How One Bad Manny Can Piss Away Your Brand

I didn’t have an opinion on the Leviton brand until their employee, Manny, made me hate them and drove me to let my friends, colleagues and everyone else know how shitty they treated me.

On October 10 I got this voicemail from Manny at Leviton. It turned out to be bullshit from an employee whose first instinct before this voicemail was to blow me off and offer no help.

Manny and Leviton got their failed unit retuned by UPS on October 17, 2019.

I’m still waiting for the replacement Manny said I’d get after they received the one I returned.

I tried to get Manny’s to tell me when I’d be getting the replacement and he emailed me that I was “tiresome” and that he would not be keeping his word.

That’s when I shared the video I created from his voicemail on Twitter. At this point, 123 people have watched it. There have been another 64 views on Facebook. And now I’m telling the story here on my blog and sharing it on LinkedIn.

So far Leviton has had 187 times the brand impact beyond just losing me and my EV-owning wife as customers for life.

I wrote to Leviton CEO Don Hendler last week – I didn’t even get a boilerplate reply.

Sounds like Manny got his customer service attitude from the very top of Leviton.