Derek R.

Here is the dialogue between myself and this company
Their mistake cost my company delays and unsatisfactory opinions from my customer about who I do business with. Our company has a 100% customer satisfaction or they don't pay a dime. Ultimately, even when you "lose" to satisfy a customer, you "win, because you satisfied a customer. POLICY is satisfy the customer.

North America HVAC is "FIRM" on not satisfying the customer.

Agent Phil has joined the chat.
Welcome to NorthAmericaHVAC.com! I'm Phillip, your online Sales Representative. How can I assist you today?
Hi! I'd be happy to assist you today. For starters, could you please provide your order number?
I ordered a part with your company and received the wrong part. Now I am in a bit of a rush because the right part will take longer to get here and going through the whole return process.
**************247
05:43
Through Amazon
05:44
Ticket S*******-T******* is created. The chat transcript will be attached to this ticket after the transcript is saved by system.
Thank you
05:44
I'll need to ask you a couple of questions to research this
K
05:44
Can you please tell me what part number you received from us in the mail, sir?

I ordered the AP*******B-1
05:45
OK. This is quite possibly an upgraded number. Please bear with me while I check that

05:46
OK, thank you for waiting, sir. I was able to confirm that this was a shipping error.
I have a water heater scheduled for install. But this error has cost a customer not getting hot water. I need an expedited shipping of the right part please
Well, we do apologize for the inconvenience, sir
05:51
Our process for this works just a little differently
If you need it right away, what I'd recommend is placing a new order for the part and requesting a refund, as our policy requires that we get the original part back before we can reship a replacement.
Give me just a moment and I'll generate a paid label for this
05:53
Thank you
05:53
If I purchase a new item with you, will you pay for next day air
05:54
I apologize, sir, but we wouldn't be able to do that.
05:55
I know it's frustrating, but our company is very firm on this policy.
I would recommend that you re-order with USPS Priority--that's going to get it to you in 1-3 business days and it's typically what of the cheapest shipping options.
05:56
What I am seeing through your writing to understand it in a simple way. Your company will NOT make good on their mistakes.
05:56
I would lik, e the return label please
Will have it in just a few moments, sir
*******. Pdf
Alright, I've just uploaded it to this chat.
Are you able to see it, sir
I believe I gave an ample opportunity for your company to make things right. Unfortunately, per your policy, I am not sure your company is very customer service orientated.