Wednesday, November 10, 2010

Just say so

So here is the update:

A representative from HAND called back and apologized for the misunderstanding. Apparently all the slots filled up before I called in to join the program, but instead of just telling me that, the person I talked to tried to see if we qualified for another program. And didn't explain that, leading me to believe we were in the Beat the Meter Blitz.

I have had time to calm down to write that statement without being too rude. Here's my take:

A lot of the problem, actually all the problem, could have been avoided if they had just told me up front that all the slots were taken. They could even offer to see if we qualified for the other program, but I already knew we didn't and even mentioned that to the person I talked to originally. I would have liked to hear the words "we should have told you upfront all the slots were filled." Period.

I can't change things now. We're not going to get a free energy assessment. It was already too late by the time I finally got through around 9 o'clock since they filled all the slots by about 8:30 on the day I called according to what I was told today. Please just admit that. It's that simple.

I'll give a free clue to anyone wondering how NOT to anger customers. Don't lead people to believe you will give them something when you can't.


  1. Absolutely infuriating. Really, how hard is it to say, "I'm sorry, all the slots are already taken, but let me see if you qualify for a different program."

    But honestly, if they called back to apologize, they're ahead of the curve.

  2. The only reason they called back was because I called and left a message and sent an email. There actually wasn't a response for several hours after the phone call until I sent the email.

