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AIBU?

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Original poster

AIBU to think this reply is a bit cheeky?

133 replies

OldBoiler22 · 23/09/2022 09:37

As per my username, I need to get our boiler serviced. Used a new company last year who were fine so had intended to use again.

The website of said firm has on a landline and also a mobile number. In a quiet moment last weekend I thought I'd seize the chance to send a message to the mobile number asking if I could book an appointment. This was the response I got:

'Hi OldBoiler, yes no problem. Can you message me again Tuesday when I'm back at work'

I was a bit narked I won't lie.

AIBU to think that, as the customer, it's a bit much him asking me to contact him again at a point that suits him?

OP posts:
slowquickstep · 23/09/2022 10:31

He could have been in the pub and would have no chance of remembering you had text. He is not available to you 24/7 he is allowed a life

LadyShrek2k19 · 23/09/2022 10:33

I think you're overthinking it.

Of course it's a work number, but that doesn't mean it isn't also his personal one - lots of people operate in that way.
And I'm assuming he'd need to open the message to know whether it was work, personal, emergency etc, so as he's done that he's sent a holding message back to you.

If he'd left you on read for the weekend without acknowledgement, would you have been as disgruntled as you are by this?

And, more importantly, did you contact him again on Tuesday?

SpongeBobJudgeyPants · 23/09/2022 10:34

I would assume that being a plumber, the mobile would more often be used for a plumbing emergency. Might be better for him to indicate this on his website. I think he might have phrased it better, but fairly common IME to place the onus on you to follow up. I agree in any other business this would not be great. If you can find a plumber or builder who writes things down and gets back to you in a timely manner, please pass their number on!

pinkyredrose · 23/09/2022 10:35

He wasn't rude.

SpeckledlyHen · 23/09/2022 10:37

HitsAndMrs · 23/09/2022 09:42

No I don't think it's rude. They aren't in work, really they should have replied on Tuesday but actually they have been polite and let you know.
You're being entitled.

This.

And what you should have done is replied with "I am so sorry to disturb when you are not working, I will text back on Tuesday"

HailAdrian · 23/09/2022 10:38

What!?

HailAdrian · 23/09/2022 10:39

Do you always think you should get exactly what you want when you want it? Nightmare customer alert.

MiniCooperLover · 23/09/2022 10:39

He responded to let you know that he's out of the office until Tuesday. If he hadn't then you'd have potentially gone to find a different company in the meantime and he'd be out of a job. You sent a text message, so a very casual way of booking, he responded in kind. I can't see anything to get het up about.

melj1213 · 23/09/2022 10:39

YABU

If a trade has a landline and a mobile listed, I generally assume that landline is for "office hours" so generally 9-5 Mon-Fri and the mobile is for "out of hours emergencies" so evenings/weekends even if not explicitly stated as such.

When making contact for a routine query I would always try and call the landline first and they will usually have an answering service saying something like "Sorry the office is closed, please leave name and number and we'll get back to you when we're open. If it is an emergency then contact us on XXX mobile"

You messaged his mobile on a bank holiday weekend for a non urgent issue. He is not unreasonable to ask you to contact him during office hours. He may have been out and about with friends/family and didn't have his work diary to hand or was already on another emergency job so couldn't check his availability or it just wasn't an emergency needing immediate attention so rather than risk forgetting your message he asked you to contact him again on Tuesday.

He could have just ignored your message till Tuesday but that is also bad customer service as you don't know if he's even received your message for days - the way he has done it acknowledged your message but asked you to call back about a routine issue during office hours, which is not an unreasonable request.

It also puts the onus on the customer to make the contact - you contact him on Tuesday at a time that is convenient for you, when you have your diary to hand and you know you have a few minutes to sort out a mutually convenient time rather than him having to keep calling if you don't answer/are busy/don't know when you're free etc. If it's just a general enquiry then you could have sent that to 10 different tradesmen and by Tuesday you already had someone else lined up. If that was the case then you just wouldn't contact him again and nobody's time is wasted. If he puts the onus on himself to contact you he has to remember your message, trawl through potentially many messages to find yours, contact you and hope you're available to have a discussion about your needs (and if not then call back later) all while you may have already booked in with someone else, so his time is wasted.

Ahf22 · 23/09/2022 10:40

OldBoiler22 · 23/09/2022 10:00

Really interesting to read these responses. Clearly I wouldn't go knocking on the door to be let in at a shop that is obviously closed. . . . it's not quite the same thing though is it lets me honest.

I guess from my perspective, if you have a mobile number and a landline on your professional website then the assumption is that those are your work numbers? If you receive a message on a day you're not working, then surely you just wait respond to that in full on a day you are working? I find it so bizarre that you'd ask you customers to message you again on a different day when they've already reached out. If I had emailed him would he have emailed straight back to go 'email me again a different day?'

I just found it to be really strange customer service!

You shouldn’t assume that because he has a work mobile that he’s available at weekends or whenever a potential customer decides to text him. You should have emailed him. You sound entitled and rude.

His response was fine. I bet you’d be on here moaning if he hadn’t got back to you until Tuesday. It’s be another one of those “but it only takes 2 seconds to acknowledge a text” type thing.

YABU.

MintyGreenDreams · 23/09/2022 10:40

Their response was totally normal

girlmom21 · 23/09/2022 10:41

If you receive a message on a day you're not working, then surely you just wait respond to that in full on a day you are working?

I disagree. If I had to wait 3 or 4 days for a response I'd assume they weren't a very efficient company.

sponsabillaries · 23/09/2022 10:42

He acknowledged your message but asked you to respect their working hours. You are being absolutely ridiculous.

WeepingSomnambulist · 23/09/2022 10:42

girlmom21 · 23/09/2022 10:41

If you receive a message on a day you're not working, then surely you just wait respond to that in full on a day you are working?

I disagree. If I had to wait 3 or 4 days for a response I'd assume they weren't a very efficient company.

Over a bank holiday weekend?

If you got in touch with a company over a bank holiday weekend, and they didn't reply until the Tuesday, you would think they weren't efficient and wouldn't use them? Over a bank holiday weekend? Are you serious?

Rosehugger · 23/09/2022 10:45

YABU if you expected an immediate reply but YANBU about the tone of his message, which should say "I'll contact you on Tuesday when I'm back at work."

It shouldn't be up to the customer to get in touch again, he should be diairising to ring you.

venus7 · 23/09/2022 10:46

OldBoiler22 · 23/09/2022 10:00

Really interesting to read these responses. Clearly I wouldn't go knocking on the door to be let in at a shop that is obviously closed. . . . it's not quite the same thing though is it lets me honest.

I guess from my perspective, if you have a mobile number and a landline on your professional website then the assumption is that those are your work numbers? If you receive a message on a day you're not working, then surely you just wait respond to that in full on a day you are working? I find it so bizarre that you'd ask you customers to message you again on a different day when they've already reached out. If I had emailed him would he have emailed straight back to go 'email me again a different day?'

I just found it to be really strange customer service!

They are clearly work numbers; the mobile may be for emergencies, and considerate people would only call at weekends if it was an emergency.
You sound very entitled, I'm sorry to say.

girlmom21 · 23/09/2022 10:47

@WeepingSomnambulist unless it was clear they weren't working, yes. Tradespeople generally will reply on an evening or a weekend.

Then again, I'm unlikely to actually contact someone on a weekend for the exact reason you're trying to explain.

PollyAmour · 23/09/2022 10:48

Entitled.

Have a word with yourself.

WaddleAway · 23/09/2022 10:48

Not something I could get worked up about. He asked for a reminder when he’s back at work so he can follow up… he’s human.

BecauseICan22 · 23/09/2022 10:48

OldBoiler22 · 23/09/2022 10:00

Really interesting to read these responses. Clearly I wouldn't go knocking on the door to be let in at a shop that is obviously closed. . . . it's not quite the same thing though is it lets me honest.

I guess from my perspective, if you have a mobile number and a landline on your professional website then the assumption is that those are your work numbers? If you receive a message on a day you're not working, then surely you just wait respond to that in full on a day you are working? I find it so bizarre that you'd ask you customers to message you again on a different day when they've already reached out. If I had emailed him would he have emailed straight back to go 'email me again a different day?'

I just found it to be really strange customer service!

If you hadn't have gotten a response, you would have moaned. You're the type.
You got acknowledgement along with a timeframe. That's very polite and normal. Perhaps there are lots and lots of people needing a service etc, this is the norm and you'll call back and get booked in. At least there's no false promise there that they will get back to you.

Your view is odd and YABVVVU.

WeepingSomnambulist · 23/09/2022 10:48

girlmom21 · 23/09/2022 10:47

@WeepingSomnambulist unless it was clear they weren't working, yes. Tradespeople generally will reply on an evening or a weekend.

Then again, I'm unlikely to actually contact someone on a weekend for the exact reason you're trying to explain.

Are you very young? Because that's entitled as all hell.

DrMorbius · 23/09/2022 10:48

If you received an out-of-office reply Hi - I'll get back to you on Tuesday when I am in work would you have been equally upset?
This is probably a sole trader. He answered, while out of office.

girlmom21 · 23/09/2022 10:50

@WeepingSomnambulist it's not really entitled considering you can use any tradesperson you like for whatever reason you like.

Your ageism is a bit bizarre and you're pretty dramatic. No, I'm not 'very young'.

Maves · 23/09/2022 10:50

No it wasn't rude, he could have been anywhere and not have access to appointment diary etc I think it was actually good of him to txt you back.

ANiceBigCupOfTea · 23/09/2022 10:51

Its not rude at all. My DH is self employed and if he replied to every out of hours message he got, he'd have no time away from work at all.