I'm still at a very early stage (contract signing next week) but I feel like it's been a constant battle ever since our sales consultant handed our file over to the building coordinator.
She rang and introduced herself and booked our contract signing and left it at that, I expected a letter or something with ways to contact her, instead i got an example HIA contract and nothing else, luckily she called me on my mobile so I had the number stored on there to call back.
I managed to get her email from somebody else in the office so I could ask some questions, but it wasn't until I had a whinge on here and Ebony helped that I actually got any answers, then only after asking for it she gave me details for the 24seven portal.
On there I notice our build address was the same as our current address so I tell her, no reply regarding that so I assume not a big deal. Get to our electrical apt and they are not prepared cos they don't know we are building in a FTTH estate, they thought it was a knockdown and rebuild. Also they dont have our proper plans as the soil test was not back yet so drawings are not done.
Another email gets the address fixed up, I also ask about whether our contract date is going to be ok (it was booked for tomorrow 12th) a couple more days before an email saying we have to move contract back due to the soil report, so it's pushed back 10 days to the 22nd. This affects what we were planning on doing with our finance, as land settlement is October.
Now I notice on the 24seven portal that they have our correct build address, except the estate is completely wrong (they have Selandra Rise, we are building in EdenBrook, different estates, different suburbs. It's not like we picked an estate nobody had heard of, it was a house and land package exclusive to PD. Now im concerned that this mistake will affect the soils report, I also notice our selections are up there but are missing a couple of small additions that were made immediately after the appointments.
So I sent another email that was received before 12 on Friday, I just have to wait again to see if I get a reply at all about this.
I feel like an annoying customer, I don't wanna be one! But it feels like if I wasn't being annoying that I would be in trouble
I am sorry to hear you are having difficulties with your build and understand your frustration. I know I’ve helped you before and am happy to do so again - I’ve past on your feedback to the PD office to see what we can do. If you need me to help you further please just let me know. Regards, Ebony
You do help out a lot, you also helped us out to which we are very thankful and we really appreciate that the customers are being heard on the forum.
What I don't understand is that if you really understand the frustration and the BC already knows that the customer is not happy, then why is the customer still getting this treatment ? I've been in this situation before and it's just appalling the way the customers are being treated.
It's not that the customer is asking something for free.. we are paying good $$$ for the houses. So why then we have to whinge over & over again about the customer service? One would hope that good customer service would be a KPI for the BCs ?