Oh boy. So I showed up for my rescheduled appointment and through some sort of miscommunication, my appointment was cancelled and the replacement glass for my vehicle was never ordered. I never received an email or communication stating that my appointment was cancelled, so I showed up thinking that everything was going to be done correctly this time. Not only were they not able to perform the replacement service due to the cancellation, but Mr. "Accidents Happen" from my last interaction with this location decided to make this experience a memorable one
I was understandably frustrated, considering that this was the second time I had made arrangements to bring my vehicle here and be told that I need to reschedule. Enter the Safelite Tech named Canyon, who took the opportunity to tell me:
1. Accidents happen. Yes, I know that is your favorite phrase and what seems to be the extent of your customer service soft skills.
2. I shouldn't get so "emotional" about the whole thing. Yes, so now you get to tell me what types of feelings I am allowed to feel and when?
3. Stop "berating" him. He told me this twice. Trust me, NOBODY was berating him. I don't think he even knows what that word means. I simply wanted to know who I am supposed to hold accountable for something like this happening twice. He couldn't seem to handle any sort of challenge of accountability and immediately accused me of berating him.
For his grand finale, he decided to make the interaction PERSONAL when he made a comment in front of my young daughter, who was standing next to me, that I was "setting a bad example for her".
Wow. So now I have some stranger telling me how to parent my child? No. Canyon can say his piece, but bringing my daughter into the conversation was manipulative and inappropriate.
Canyon doesn't belong in any form of customer service and doesn't seem to have any tact or ability to interact with customers on a professional level. If he would have just apologized or been empathetic and actually acted like he gave a crap about the whole situation, I would have let the whole thing go, since ultimately there wasn't anything I could do about it. Instead, he decided to be petty and use my daughter as part of some example that he had no business bringing up. It's a manipulative tactic to bring someone into a conversation that they were not a part of in order to prove a point, and Canyon didn't seem phased by this at all. He did try to backpedal a bit when another associate attempted to intervene, but clearly, he gaslights customers and then tries to act like he's in control after frustrating them with his conduct. Look at some other reviews on Google and you will see Canyon specifically mentioned regarding how unhelpful and/or unprofessional he is.
The only saving grace from this entire ordeal was the woman at the front desk, whose name I regrettably forgot to get. She spoke with me afterwards and had customer service skills light-years beyond anything Canyon could muster. She spoke with empathy and was non-confrontational, which helped me calm down from the interaction I just had. She even gave me the phone number for the store manager and advised me to call them with my concerns. Cool, I can tell them all about the child psychologist they've got working in the back as a glass technician.
To top off this entire experience? They told me at the end that all my appointments could have been scheduled via mobile service and done at my home. Brilliant. read more
