Shutter madness

October 5, 2017

Recorded voice: Thank you for calling Southwest Storm Shutters. Please leave your name, number and a brief message and we will return your call as soon as we are able to.

TJD: This is Tom Dryden. You guys installed our electric hurricane shutters last year. The one over our bathroom window is broken. I pushed the button to lower it before the hurricane but the motor was dead. I got up on a ladder and took the cover off and was able to lower it manually, an inch at a time, but it took half the day. The room is now pitch black so I want to get this fixed as soon as possible. My number is 555-5555. Thanks.

December 1, 2017

Woman: Southwest Storm Shutters, this is Sara, how can I help you?

TJD: This is Tom Dryden. I left a message a couple of months ago but didn’t hear back. The motor on one of the electric storm shutters your company installed last year is broken. Could you send someone out to fix it?

Sara: I’ll have someone call you. Just a heads up, it may be tomorrow, we’re a bit backed up.

TJD: That’s fine, thanks. I’ll wait for your call.

February 12, 2018

Recorded voice: Thank you for calling Southwest Storm Shutters. Please leave your name, number and a brief message and we will return your call as soon as we are able to.

TJD: Tom Dryden here, I’ve called several times. The motor on one of my shutters is broken. Could you please call me back? 

March 31, 2018

Sara: Thank you for calling Southwest Storm Shutters. How can I help you?

TJD: This is Tom Dryden and this is the third or fourth time I’ve called about this. One of my shutters, the engine on it — you installed it two years ago — is broken.  Last time we talked you said someone would be calling but I never heard back. I need to have this taken care of. 

Sara: Nobody got back to you? I gave Don your message, he’s usually so good about returning calls, so I don’t know why he didn’t, but I’m sorry. I have your number. He’s out right now but I’m going to text him and he will get right back to you.

April 25, 2018

Sara: Southwest Storm Shutters, Sara speaking. 

TJD: This is Tom Dryden. I’ve been trying to get one of my shutters fixed since just after the hurricane. I’ve called and called and you've promised someone will get back to me but nobody ever does. When I stopped by your office last week, you said you’d have Don call me that afternoon. Hurricane season starts in a month. I really, really need that shutter repaired. 

Sara: Oh my God, I am so embarrassed! This isn’t like him. I tell you what, I’m going to put you on the schedule right now for — let me see — how about Thursday, May 3 between 9 and 3? 

TJD: I have three appointments that day but I’ll rearrange my schedule. Thank you!

May 3, 4:40 p.m.

Recorded voice: Thank you for calling Southwest Storm Shutters. Our office hours are 8 a.m. to 4:30 p.m. Please leave your name, number and a brief message and we will return your call as soon as we are able to.

TJD: This is Tom Dryden. You promised you’d be here today between 9 and 3. It’s 4:40 now and, after sitting around all day waiting for you to show up, I’m learning you’ve gone home for the day. This is unacceptable. I spent (a massive amount) with you last year and these shutters are guaranteed for ten years. If you don’t call me back first thing tomorrow I’m going to call the Better Business Bureau.

May 4

TJD: Hello?

Sara: This is Sara at Southwest Shutters. Mr. Dryden, I am so, so sorry. The technician we had scheduled to repair your shutter yesterday up and quit without warning — abandoned his truck and the sheriff finally found it on Marco Island this morning. You have my word Don, the owner, will be there on June 3 at 8:30 a.m. sharp. 

TJD: You swear?

Sara: On a stack of Bibles. This isn’t the way we do business. There will be no charge.

TJD: There shouldn’t be, they’re guaranteed for 10 years, parts and labor. 

June 3, 9:30 a.m.

Recorded voice: Thank you for calling Southwest Storm Shutters. Please leave your name, number and a brief message and we will return your call as soon as we are able to.

TJD: This is Tom Dryden at 555-5555. Call me! I have had it with you people! You were supposed to be here an hour ago.  I ran a service business myself and if I had treated my customers the way you treat yours I'd have been out of business pronto.

June 6, 2:45 p.m.

Woman: Thank you for calling Shutter Pro, my name is Jennifer.

TJD: Hi Jennifer, my name is Tom Dryden. A neighbor told me your company repairs storm shutter motors. I have one that is broken. I need to have it fixed ASAP. 

Jennifer: Mr. Dryden, I am so sorry but we are booked solid until September.

TJD: You're kidding. September? 

 Jennifer: Don't worry, I can help. Do you have a pen and paper handy?

TJD: Yes.

Jennifer: Call Enrique Menendez at 555-1234. He used to work for us but retired last year. He still takes on some of our overflow work and, don’t tell anyone I told you this, he charges less than we do.

TJD: Thank you so much! I will call him now!

June 6, 2:48 p.m.

Recorded voice: You have reached Enrique Menendez. Please leave your name and number and I will call you back.

TJD: Hi Enrique, my name is Tom Dryden. Jennifer at Shutter Pro recommended you. I have an electric roll-down shutter with a broken motor and I need to get it fixed. If you could call me back, I’d really appreciate it, I’m desperate here.

June 6, 4:45 p.m.

TJD: This is Tom Dryden.

Sara: This is Sara at Southwest Shutters. I know we’ve given you the run-around and I’m so, so sorry.  The reason I haven’t called is that the manufacturer hasn’t had any replacement motors in stock, they’re waiting for some to arrive from China, but they have confirmation they are on their way and have promised they will be FedExing us a new motor to to arrive Monday morning, June 18th at 8:30, and we’ll be at your house by 9 a.m that same day to install it.  If we are a few minutes late, it’s because we are waiting for FedEx. You have been beyond patient. Thank you.

TJD: It’s a good thing you called. I want you to do this work because, after all, you installed the shutters and have guaranteed them but I finally put a call into someone else because I’d given up. Can I call him and tell him to forget it?

Sara: Absolutely!

Same day, 4:46 p.m. (call that went into my voicemail while I was talking to Sara).

Enrique: This is Enrique Menendez returning your call. I can fix your shutter motor tomorrow and will be there at 9. Please text me your address.

Same day, 4:52 p.m.

Text message from TJD to Enrique: Hi Enrique. Please disregard my message but I can’t thank you enough for returning my call. Have a great day!

June 18th, 9:30 a.m.

Recorded voice: You have reached the voicemail of Southwest Storm Shutters. Our offices are closed for vacation from Monday, June 18th through Friday, June 22nd. If you’ll leave your name and number we will return your call on Monday, June 25th.