Neglecting customer satisfaction will cost you more in the end.

I requested the servicing of my 2 fire extinguishers on the 3rd August. I paid the quoted amount, but in error did not pay the VAT. I had to call and confirm a date, despite me having sent a email requesting this and providing proof of payment. I was given a date, and requested to move it due to the long weekend. This was accepted. On Monday the 9th they did not arrive. From then until 24th when they arrived without notification I made numerous calls to find out when they would be coming, all of which where dealt with be a helpful, embarrassed lady who every time did not understand why they had not come and promised to give me feedback and did not. (I often work from home so I needed to go into the office for this). On the day they arrived with out notice they demanded payment and had no idea that I had already paid. I then received an invoice for the full amount. I resent proof of payment and suggested that since their service was so bad they should send me a credit note for the VAT. This was met with a response of pay by EFT or we will send someone to collect the money. Today they sent someone to my office to collect the money. The amount is R22.50 which is really such a stupid amount. However based on their poor service and that I wanted to book training with them and would need them again next year, I think that as a gesture of goodwill they could of written it off. I have paid the R22.50 and notified them that I will use someone else for the training and servicing of the extinguishers.