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Review 5/3/2011
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Dear Mike Diamond Plumbing
I have just finished a very unsatisfactory customer service experience with Mike Diamond plumbing via telephone. On your web site it asks 'How are we doing?' so I decided to let you know. I do not expect any response and this is probably a waste of time. But your radio commercials suggest you care about customer service, particularly simple price quotes for customers.
Here is our situation. Our father lives in Cerritos and has terminal brain cancer which I explained to all three ladies I talked to on the phone. In his down stairs bathroom he has a new toilet leak at the base of his downstairs toilet. I understand no one can determine exactly what may be causing the leak until they lift the toilet. I understand that there is about a $76 service charge for dispatching the plumber to investigate. I also understand that Mike diamond's radio advert campaign is built around giving simple estimates for straight forward plumbing jobs with the caveat that it may not end up being simple. My very straightforward question to three of your employees was IF the leak at the base of the toilet were simply a wax ring replacement, assuming nothing else out of the ordinary, what would a rough cost estimate be? The reason this is so important is you will be dealing with a man that is dying and is very very worried about managing his money for the sake of his wife of 50 years that will survive him. The other reason it is transparent/ honest customer service. Mike Diamond specifically addresses the shameful habit of standard plumbing service companies refusing to give estimates for standard plumbing jobs like clearing drains. When I listen to your commercials on the radio, I think right on! I think what a great customer service policy.
Then when I call on the phone I get the very refusal to give a simple estimate that your radio adverts point out as poor customer service. The last customer service person I talked to on the phone was Christian Gomez. Christian was very professional and polite but made it clear that corporate policy does not allow them to quote anything over the phone, until the plumber investigates on the job site. I explained to Christian that this is not a customer service problem it is a corporate policy problem and one that is way above her pay grade. It is my intention to help Christina by influencing corporate policy changes.
Your customer service oriented radio ads inspired me to pick the phone up and call- only to find out Mike Diamond Plumbing is exactly like every other plumbing service that refuses to give simple price estimates over the phone. I have been in the corporate world for many years and I would point out that a selection of standard quotes with legal caveats attached indemnifying and holding harmless if the job turns out to be non standard- would go a long way to fulfilling the goal of the radio advertising campaign and underlying profits. Profits due to the increased revenue generated by customers like me choosing Mike Diamond over the other plumbing services due to job cost transparency. Cost transparency that is otherwise impossible to find at major plumbing services as your radio ad campaign so creatively captures.
I'd be happy to volunteer to serve on your BOD, apparently you are in need. BTW...it is my intention to post this on pertinent blog sites if I do not receive a satisfactory response PDQ.
Grant Livingston
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