Re: Break in charge?

["Russell Brill" <russwbrill@xxxxxxxxxxxxx>]

"Roland Moore" <roland@xxxxxxxxxxxx> wrote in message
news:4658b2b2$0$8977$4c368faf@xxxxxxxxxxxxxxxxx
> 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.

There maybe some truth to that statement....... ya never know...

>
> "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...
>>>
>>
>>
>
>