When she punched it into the computer, it said that my wife had picked up the order earlier in the day. I explained that I had used the new computerized system with the bags, so I didn’t have a receipt. Then when I finished with the drop-off, I told the counterperson I also had an order to pick up. The great new system required the counterperson to enter every item, its color or other distinguishing feature, and also what operation I wanted done (clean, press, and so on). I had to stand in line and wait my turn and finally give my order to the person behind the counter. Sewickley? I needed to buy a second special bag if I wanted to use the new system every time. The counterperson had her fill out her own preference card and entered that information into the computer.Īugust 10: On the way home from work, I stopped in to make a drop-off and a pickup. Supposedly.Īugust 4: My wife stopped in to pick up the July 28 order and dropped off the bag with the new laundry (4 of my shirts, 2 blouses, 1 suit, 1 skirt). When it came time to pick it up, I would just pay, get the laundry, and go. No waiting in line, no waiting for a receipt, the computer knew what I wanted done. Ideally, the next time I had laundry, all I would have to do was put my laundry in the bag and drop it off.
#Tony goland code
I selected an identification code number (my phone number) and bought a special bag customized with my identification number. I filled out a “preference card” (light starch for my shirts, folded in a box, and so on) that was entered into the computer. July 28: I dropped off some laundry at the store, and the counterperson introduced me to the new computer system. The following set of facts will tell you why we are not doing business with Presto Cleaner and what you need to do to get us back as satisfied customers. That was before you installed your computerized system. Even though you’re not exactly the least expensive dry cleaner in the area, my wife and I felt that the convenience of the location, the extra early and late hours of operation, and the helpfulness of the staff more than made up for the cost.
When you opened your store at the intersection of Adams and Broadway, we were delighted. In fact, for a year prior to the recent set of events, we were exceptionally pleased with your service. My wife and I are angry, frustrated, and disappointed ex-customers. Is the customer always right? Where should a company draw the line on compensation and service? What is the best way to handle cases of complaining customers? He explained that there were extenuating circumstances and suggested that some customers may not be worth keeping. Sewickley sent the letter to his customer complaint office, asking for more information.
Shelton’s letter described his experience with Presto Cleaner’s complaint-handling operations and demanded compensation and an apology. George Shelton, whose laundry had been lost by the new system. Sewickley, the company president, received an angry letter from Mr. But the system was only a few months old when Mr. In an effort to improve service, Presto Cleaner installed a new computer system, designed to cut the customers’ waiting time and simplify the drop-off and pickup processes.
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