Flytning af 2-vær. lejlighed fra Harlev til Hasselager
" I am sorry to give a low score for their job, but below I will explain in detail what happened so that people can judge it themselves. In general, I am very happy with their efficiency and friendliness when the moving started. What went wrong was communication. The misfortune might have not occurred if I was able to speak Danish fluently, and so I write this mainly for non-Danish speaking customers in future. First of all, there was a 1+ hour delay from the starting time we had agreed by e-mail. When the drivers finally arrived, I was able to hear the detailed reason for the delay that they had an unexpected delay during the preceding job in the morning due to false information they had received from the customer. I felt sorry for what they had experienced before coming to my place and I see the 1+ hour delay was understandable. After the arrival of the drivers, the moving itself went very smoothly and I have no complaints about their job. The sad experience I had was their rather unprofessional communication over the phone. On that day, I waited for the arrival of their drivers, fully prepared for the moving, until kl. 11 (the late end of the agreed starting time). I then gave a ring to the company to enquire whether the drivers were on the way or not. A lady picked up my phonecall, and I asked her if she speaks English as I’m not fluent in speaking Danish. In response, she said something in a small voice that I could not hear, but I anyway continued until when I noticed that she had already hanged up. I tried calling the company again, and (I think) the same lady picked it up, and I again asked if she speaks English. That time, she immediately hanged up without saying anything. I felt really sad about it, because during my 10+ years of living in Denmark, that was something I had never experienced. When the person on the other end was not confident in speaking English, he/she would say no (then I would try speaking my poor Danish) or pass the phone to others. Never hanging up without a word. I was also very upset, because the only way to get informed about the delay in moving was shut by her action. I then managed to find my Dane neighbour who could call the company on behalf of me, and that time a gentleman picked it up and finally I was able to know that the drivers were already in Aarhus but would arrive by kl. 14 at latest (which was another thing that disappointed me a lot because the agreement we made via e-mail seemed not to have been registered in their system). So, until when the drivers finally arrived and executed a superb job, I and my wife were very much frustrated and disappointed about what happened because among all the offers given to me at Servicebyen I had chosen this company for their claim of professionality over cheap-price-less-security that the competitor companies offered. After the moving was completed, I then contacted the company to find out if there was any misunderstandings between us. The company apologised for what had happened and explained that it is not something they would do. As for the lady who picked up my phonecalls, they clarified that they use a third party for supporting phonecalls when the lines are occupied. The company promised to talk to them about this matter, as they were also not happy with what I went through. Another thing that they apologised for was that the drivers should have given me a ring when they knew that there would be a delay and when I could expect them. The company explained that the drivers would normally do it, but well, because of the unexpected delay in the preceding job, probably they couldn't do that earlier. It's unfortunate, but I would say it was just not my day, after all :( As a form of apologies, the company then offered me a gift card worth 750 kr. that can be used for the next move or transportation (e.g. from IKEA). We are not planning any moves (after having one already), and to use the company for the transportation from IKEA to my place costs 1450 kr., which is way more expensive than using IKEA's delivery service. So we decided not to receive the gift card. I myself is fine with what has happened, but my wife has been very sad about it as she was concerned that the drivers might not appear and we'd spend a night in a room filled with boxes with a 2-yr old boy. We sincerely hope something like this never happens again...
