Dear KM in Vancouver,
Thank you for your feedback, it helps us improve our customer service and provide training and recognition to our technicians. We are disappointed to hear that you were unsatisfied with our service. We take customer service very seriously and we implement strict rules and procedures to assure customers are well informed, are serviced in a timely manner, and treated with the highest integrity and professionalism. Upon further investigation of your service call, our findings were that all of the Milani employees involved followed proper procedures. Below is a summary:
a) Hourly Rate: Anita our head CSR that booked your call has been with the company for over 10 years and actually trains all of our new CSR’s on charges, bookings, and customer service. She books hundreds of calls per week all at the same hourly rates (our rates have not changed in years).
b) Technician working too slowly: We train all of our technicians to always put quality and integrity first. Ali, who was your technician, is actually one of our most valued employees. Ali has the largest repeat customer base in the company and a big reason for this is the quality and attention to detail that he gives to all of his customers.
c) Kitchen tap not working: Unfortunately we are not responsible for materials supplied by the customer and work performed by other companies/plumbers.
Again we are disappointed that you are left unsatisfied, (even with our attempts at crediting you back some time), but Milani will never be the cheapest, “workmanship” (as you mentioned) will always come before price, that is the Milani way.