ok, you guys are all officially on my christmas card list , just e mail the addresses
,lol
as for the waits on the phone , i do apologize for that , and i urge anyone who has been atempting to contact us unsuccessfully to read this post completely and use our alternative options to contact us, we will take care of you, my word on that. we at ESW take great pride in our service department and we are working hard at expanding our service.
personally i am extremely proud of our people in our service shop who are working long hours during this season especially with the massive demand on alternative fuels this season and the huge jump in stove sales. unfortunately
technicians arent just hired , they must be grown. my junior techs have been working on our assembly lines during the week and most come in on weekends attending classes (most of which are chaired by corie, our lead engineer at ESW) and other senior members of the ESW team learning their craft. my techs do not give the "try this and call me back if it doesnt work" approach to service, they routinely stay on the line and actively help the customer determine what their issue is and help them correct it.
this takes time in some cases.
our "IT" department also is working hard on expanding our capabilities as well. we already have online warranty claims where a customer who may have an issue can contact us via the internet and in many cases can have their issue resolved without even having to pick up a phone. customers can also request a "callback" via the internet by filling out the online warranty form or by simply emailing our service department and detailing what is happening and asking for a callback my techs will respond to these callbacks within one buisness day.if anyone who reads this wishes have a callback please indicate this in an email to
[email protected] or click the "contact us" on our site please include a daytime phone number with your e mail along with your stove model and serial number with your question. it should also be noted that we have on our website over 200 pages of "wizard type" online troubleshooting and thesaurical information available at
www.englanderstoves.com , along with instructional videos in DVD format which we include with every ESW pellet and multifuel unit we produce, these dvd's are also available for anyone who wishes to have one with only a shipping charge, or included free with any other order.the dvd's are very concise and informative with the best "free talent" money doesnt need to provide (i do all the video's and am by no means "high priced talent") ;-)
i feel that the situation concerning the wait times on our phone system will soon be very much shorter, and the "service experience" for customers will be much more "user friendly" . obviously we do not expect to talk to the largest portion of our customers as in virtually all cases we do not hear from our customers in our service department as the vast majority of our units do not have any issues , but i do ask that if a customer of ours feels they have an issue , please perouse our website for a potential answer to the question at hand, and if you dont find your answer please feel free to contact us at whichever method you prefer of the possibilities i have listed, my staff would be happy to answer any questions , or address any issue you may have with our product.
