Aside from the timing of the visit, once he got here Ed was great. He was polite, personable, and professional in his demeanor & communication with me, and he wrote informative notes about the condition and likely lifetime of my furnace. Regarding the delay in his arrival, Ed was appropriately apologetic and sincerely surprised at the mixup. Ultimately Ed’s explanation was the most plausible of the three I was offered in the course of multiple phone calls, and he put in perspective the likely role of the new computer system in delaying customer notification, thereby deflecting my annoyance away from the service manager, about whom he proffered high praise - sorry to give you a hard time, Joe!
