Service is pretty good, but communication really needs some work. Here's the facts. A lock was…read moreinstalled and we requested a master key be set as well as 4 additional keys key to just that particular lock.
The keys we use are not standard Keys, nor are the locks that we require, they are usually a more special order type of situation. Given that information it is understandable that they would not have an abundant Supply maybe, but you would assume they would have a small Supply somewhere in one of the local stores.
Now I understand, that the technician swore that he made at least two keys, and then keyed the master key to the lock as well. However, I the master key was the only key I got back. What I do not have, and to the best of my recollection is; I do not have the two keys that the locksmith said that he provided. Again I wanted four of these keys but two would have sufficed until I could have got the other ones taken care of.
Regrettably I was not able to be on site when the locksmith did the initial work, so I was not able to personally receive the keys. Let alone ask questions regarding the lock or the number of keys.
I do recall quite vividly receiving the master key from my supervisor, noticing that we did not have enough Keys, nor do I remember getting any keys back other than the master key which I provided. Therefore I immediately called the technicians phone number, left a detailed message, never got a reply. I did forget to follow up for quite some time., my job can get a little busy sometimes around the office.
Service is usually pretty good. The technician cleans up, leaves little to no mess. To me this is extremely professional and very very much appreciated.
Now this was back in May, so by Late July, early August, we still have not gotten the Four Keys. Not sure why or what happened, but hey things happen so yeah. Plus, I have admitted that I did forget to follow up immediately after the initial call.
I did call to reschedule if possible or to at least get the keys made earlier this month. The individual I was speaking to on the phone was very understanding, was going to send out a technician to was going to send out a technician to take care of the matter.
The technician did call me after I had made an inquiry as to whether or not we still had an appointment set for 9 to 12. I spoke to the technician he told me that he was on his way but he had to stop to pick up some keys and other supplies. The technician did try to call me back and I missed his call but, I did call him back as soon as I noticed, spoke to him again regarding the fact that he thought there were keys and I told him that if I could find them I would call him back. I would let him know that I found them and we could go from there on what I wanted to do. Otherwise we needed keys so I would see him as soon as he could get here.
Approximately 1051 was the glass call I placed regarding the keys. I waited over an hour then I had to call at 12 noon and told the receptionist or phone person, that I had to reschedule, I wanted to reschedule for a certain day at a certain time the following week, I had to leave because I had stuff to do that I had put off for this particular appointment that was never kept. The receptionist challenged me saying that, the technician had tried calling me several times and wasn't able to get a hold of me. To which I made Italy inform her that I did call him back after I missed his call approximately 10:45 or so, I did speak to him in the last thing I had mentioned to him was I would call him back if I found the keys otherwise we still needed keys and he needed to come.
I was placed on hold the technician was put back on the call, who proceeded to then told me that he didn't have the supplies he needed or the keys and he apologized and even admitted that yes he should have called me back. Now this would have been approximately 11:45 to 11:15 am, that the technician would have realized he did not have the supplies he needed on hand. Thus he could have called me back. The technician stated that he was waiting for me to also call him back to let him know if you needed to come. I reiterated what I had told him the last time I spoke to him regarding the fact I would call him if I found the keys, otherwise he needed to come.
Again communication, communication, communication, communication. The only reason I gave three stars is because the service call was good and I feel it valued at least three of the five stars. Communication is extremely important and would have gotten them the other two stars, even if they had to cancel because they didn't have the supplies. The reason I say this is because, I understand that the lock type that we use and the keys that we use are not your standard everyday setup. So therefore I can be somewhat understanding and lenient on that given the fact that does create a problem.
