CM
Cindy M
1 reviews | Active since Jul 2022
11 Jul 2022, 19:31
Terrible service from hydrofire
Was looking to have a fireplace installed... terrible service with no reply to messages or request. Works not recommend.
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Replies (2)
Hydrofire's replyOfficial
14 Jul 2022, 12:01Dear Cindy,
You contacted us on 3rd of July. On the 5th of July our sales rep sent you the requirements needed for a quotation (needed photos and measurements). Unfortunately for all parties - the communication moved from email to Whatsapp with our Sales Rep personal number. It was sent on Thursday 7th July and our Sales Rep did not respond to you till Monday 11th. This is also when you decided to post this 1 Star Hellopeter review. So technically the 1 star review is due to our salesperson taking longer than 2 full business days to get back to you.
This delay is not great and we will strive to do better in the future. Please also do keep in mind that we are under quite big pressure as this is the busiest part of our season when workload is highly elevated than normal. Also - since the communication was done by Whatsapp it was impossible for management to follow when info was sent and that no timeous reply was received. We are however taking action following this review and finding a way to integrate Whatsapp communication into our Customer Relationship Management software.
You contacted us on 3rd of July. On the 5th of July our sales rep sent you the requirements needed for a quotation (needed photos and measurements). Unfortunately for all parties - the communication moved from email to Whatsapp with our Sales Rep personal number. It was sent on Thursday 7th July and our Sales Rep did not respond to you till Monday 11th. This is also when you decided to post this 1 Star Hellopeter review. So technically the 1 star review is due to our salesperson taking longer than 2 full business days to get back to you.
This delay is not great and we will strive to do better in the future. Please also do keep in mind that we are under quite big pressure as this is the busiest part of our season when workload is highly elevated than normal. Also - since the communication was done by Whatsapp it was impossible for management to follow when info was sent and that no timeous reply was received. We are however taking action following this review and finding a way to integrate Whatsapp communication into our Customer Relationship Management software.
Hydrofire's reply14 Jul 2022, 12:01
Official
Dear Cindy,
You contacted us on 3rd of July. On the 5th of July our sales rep sent you the requirements needed for a quotation (needed photos and measurements). Unfortunately for all parties - the communication moved from email to Whatsapp with our Sales Rep personal number. It was sent on Thursday 7th July and our Sales Rep did not respond to you till Monday 11th. This is also when you decided to post this 1 Star Hellopeter review. So technically the 1 star review is due to our salesperson taking longer than 2 full business days to get back to you.
This delay is not great and we will strive to do better in the future. Please also do keep in mind that we are under quite big pressure as this is the busiest part of our season when workload is highly elevated than normal. Also - since the communication was done by Whatsapp it was impossible for management to follow when info was sent and that no timeous reply was received. We are however taking action following this review and finding a way to integrate Whatsapp communication into our Customer Relationship Management software.
You contacted us on 3rd of July. On the 5th of July our sales rep sent you the requirements needed for a quotation (needed photos and measurements). Unfortunately for all parties - the communication moved from email to Whatsapp with our Sales Rep personal number. It was sent on Thursday 7th July and our Sales Rep did not respond to you till Monday 11th. This is also when you decided to post this 1 Star Hellopeter review. So technically the 1 star review is due to our salesperson taking longer than 2 full business days to get back to you.
This delay is not great and we will strive to do better in the future. Please also do keep in mind that we are under quite big pressure as this is the busiest part of our season when workload is highly elevated than normal. Also - since the communication was done by Whatsapp it was impossible for management to follow when info was sent and that no timeous reply was received. We are however taking action following this review and finding a way to integrate Whatsapp communication into our Customer Relationship Management software.
CM
Cindy M's updateReviewer Update
15 Jul 2022, 20:22I did what I was suppose to, j sent an initial email, fred responded and we started chatting via whatsapp cause he needed pics and meeasurement. And remember I got his details off his email. Now that I complain or am unhappy i am told this doesn't fall within their crm policy hence the no response... but I just sent you my details via whatapp and they even wanted house plans which I didn't feel comfortable sending. So don't interact with clients over whatsapp or state that clearly on your communications. So disappointed I this whole process as I was looking for to doing this and dealing with a legitimate business but it's clearly not the fit more me. So I shall take my hard earned swear Rands somewhere else. And Hydrofire please stop sending me emails about what I didn't do, it's over and move on!
CM
Cindy M's update15 Jul 2022, 20:22
Reviewer Update
I did what I was suppose to, j sent an initial email, fred responded and we started chatting via whatsapp cause he needed pics and meeasurement. And remember I got his details off his email. Now that I complain or am unhappy i am told this doesn't fall within their crm policy hence the no response... but I just sent you my details via whatapp and they even wanted house plans which I didn't feel comfortable sending. So don't interact with clients over whatsapp or state that clearly on your communications. So disappointed I this whole process as I was looking for to doing this and dealing with a legitimate business but it's clearly not the fit more me. So I shall take my hard earned swear Rands somewhere else. And Hydrofire please stop sending me emails about what I didn't do, it's over and move on!