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| - We just yesterday been contacted by insurance who seem completely reasonable, this is where it should have gone in the first place, as a business with insurance it is not your job nor mine to judge the cost of the damage, just that the damage was in fact done, that is why we use professional contractors for quotes. The problem here was not the in-store experience or the product itself, it was completely, 100% related to the response from your customer support. I suggest you take a look at how many times your customer supports coordinators name has been mentioned in these negative reviews on yelp. The simple fact that it is more than once should give you an idea that there is a problem here.
You are free to share those pictures, what you can't see in them, as they are photographs from an iPhone in a stairwell meant to document the damage ASAP not evaluate it's cost to repair, is that those "surface" scratches which are not big in terms of surface area are actually very deep damage to the drywall, they are "gouges".
Now $800 may seem expensive to you personally, and many quotes I have gotten in my experience for home repairs or renovations or other items entirely have also seemed expensive to me, it just cost a colleague of mine $25,000 to renovate a bathroom (and it's not top end), one of our cars received minor hail damage last week and I really do personally think it's minor and the repair is $4700! This is from the insurance recommended company... see where I'm going here? Around this town that's how things are, we have to get a quote in this market not from a do-it-yourself estimate or what it would cost in Halifax, which is why we got a quote from a professional. For repairing/patching, sanding and painting the price is reasonable here. The painting company is bonded and insured and reputable and we compared them within the last year (for other work of our own) to several other painting contractors and their cost was 20-30% below the others all the time. Had we gotten your feedback in a reasonable timeframe we would have engaged these other contractors to do quotes for this work and proved this up, however it wasn't until we pushed for resolution that this was even brought up.
The quote from the painter had been in your customer service coordinators hands for over 3 weeks at this point an I'm assuming someone in managements as well. Taking responsibility involves actually resolving the issue and doing so in a timely fashion, seeing as you obviously have insurance I don't know why that is the route you didn't take in the first place and your Customer Support Coordinator needs a lesson in Customer Service, arguably a very difficult job as you have to please frustrated angry people but lets face it, yours may just not be cut out for that line of work.
One last thing, what other members of your staff did we communicate with? Excluding the sales person, who obviously has nothing to do with this. The only person we were ever able to speak or email with was Valerie, Customer Service Representative, despite requesting multiple times by email and then over the phone to have contact info for a Manager. We never heard from anyone else until you posted your comment on Yelp.
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