have me come out of this a happy customer?..
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On Fri, 17 Jan 2014 12:56:52 +0000, Ken.Lees@xxxxxxxxxxxxx wrote:
Dear Mr Meacher,
I have tried to call you on your mobile. I have left a message for you
to contact me. Please leave a message if you go to voice mail, i have bad
signal in my office.
Kind regards