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Statement - WCVB-TV Boston We apologize for any inconveniences our customers have experienced with Home Services, and we are eager to resolve these customers' issues. All Home Services projects are guaranteed by The Home Depot and we are committed to making sure each job is completed to our customers’ satisfaction.On average, our Home Services division works with our network of licensed, independent contractors to complete 55,000 installs every week. Generally, 49 out of 50 installations are completed without a single complaint from our customers. Still, Home Services strives to reduce these numbers even more as our ultimate goal is for every customer to have a positive experience with Home Services.IMPROVING CUSTOMER SATISFACTION - Home Services is continually improving processes and procedures to reduce the number of product and labor related issues. Home Services has been listening and responding to customers' needs.
- Our Customer Care Associates at 800-HOMEDEPOT have been integral in helping us resolve customer issues at a quicker rate than ever before. Not only have we seen customer complaints drop significantly during this past year, but we have seen a dramatic improvement in our speed in resolving these issues.
- Home Services has placed 800 representatives in the field to provide customer service. When a customer issue is referred to the field, someone on the team will contact the customer to discuss the problem and next steps. The field resource owns the issue until a resolution is achieved and will work closely with Customer Care on the resolution and eventual closing of the ticket.
- We recently launched an initiative where customers will be receiving a personal letter from the president of Home Services with information on how to contact us with any issues. We have a separate team that handles concerns asked of the President of the business. This is separate from the 800-HOMEDEPOT number.
NETWORK OF LICENSED PROFESSIONALSHome Services utilizes a nationwide network of licensed, independent professionals to perform the installation. This fact is clearly stated in The Home Depot’s advertising and in the contract documents provided to Home Services’ installation customers.- The Home Depot
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