| rev:text
| - Rex, the CEO, made this transaction worthwhile in the end.
He ended up leaving a very lengthy voice-mail - he was embarrassed and assured me that he would personally see me through. And believe it or not, he did personally see it through.
I work night shift - I am not the easiest person to get a hold of. he left numerous messages and kept trying. Much appreciated. Most people call and *maybe* leave a message and then it is up to me. Nope, Rex kept calling trying to catch me. We played phone tag for a little bit and finally linked up.
He personally came to my house with an installer and stayed there the entire time when my window was being replaced. Come to find out, the bolts were the main culprit - they weren't tight. The cracking noise when rolling down was more-or-less- because the window was torquing against the regulator rail. The installer (sorry, I didn't catch your name) also greased up the rails to allow the regulator to slide easier. So all was well on that front - we didn't have to put in a new piece of glass as the new torqued screws (with some washers) allowed the window to roll up properly. If the work was going to be extended, he even offered me to use his vehicle, which of course I declined.
In all truth, all I wanted was my window to work. I like to roll down the window and fell the breeze - especially now when the air doesn't feel like you put your head in an oven or cold where you frost up. But Rex wanted to make sure that I was happy. I repeatedly told him that all I wanted was a working window but he kept going. Whether it was because he truly was embarrassed about the service I received or he simply knew that a negative review could hurt... he wanted to make good on anything that went wrong with me. Truly, he went above what I was asking - I'm pretty easy going.
As for the phone holder that one of the feet was broken off, he got me a new one of those. Actually he paid me more than it was worth. Rex, I swear to you that once I get it I will be sending you the difference of money - you gave me way too much.
To make good on the bad service he tinted my new window. He even offered to pay for the entire car to be re-tinted, but I declined because that isn't what I am about. The car looks great now though with it's new window and tint.
Last but not least, in hopes of future business he gave me free windshield repair if I ever need it.
I am tempted to give the final review of 4-stars due to the original service but really, how often do you write a letter where the CEO himself handles it down to the point where he repeatedly calls and then ultimately comes out, shakes your hand, talks to you, and stays until the job is done? Well, never. Businesses these days are all about the dollar and if they can screw the pooch and it only loses a few customers here then so be it. He could have easily have ignored my letter and laughed at me - he had my money and I had a window so the deal was good. I also took multiple weeks to finally "complain" about my service. Was I past my statue of limitations? Maybe. If he did want to address my issues he could have handed me off to one of his assistants but instead he handled it himself. In my opinion it takes a big man that runs the biggest window business in Arizona to come down and talk directly to the customer. Even when the window issue was fixed he could have left it at that (I am pretty sure I made it clear that I was happy with just the window, but he insisted on the rest). In fact, I'm kind of embarrassed that the main issue was more the bolts than the actual window (not the first window, the first window was definitely jacked up and rolled up outside the car).
In any case you just don't find customer service like this. Take away the tint, window repair, and the over-payment of the phone holder and I'd still give Rex 5 stars. I'm really impressed that he personally came out and saw it through - I know he was busy too.
And remember... if you want your windshield repaired and are going to do it through insurance then you get $50-$150 rebated (don't quote me on that, but feel free to mention me as a referral. *chuckles*).
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