I am the marketing manager at Serviceteam and I would personally like to offer my sincere apology for the mistakes we made with your electrical repair.
Having spoken to all the parties involved internally, we have let you down.
You should not have been charged for the time to return and collect a faulty part.
Also, you should not have had the problems you experienced in contacting your account manager.
Your refund should have been made immediately.
This is not how we do things at Serviceteam and I have spoken to the account manager involved. He has been disciplined and the whole team is having another refresher course on customer service.
Things don’t always go right when you do as many jobs as we do every month, and regardless that it occurred over the Christmas period, we don’t want anything like this to happen again. We need to meet problems head on.
That said, this incident is not a fair representation of how we do things generally. The results from our telephone sampling reveal that over 95% of customers would use us again – we are not the bad guys.
We are trying very hard to offer a great service in what is traditionally an industry with a very bad reputation for service.
We have already refunded you the mistaken amount..
But by way of a further apology we have made you an offer to refund you the entire invoice.
That means that we’ll pay for repairing your electrical problem – both the parts and the labour on the job.
We hope you think that this is a fair offer.
Now, moving onto the several reviews you have made in the public domain about our company.
We respect your right to air your opinion and we are determined to learn from this and make our service better for our customers.
However, I feel that some parts of the statements you have made are not correct. I understand that you are angry, that you want to hurt us and we have only ourselves to blame for that but I would like to draw your attention to this statement:
‘I was told they would be at my home at 8am, they arrived at 840 am, without any call to confirm they were running late. Calling the office at 815 warranted no explanation ’I can’t see his schedule’.’
I’m sorry Kimberley but we were not late for your appointment, we offer two hour time slots – in your case that would be from 8am to 10am.This policy is clearly indicated on our website and is a policy we have adopted since our inception.
You were informed of this as we have listened to the recording of your initial enquiry. If you did not take this information in, I’m sorry but I don’t know how we could have made it any clearer. The 2 hour slots are there so that we are not late for appointments because we never know how long the previous job might last. I think it’s important for me to point this out to our potential customers reading this review.
Secondly, we have now spoken to you – and apologized on five separate occasions about this matter privately and therefore your statement:
’ weeks later, STILL no refund. I have called repeatedly, with no answers. My ‘account manager’ called me yesterday offering a refund of half the invoice if I were to remove this review! I have called several times today but have been unable to speak with my ‘account manager’ or the general manager. Honestly, find another company to use, I’ve since used the London Handy Team and found them to be far better in every respect.’
is a little unfair. In fact at the time it was posted on the 4th of January, our records show that we had in fact spoken to you on four occasions. The office was in fact closed from the 24th until the 2nd of January. That is not an excuse because you should have had your refund before that but I can assure you we weren’t avoiding your calls at that time – we simply weren’t here!
I know our Managing Director has written to you to express his personal apology for the incident and an offer for a full refund which I’m sorry to say you have so far refused.
I would certainly like to bring this to a close and so I would once again like to apologise to you and if you there is anything further you would like to discuss I can be reached on 0800 599 9750 or email me at email@example.com