Friday, June 29, 2012

Really, Guardian?

I received an e-mail from the Guardian rep yesterday stating that they accidentally installed a cable jack that we had deleted from our contract a few months ago.  The Guardian rep said that she is going to have to send someone out to remove it.  Otherwise, we will receive a bill from Guardian in the mail for $150 after settlement.  No thanks!  They can have it back, but is it really worth it to them to send someone all the way out to La Plata, MD just to remove it?  Insulation went up yesterday and drywall is scheduled for tomorrow.



We deleted the cable jack from our contract a few months ago, because we realized that it would sit back to back with the family room cable jack, as you can see in the picture below.  We can cut a hole and pull that through in a matter of minutes after we move in.   

I told the Guardian rep that it sounded like more trouble than it was worth to send someone out there to remove it versus just leaving it there.  She said that it would be, but that they would be charged $150.  I have no idea who was going to charge them, when they are the ones doing the charging?!?  It is going to cost them more to remove it than it would to leave it.  Leaving it would be a $150 mistake, removing it would make it a $300 mistake, right (double the work)?  They can have the cable back, but I expect everything to be exactly as it was.  The Guardian technician fastened all of the cable and CAT5 really tight together on the run to the basement.  I told the Guardian rep that insulation was scheduled for that day and that I didn't want all of the insulation out of place and the other cables pulled out of place during this pull from basement to the first floor study.  I forgot to tell them to bring a can of spray foam to seal up the hole after they are finished!

Here's my problem with this situation...

This would have never happened if Guardian had walked the house with me as I was told they would when I sat down with them during the initial meeting.  Apparently, they are trying to cut back and one of the cutbacks happens to be the pre-Guardian installation walk through with the customer where they mark all of the installation locations.  As you probably remember, we already dealt with a problem that could have been avoided in the master bedroom with a cable jack that did not have an outlet next to it (the electricians ended up sucking it up, not Guardian).  It would also have been avoided if they had showed up on Friday when they were scheduled while the electricians were there.  Guardian came on Monday instead... no rush on their part, but now there is a mad rush in place to remove the cable before drywall goes up tomorrow!  Guardian could not go above and beyond to walk the house with me, but they can go above and beyond to spend man hours on avoiding giving away a free cable jack.  Go figure!

I would have rather had those man hours spent with me - walking the house, marking locations and getting an explanation of their products and installation process.  
 

   


Pin It now!

8 comments:

  1. Absolutely absurd. What a waste of resources on their part.

    ReplyDelete
  2. Guardian....I'm so glad we didn't give them any money. This just goes to show how customer service is not important to them. If they were any type of great business they would just leave and say: "Oops! Our mistake, you win!". I don't think companies like that realize how critical customer satisfaction is until they are belly up. Too bad.

    ReplyDelete
    Replies
    1. We spent a lot of money with them on our first Ryan Home. We have had nothing but problems with our intercom system, because they ran our intercom wires alongside the electric wires. We have to turn entire system off, because loud static noises sound from all of the speakers. I'm glad we didn't spend much with them this time, but I wish that I had not spent anything with them!

      Delete
  3. I honestly feel Guardian is a despicable company, amazingly greedy. Even with the various problems I have on my build, Guardian is probably the sorest part for me.

    ReplyDelete
    Replies
    1. I have a sore spot for Guardian also and it started almost 10 years ago when we were signing for our first RH.

      Delete
  4. Why would they make you pay for their mistake? Do people fall for that? You gave me an idea though thanks! We could do the same for bedroom and sitting room. I can't decided where to put it..what are you doing?
    Our are is Structured Cable, overall have not been pleased with customer service with Ryan Contractors.

    ReplyDelete
    Replies
    1. Exactly! We put the cable outlet in our bedroom (if you're looking into the bathroom, it is on the interior wall - opposite of where our bed will go). The model had a tv there. We plan to place our armoire there with the tv in it. I wish we had not paid for an a phone outlet in our bedroom, because we use our cordless phone in our bedroom. When I ran into the Guardian tech at the house, I gained some valuable information that should help everyone out. He told me that they run a wire (for future security systems), CAT5 and cable wire up from the basement to the attic for future installs. He said that they do that in all of the houses. He showed me where it was. I would have had no idea that it was there, if I had not run into him. I could have saved myself $300, because I would not have run anything upstairs. I would have installed the cables after settlement from the extra cable that was run to the attic. You might want to verify this with your Guardian rep. I don't even know if they will tell you, because they will not want you to start deleting things!

      Delete