I wanted to take a moment to reach out to you and ensure two individuals that work for you get recognized, Geoff and Chris.
Geoff, from day one has treated me with such respect and kindness and has always given me a sense of confidence in K&W and their products and service. Being a new customer to K&W and recently dropping around $25K for my theatre I was quite hesitant to switch from my previous home theatre company.
That all changed when I met with Geoff. He gained my confidence and trust (enough to spend $25K) in your store and believe that I was receiving top of the line products and would not be let down when it came to service and support from K&W.
They say once in a while "life serves you lemons" so I'll presume the unfortunate early swap out of my Epson LS 10,000 projector under warranty was just that.....unfortunate and likely to not happen again. That said, it gave me the opportunity to really experience the amazing service from Geoff and Chris.
Geoff, was available at all times of the evening and weekend and did whatever he could to walk me through trouble shooting to try and get me up and running just before company came over for a movie night. When all else failed, he vowed to get me back up and running ASAP once I received my replacement projector. He contacted Chris and escalated my service call to Top Priority. I was literally back up and running the same day as the projector arrived at my door. That was so amazing and blew me away!
They understood how desperately my family wanted to enjoy the projector again and didn't leave us sitting around for several days waiting for someone to come and install it. Geoff and Chris made it their mission to get it installed the same day, actually within an hour of it arriving at my house! That is something one would normally be "speechless" about.
Chris, has also been an absolute pleasure to deal with from day one. He comes in smiling and polite and professional. He just gave me a total sense of confidence from start to finish, which I cannot say about other techs from other theatre companies I've dealt with in the past. He was instrumental in fishing some HDMI wire through my finished custom ceiling and got me the HD connection I was without for many years. He's been very helpful in his suggestions and also showed patience while I needed to run to the store and buy some extra stuff to get installed and helped me with returning items back in their box when I bought a TV that turned out to be too big for my exercise room.
You have two really amazing guys and they are doing an incredible job earning K&W referrals and repeat business from likely many many happy customers just like me!
I look forward to a long and mutually beneficial relationship with K&W and hope you will take the time to recognize these guys as they truly deserve recognition for what I feel is "going above and beyond" the great service I was originally promised.
My only regret is not being a K&W customer 10 years ago when we first built our custom theatre!