Sunbrite customer service

Not only growing but also hosted an industry event this past weekend for Master Window Cleaners of America and are also gearing up for their Annual Roundtable in just a few weeks. Pete, Tracy, and the Sun Brite gang have always been helpful and give to the industry. Everyone mentioned are top shelf folks who have supported this industry and these forums for years. Tracy, nice job stepping up to the plate here and explaining as we have all had operational issues with our businesses over the years.
 
Tracy said:
Hi Ya'll. Please let me address this post.

Gene - I had been given your messeage and would have called you back with five minutes of your last call but was not given that oppurtunity. I asked for you to wait while I finished with the UPS driver that was currently at the shop. Instead you told the person on the line to "delete your account" and you would go elswhere. I was quite willling to answer the question about what would take Sikkens off of wood. I see you are quick to go on this site and post how I wouldn't seem to help you, but couldn't you have done a search here or asked the question to the pro's here for an answer? I relize we have a rep as wood care proffesionals and I certainly want to keep that rep. Yesterday was a mess of a day. I was sick the day before. Another employee was out that day and orders were very heavy. I wanted to speak with you and would have, but when a question is asked about a product we do not even handle, we have to prioritize. It wasn't like we didn't want to help. We were just overwhelmed and needed to handle business prior to answering questions. I would have gotten to you prior to days end. I just wasn't given the chance.

To address the past order problems anyone has had...there has been some staff who have lost sight of our most important mission, to fill orders promptly and to communicte with you. That will no longer be tolerated here. Personel changes have already been implimented and they will be held to a high level of standard. We are utilizing the strengths of each individual here to improve our service and that may seem to the customer like strange changes. I assure you it was needed and you will see a marked difference. While I still handle questions, I have to ask that a messae be left if I do not immediatly answer so I can give you the respect and attention I try to give every customer. I hate to make anyone wait, but it happens. With 12 years of an excellent service record from me it is hard to make folks wait, but I have some different duties and still will make sure you get your inquires handled.
I welcome anyone with a past unresolved issue to contact me at 770-277-9924 ext 25 so I can know the problem. I will get with the owner to get it resolved as quick as possible and to fix whatever internal issues we may have also.
I respect this community and appreciate the chance to respond to this post.
Sincerely,
Click to expand...

Guess no one told you I first called at 8 am your time and also left message on voicemail for pete......And waited till 130 your time and was told you took a late lunch and they said as soon as you returned you would call....I then waited till 230-3 pm and was told you were in the back and I could leave you a voicemail (which gets ckd at 8 am in the morning) I try and spend my money with everyone as I last bought the deckster delux from you. I needed 20 gallons of ready seal , a hurricane brush , moister meter and app pads and refills and told Mary all this along with what product would take off sikkens. A phone call might have taken 7-8 minutes but none was taken and to this day none was received to find out what my problem was. If someone gets mad at me I want to know why not say to heck with that customer..Tell Mary thx for slamming the phone in my ear telling me you didn,t need my business anyway. Now you know why......
 
Thx to all the vendors emailing me to offer their help in getting what I needed........3 days and and they say how much they care......L@L
 
RGilliam said:
Nichole isnt there anymore? She was the one who i delt with week before last?
Click to expand...

She posted on her facebook this week that she wasn't working there anymore.
 
Glad you got in touch with the supplier that wants to help you out Gene.

It is a shame that you had bad dealings with Sunbrite, that is a shame, I hope they change things so they don't lose more customers.

It is hard to believe what you went through with them to try to get a call back, that does not sound like them, maybe things will get better in the future?

With that supplier here in Texas, you will probably pay a lot less in shipping and get it to your location quick.
 
I have nothing but good experiences with Sun Brite as well as PressureTek. Top flight business people in my opinion. Both companies have answered any question I have ever had for them.
 
For some reason I have a problem with this thread. Every company has a bad day, growing pains, and might last more than a day or week. I just think something like this situation would be better handled off the boards. Unless you were flat out robbed or charged for something that you did not get. Sun Brite has helped a lot of the companies here and helps support the industry by hosting round tables etc, etc. Any company will now be able to read this in the future and possibly never order anything. I have a highly touted roof cleaning pump that has been nothing but trouble, but will not buy another one, deal with the company on my own.. Not just defending sun Brite, but most product sellers in the future. Just my thoughts.
 
This is why I like Pressure Washing institute, opinions. Some right on an some wrong.

I agree with Jeff, I see Mary had a bad day likely. Or maybe they just do not want your business, hey I don't deal well anymore with some people.

If you call me demanding I may send you to AZ Powerwash pros...Ask Ty I send guys his way all the time. Kidding about the Jerks, I send they to Jim cooney of Scott Stone. Kidding again I just send them to Cooney.
 
You must log in or register to reply here.
Back
Top