Re: Break in charge?

["Roland Moore" <roland@xxxxxxxxxxxx>]

You are correct about the typical chain of events for service calls. However
this particular customer lets the manager or assistant authorize service
calls. The point I was making is more about their behavior. Although they
were busy, in the end these guys seemed to be acting more like we caught one
of them instead of a bad guy.

"Doug" <not@xxxxxxxx> wrote in message
news:nuY5i.337267$JN6.199783@xxxxxxxxxxxxxxx
> It may be the local office has to get approval from the head office before
> authorizing a chargeable service call, the local manager may have been
> concerned at not following their corporate policy rather than the cost of
> a service call.
>
> Hindsight is 20-20, but you probably should have called first and
> explained that you were sending out a tech to do a courtesy call and there
> would be no charge for the service call.
>
> Doug
>
> --
>
> "Roland Moore" <roland@xxxxxxxxxxxx> wrote in message
> news:46584d4d$0$1350$4c368faf@xxxxxxxxxxxxxxxxx
>> It is a chain account. I think we have every location (in our geographic
>> region) that they have already. They have customers to tell, not friends;
>> and we don't do residential that much so it wouldn't do much good to tell
>> them. I can understand the folks there being busy (on a Friday before a
>> three day weekend), but they don't have to act like they want to jump out
>> of the windows for fear of having to sign a (no charge) service ticket.
>>
>>
>>>> So there is an actual alarm at a location.
>>>> Cops come. catch the guys. There is no
>>>> call from the customer so we dispatch a
>>>> technician to do a courtesy call.  The
>>>> customer says yes you're great, and the
>>>> alarm worked great but was only concerned
>>>> about not being billed for a service call,
>>>> which we hadn't planned to do anyway. So
>>>> much for a customer appreciating good
>>>> customer service...
>>
>
>