Customer service vs. "company policy"

Do your company policies help or hinder your customer service claims?

Don, the plumber, rebuilt the flushing mechanism of a toilet, and during the conversation told me two things: 1) he would not cause any damage to the toilet in the course of rebuilding it; and 2) the company provides a 1 year warranty.

So, about an hour after he completed the work and left, I found that this new mechanism was causing the tank to overflow when re-filling. There was water everywhere. It also happened to be a Saturday before a long holiday weekend. I called and left a message with the answering service.

A customer service rep called me back on Tuesday morning. When I told her that I wanted the plumber back first thing one morning she said she'd put me down for sometime between 7:30 and noon. Why couldn't she guarantee that he would be at my house first thing-say between 7:30-8:30? Because "company policy" only allows her to make a promise of between 7:30 and noon.

This is not customer service, this is service to the company disguised as customer service. If they really meant to provide customer service, especially to an existing customer for whom they did poor quality work, they would have said, "yes, he will be there no later than 8:30AM, per your request." Unequivocal and definite, serving me, not their own interests.

How about your company? Are your company policies and your claims to offer quality customer service in alignment for the benefit of the customer?