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Archive for November, 2011


Needed my THD Project Paperwork

Needed my THD Project Paperwork

So somewhere along the line I realized that most of my paperwork disappeared with whoever I was dealing with at the time. So on Sunday I emailed Tammie the Project Manager & said:

Hi Tammie —

Thanks for your call the other day.

I actually am in need of something if you wouldn’t mind. I seems that I didn’t get my copy of most everything I signed during the process – that includes the original contract, the list of materials I ordered, special instructions, thyat I was satisfied at the end, etc.

So if you would please make copies of everything in my file and send them to me, I would greatly appreciate it.

Hope you had a nice Thanksgiving,

She replied the next day with:

You’re very welcome for the call and I had a wonderful Thanksgiving thank you! I hope yours was great as well!

I will certainly make copies for you and drop them in the overnight so that you can have them for your records. Any questions or concerns with your install just let me know. If I don’t speak with you, it was a pleasure and thank you again for your business. We hope you will consider The Home Depot again if you have any future projects in mind. Happy Holidays!

As promised, it was there on Tuesday, but like a dimwit I didn’t find it until it had been rained on all day. The good news is that the copy paper dried out without turning into a pulpy mess…

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They finally updated my job status – 3 days after the job was finished. Guess they decided to skip Step 6 where the installation happens 🙂

THD updated my status!

THD updated my status!

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Heard from Tammie the Project Coordinator


The Project Coordinator followed up post-installation

The Project Coordinator followed up post-installation

So I just got a nice voice mail from Tammie the Project Coordinator. Although I never spoke with her during the process (other than by email), she seemed very pleasant and friendly. I guess Joe the Installer called her this morning (she’s a fave of his), so that’s what prompted the call. she was just making sure that I am happy, said I could call if I have any issues, wished me a happy Thanksgiving and thanked me for choosing the Home depot At-Home Services.

I may actually call her to ask her to check this blog….

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[03 December 2011] Note: I have changed my mind about this grade and think it should be much lower – have a look at this post Distinctly Unhappy Again

I thought about it last night, & realized that a final grade of A- on my project doesn’t necessarily mean that I would hire THD again.

If I had a project that didn’t need to be done in a hurry then I would certainly check into how much THD would charge and compare it other contractor’s prices.  The big advantage to THD (despite the fact that a friend of mine had to finally sue them over problems with her project) is they did actually do whatever they could to make sure that I was happy in the end. It still seems like hiring contractors is a crap-shoot.

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Don ‘t ask what makes me do these things, but now that my windows have been installed I checked on my online job status – just for grins….

‘Nuf said…

My final online job status from THD At-Home Services

My final online job status from THD At-Home Services

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THD At-Home Service Final Grade

THD At-Home Service Final Grade

[03 December 2011] Note: I have changed my mind about this grade and think it should be much lower – have a look at this post Distinctly Unhappy Again

I’ve been thinking about this all afternoon, and I’ve come to the conclusion that The Home Depot At-Home Services gets an A- overall for the project. I wish I knew whether the project would have gone differently had it not been for the Social Media team escalating my complaints to the Production Supervisor, but I guess I’ll never know. So when I balance the headaches against everyone bending over backwards to make me happy on the day of installation, I think that the A- seems fair.

Here are my suggestions as to what THD At-Home Services could do to reduce complaints and getter a higher grade every time:

  1. Create an online Knowledge Base system on the website, and use the Social Media Team to keep it up-to-date. They are probably best equipped to handle this since they know what customers are asking/complaining about, and it would allow them proactively address issues before they end up in fire fighting mode. Everyone from the sales team, to project managers, to field inspectors should be aware of the contents of the Knowledge Base, and should ensure that all new customer questions are posted there for response. This would have addressed the problem of conflicting responses on installation times for Anderson windows and whether or not THD sub-contracts or not.
  2. Does THD At-Home Services outsource their customer support to India? Or do they really have an Indian fellow named Geoff working for them (I can only think of Discover Card’s “Peggy”).  If they do outsource, then it’s seriously time that they stop. THD brands itself as an all-American company, and as such, it’s annoying to be discussing customer complaints overseas.
  3. The online customer status system is useless. Either fix it or get rid of it. Having a status that never changes is *really* annoying. Honestly, why not develop a simple system that is integrated to a smart phone app for the folks on the road – customers could post questions there, a calendar could be updated when orders are placed or appointments are made, installation dates could be set, promises to return calls could be logged – and both THD Team and the customers would have easy access to what’s going on with a project.
  4. If you don’t have time to do something tomorrow, like return a call, then don’t tell the customer you will!  Seriously folks, customers are way more understanding than you think they are. If you say that you’re having a busy week and will get back to them in a few days, then say it. It is FAR better than lying about calling tomorrow. And for goodness sakes, make a note of the promise somewhere so you don’t forget!
  5. Don’t bother giving customers phone numbers for folks who may be notoriously bad about returning calls. It just makes for pissed-off customers.

Yeah, I guess that about covers it. I’ll add more if I think of more suggestions. I wonder if anyone at THD who is a position to make changes will actually see any of this?

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New Construction vs Replacement Window

New Construction vs Replacement Window

So here’s the difference between the new construction window (on the left), and the replacement window (on the right) – *way* more glass on the new construction, and I’m much happier!

It even look way better on the outside – because of the size of the replacement windows, they were going to have to install really wide, flat looking trim (even though Joe was able to wrap the wood with the metal to give it somewhat of a profile to make me happy) – with the new construction window, all of the existing wood trim, rotten & nearly rotten goes bye-bye & it all gets replaced with some nice solid composite material.

The "New Construction" window from the outside

The "New Construction" window from the outside

Thank goodness for Chris the Field Supervisor – so far he’s made 2 trips to the Home Depot – first to pick up the new windows, and then to pick up nails & trim. Hurray for Chris! 🙂

Chris, THD Field Supervisor and our Hero

Chris, THD Field Supervisor and our Hero

So now I have my new windows and I couldn’t be happier! Everyone really bent over backwards for me to make sure that the job was done right. I need to put some thought into my final comments on the project, and about what THD At-Home services final grade will be.

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