National Pool Wholesalers Complaint - Poor customers service, poorly trained staff
OKEECHOBEE, FLORIDA -- I recently ordered a new liner. After completing the measurements of their form, I discussed the form with Jim (their salesperson) and how I was confused about the one break line measurement (box V). Though I made clear to Jim that I wanted the break line to be where the diagonal was for Box Z. I stated this more than once, he said OK more than once.
After I received and installed my liner, I notice the break line is in the wrong area and the liner will not work. I call and email customer service. During the phone conversation the person says the manufacturer built what I had listed on my measurement form, which is true. But they did not build it as I had discussed with Jim, putting the break line on the 19 foot Box Z measurement. She said there was nothing she could do and to call manufacturer. Absolutely useless customer service dept. Their response is always, manufacturer built what was on the form. It is irrelevant to them that their staff did not perform or follow policy of telling me to fix and fax back. In essence they are saying, even if our staff doesn't do their job of identifying errors on measurement form, it is still my fault.
First of all, what are they getting paid for in this process, to just take my fax and fax it on to the manufacturer? Do they not train their staff well enough to recognize that the “2” I put in Box V should have been a Zero if I wanted my break line on the Z line. If their policy is as they say and their staff is trained properly, Jim should have said, ok, if you want the break line where Box Z is, you need to change Box V to zero. He did not do this. He just said ok when I stated where I wanted the break line.
I then get an email response from customer service stating that their staff isn't allowed to write on the measurement form and that if changes needed to be made I had to make them and fax back. This after I emailed them and made clear that this is not what their salesperson did. They basically said, too bad, and closed the ticket. I was never told this when I told Jim where I wanted the break line, he just said ok.
When I called Jim back and discussed with him, he was sympathetic and he agreed that I discussed with him where I wanted the break line. Trying to fair, I said, I am not asking for liner, all I ask is that you process my order at cost with no mark up. This way they don't lose any money and still made the profit from my original order. I even spoke with the manufacturer who agreed to discount the liner to them, but said I still had to purchase through their distributor. I said ok. Jim agreed to do this on Weds. June 2nd. He also agreed to "rush" it so that I would have time to get installed before July 4th. I have since, called, faxed and emailed Jim numerous times on Thursday, Friday and today. Now, I cannot get him to respond. I am approaching July 4th with a pool that cannot be used.
I think I have been more than fair and yet I seem to be getting the ignore treatment now, and I don't understand why. To make me happy all they needed to do was process my new order at cost, which would cost them nothing but 5 minutes of their time.