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Businiess name:
Covington Wireless Inc
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Review by:
citysearch c.
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Review content:
I am the owner of Covington Wireless, Inc. The company has been doing business for almost 20 years now. In fact today we rolled on job number 88,656. \r
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I would agree that my company did not meet the above expectations, after reviewing the customers notes, the notes from the dispatchers, the notes from Customer Care Center I do not believe that anyone would meet her expectations.\r
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This is a example of one of the notes from our internal records:\r
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[ 8/20/07 6:03PM BY GAM] CCI IRATE STATING WE WERE SUP TO CALL HER ON HER CELL PHONE # WHICH WE DIDN`T HAVE CUST IRATE AND CALLING DISH STATED WE WERE ALL AT FAULT AND THAT HER SERVICE STINKS, CUST EXTREMELY ANGRY AND USING PROFANITY, OFFERED TO UPDATE OUR RECORDS W/HER CELL # CUST HUNG UP EC61148\r
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I will not post any records from her account for privacy concerns and respect for the client. There are many similar notes on the customers account.\r
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To be fair to the customer, yes we probably could of handled the customer a little differently, it is very difficult for anyone to get motivated to assist you when you are being yelled and cussed at.\r
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As too why the 2nd TV was not hooked up at time of upgrade, I have no idea and cannot see any documentation indicating why or if it had not. In fact the tech reported that he had. Many a time we go to a customers house and a spouse will tell us to perform one service while the other spouse has a different expectation. I am not implying that this is the case here. It does not make sense as too why the tech would not or did not connect the second TV.\r
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The notes indicate that we rolled to the customers home a second time for a service issue three months after the original visit. Upon arrival the customer was not at home. I do not see any notation that we where supposed to call the customer on her cell phone prior to arriving. We make every effort in the world to accommodate arrive times and customer commitments.\r
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There is additional documentation that suggest arrangements where made with her husband, only to find out later they where not too her liking.\r
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In closing, I am not placing blame on the customer and I am not implying that this was handled the best that it could have been handled. You are dealing with people and no one likes to be yelled and cussed at. With any business transaction that does not meet your expectation, you can catch more flies with honey than you can with the other stuff.\r
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My sincere apologies to the customer for not meeting her expectations.\r
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