Rude with Poor Customer Service/ Update: Excellent Customer Service
Mr. Aldwin Johnson came to re-install a malfunction keypad. Upon entering our home, I stated that he was the same gentleman that had come on my previous request for assistance. I stated that I was told that a new keypad needed to be reorder; however, it never came nor that Mr. Johnson had contacted me. His tone in response was very rude and aggressive. He asked if he had left a keypad for me and I said yes. I told him that the downstairs keypad was malfunctioning again and it would create a malfunction upstairs also. He stated that was not possible because they do not work together. This is not what was said when he left it the first time, to which I remind him of. Again ,his tone was very rude, to which my husband, who had been working from home upstairs came down to see what was happening. My husband said said hello and Mr. Johnson said hello. After seeing my husband and me asking for Mr. Johsnon's complete name, his tone changed. He ask if I wanted to speak to his supervisor to which I said "No". After installing the two pads, I asked about the model because we were getting the upgrade from the installation of the first keypad. Mr. Johnson again very rudely stated the this model is the upgrade model and the other model has been discontinued that is why I did not get the other keypad. His tone, response, customer service is zero on a scale of 1-10. I was contacted by Mr. John Jordan, one of the supervisors with Ackerman. Mr. Jordan was very attentive to my concerns and offer to make things right. Mr. Jordan explain how important it is for customers to feel heard about their concerns as it relates to security issues and that proper measures would be taken to address and correct all problems with my keypad. The keypad was correctly re-program. I have been with Ackerman for over 10 years and I have not had any problems before with any service and/or repair concerns. I am a happy customer again. Thank you again for your prompt attention to this matter Mr. Jordan.