Thermador Service Resorts To “The Window Game”


CUSTOMER SERVICE DEPARTment

Abandon Hope, All Ye Who Enter

Thermador Service Resorts To “The Window Game”

No surprise: Last post (Thermador’s Lichtenstein Moment) uncovered other Thermador consumers with quality and service problems. Faced with more demand for service than it can handle with just one guy to fix what has broken (or exploded), Thermador Service has turned to The Window Game, the goal of which is to transfer responsibility to the consumer to secure the service. Here’s how Thermador works it:

1. Urgent RequestConsumer attempts to schedule a home visit by the Technician.

2. Measured Response-Thermador offers a day, weeks away, with a two to four hour “window” during which the Technician may show up. If he arrives at the end of the window, the consumer is expected to extend the window. The window is a starting place.

3. Critical Moment of Confirmation-The day before or the day of the appointment the Technician will call to confirm—or cancel. The consumer or a DAP (Designated Answer Person) must answer within three rings of the phone number given to the Technician. There is just one chance. No busy signals, no answering machines. Answer or else: Otherwise, the appointment is listed as cancelled by the customer for not answering—and back to Step One.

4. Readiness. Consumers are to be in a heightened state of readiness 24-48 hours prior to visit. The area where the service is to be performed must be a clean, well-lighted place. The consumer may remain close by but should stay silent unless spoken to by the Technician. Serving a single or double espresso will improve the service call. Payment is expected at completion. Checks are OK but cash is preferred.

5. The Visit. The first visit may become exploratory and require a second visit. If so, back to Step One.

If this sounds familiar, you are probably a Comcast customer. Or an AT&T Wireless customer. Or a Verizon customer.

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