The product seems extremely high in quality and th...

The product seems extremely high in quality and the skilled tradesmen seemed to know what they were doing. They were also quick and clean.

THAT SAID...

Scheduling and communication is the weak point here.

Upon signing my contract with the salesman, we scheduled an installation appointment between 8-10am for the assigned date (a Wednesday). I thusly made arrangements for someone to be around during the day on that Wednesday. On the Monday prior to my installation appointment, a rep called me to "confirm" my installation for 12-2pm on the assigned Wednesday. While only slightly annoying, at least I had two days to rearrange my schedule. On the assigned Wednesday at 1pm I get a call from a rep specifically asking how my installation is going. The crew had not arrived yet, so I told her. She backed up a bit, asked if I wanted a manager to come by to review the work, and told me to call back at 2pm if the crew had not arrived yet (also specifically stating that they "don't like to wait until the last minute"). 2:05pm rolls around, so I call them. I get bounced once to "Christy" (sp?) who is someone of high authority in the installation department and I tell her that I was instructed to call if the crew had not arrived by 2pm. Christy said she'd check and call me right back (she even took the time to ask me for my number for quick reference)... Nothing for another hour. I call back again at 3:10pm and somehow I get the warranty department in which the gentleman was kind and tried to troubleshoot my problem, even though it was not his department. After being on hold for a bit, the gentleman asked me if Christy had called me back. I explained that I had heard nothing since the 1pm call asking how well it was going (you know, the install that was supposed to be happening). The gentleman explained that Christy was supposed to have called be back to explain that the crew would arrive between 3-3:30pm. I explained that I received no such call from anyone; no email and no text message were sent either. He apologized profusely. I asked to speak to someone in charge. He said he was unable to give me to anyone who outranked Christy and also wouldn't give me to Christy either. This seemed odd/suspicious to me.

Finally, a field-install manager called at 3:25 and said his crew was on their way and they'd be there but 3:30pm. He apologized often. He also said that he had informed Christy and she was supposed to inform me (which again, never happened). The field-install manager called back at 3:28pm and said that the crew would be here in 3 minutes. They arrived at 3:31pm as the field-install manager said.

Once they were here, they were pleasant, quick, efficient, and clean.

I understand when crews get behind, but the lack of communication and the odd scheduling is a problem. I had some other errands I could have run from 12-3pm if they had just told me that they were running that late; I wouldn't have been so bent out of shape about it...