Good Office Reps, Poor Carrier
Office representatives Kevin and Amable have been friendly and professional. They have answered questions and responded promptly to communications. Amable was even so kind as to contact me immediately when I made the mistake of removing the hard drive from our copier, which I very much appreciated! And because she called me promptly, I was able to recall our copier service technician to return to reinstall it, preventing expensive fees at the destination. I give Kevin and Amable and Spencer Schock 5 stars. The contracted freight carrier, however, could improve. We paid the invoice and returned the waiver by the morning of June 20. The driver called once on June 21, but since then their communication has been poor to nonexistent. There have been two failed pickups so far with no communication from the carrier. The first time the explanation was a major freeway crash, but there was no call informing of this delay. For yesterday's failed pickup there was neither a call nor an explanation. Today I have been expecting another pickup, but it appears likely that it will not happen within the next 45 minutes as I write this. Delays are understandable, but prompt communication regarding the delays would be welcomed. I have been communicating with Amable to try to get this pickup completed, and my attitude at this point is, "I'll believe it when I see it." Spencer Schock has offered to cover the imminent penalty fees for a late return, which is much appreciated. It would just be so nice if the carrier were reliable and communicative. I give three stars only because of this poorly behaved contractor.