Customer Service
As a
consumer with a problem with a product or service you have many options. You
can return to the retailer where you will find the clerk, manager or owner to
file a complaint. At a larger business a
whole department is set up to handle returns or complaints. On your utility, phone and other bills you
can find an 800 number for customer service.
If all else fails the Better Business Bureau, the state’s office of
consumer protection, the local media outlet and finally the legal system.
As a
business owner and a dealer for many products we do not have the same options
as a consumer. Many times we are left
with the costs of repairing equipment that should be covered under the
manufactures warrantee. For the
retailers and service centers getting support and satisfaction can be
impossible.
These are
some of my stories of searching for customer service.
Propane
One would
think that the propane industry would focus on safety. After 40 years of pumping propane this is
not true. We have fired suppliers twice because of safety issues. Our current Propane filling station has been
modified since the state of Pennsylvania safety inspectors approved a system
that had 2 safety gates that would have been blocked during an emergency.
Agway Petroleum
supplied us with propane from 1971 until 1994.
For the most part Agway as a company did a good job when it came to
addressing safety issues. However,
safety is a 24-7 job and when employees at the local supplier got sloppy Agway
Nazareth was fired.
In the
summer of 1993 Agway added an additional liquid propane storage to the Forks
Township store. Unknown to us the workers cracked a fitting between the two
tanks this cracked fitting created a small leak. The workman apparently reported the leak to
the local manager however they decided it did not need to be fixed. During the summer the propane leaked and
quickly evaporated. However, during the bitter cold snowy February of 1994 the
leaking propane gathered under the snow and the cold weather did not allow the
propane to evaporate.
We first
ignored the slight odor of propane however when the odor got stronger and was
an obvious leak we contacted the local plant manager. After 2 weeks we again called the local Agway
distributor and the manger reported that parts had been ordered to fix the
leak. When I questioned how he knew what
parts needed to be ordered since the untouched cover of snow proved that the
system had not been looked at.
I gave
the manager 24 hours to complete the repair,
When they system was not repaired
the next day I gave an ultimatum to the Agway Manager. He had 1 hour to get workman on site or I
would call 911 and report the leak.
Within an hour Agway workers were digging through the snow and replacing
the fitting. They used very colorful language
in describing their displeasure of being forced to work out in the cold. A week later I hired a new company.
Roadblocks
In dealing
with large companies with dozens of levels of management you need to understand
that at the top are company officers with hopefully sound and honest business
practices that spend their days working on ways to improve products and
service.
However when you
call the 800 number for customer support you are hoping the CEO answers the
phone, however you know the CEO doesn’t talk to consumers. After hours on hold and discussing your
customer service issues with different levels of customer service many consumers
just give up. Defective products,
ineffective customer service is not good news in the board room however the bad
news never reaches the upper levels of management.
Somewhere along the management tree a
roadblock is erected to prevent complaints from reaching upper management.
AmeriGas is
a bad company in a bad (the propane) industry.
When we
hired AmeriGas in 1994 we received brand new Storage, pumping and measuring
equipment. The contract mandated the
AmeriGas would maintain the equipment and make regular safety inspections. As a large volume pumping station the
equipment was used hard it had not been maintained as promised. by 2014 breakdowns and safety issues were
increasing.
The local
manager mostly ignored our complaints of malfunctioning equipment and showed
his annoyance by stopping automatic deliveries and adding our name to the past
due accounts robo-calls even though we were up to date with payments. I found a way around the plant manager to get
propane deliveries by calling the after hours emergency line and get my propane dispatched
from the call center. Finding support
for equipment breakdowns and safety issues was a different story. I decided I needed to do an end around both
the local manager and the emergency center.
E-mails failed at the call center the employees did not use real names
and would not pass the calls onto a supervisor.
This didn’t stop me from calling other numbers in the system.
One day
trying to handle an equipment breakdown I got a full name and a phone number
from a Call center employee. When the
local manager refused to dispatch a repair truck I called my friend at the call
center. Instead of reaching the call
center the call was answered by the parents of the call center employee. I guess the rookie employee was so flustered
instead of giving me a fake number he blurted out his parent’s number.
In requests
to speak to the boss of the local manager I was told that he works in an office
without a phone and when they needed to converse with him they would send an
e-mail that would be answered in a few days.
(I am picturing
this rouge manager sitting on top of a propane tank much like Marlin Brando in
Apocalypse Now.)
Less than an
hour after the polite phone call to the parents Col. Kurtz the rouge district manager was on
the phone threatening me. I was told If I
ever called the number again I would be sued out of business.
I agreed to discard the number if I could get
the number at the regional manager’s office.
With a few more threats he hung up.
My next call was from the local manager begging me to discard the number
in the end the local office decided to replace the dangerous gallon meter.
I got the
gallon meter replaced however now the regional manager got involved with
continued harassment so when they refused to address another safety issue I
hired a new company.
AmeriGas
lost a large steady account because they refused to address customer
service.
When I see an AmeriGas ad I
think how stupid they are. They are
paying to find customers on one side and losing customers because of sloppy safety
practices and customer service.