How many of you run Warranty calls on nights and Weekends?
I work for a company that runs warranty on Saturday til about 5pm then we charge normal charges plus after hour trip charges plus hourly etc.
Reason I ask, is because I had a client call me this evening wanting a warranty service call on a tstat he installed that does not have any power going to it. Now mind you its a new install and it is under warranty, but their is a gray area here with the client installing the new tstat. So I told the client that we do not run warranty calls on Sunday PM, and it would be the after hour charge, and we could get to him as soon as possible during the work week for no charge. He grumbled and the conversation was over...
Make a long story short, the client calls back, complaining to the after hour service about the after hour charge, so I had to call him back again and listen to him complain about having to pay for me to come out on a Sunday night, and how he was going to tell everyone he could about how displeased he was and practically sounded like he wanted my head on a pike.
I was disappointed with his attitude for one, he put a tstat on his wall, and I am sure a monkey could do it with the instruction available, but still that is a complication, chances are he prob, blew a fuse, or in that area there has been allot of drain issues, float switches activating due to installation issues..
In addition, this client has 2 central air systems in his house...
I can understand after dealing with this spoiled rich man, who has an entitlement complex, why so many people dislike the rich..
Not to mention I am about an hour transit wise from his location..
So my question is how many companies out there, run warranty calls on Sunday nights? Most company's I worked for frown on running warranty calls on Weekends holidays etc, because you usually need warranty parts...
He was shocked and in awe, that the company I work for does not run warranty calls on Sunday nights? I am just curious if their are legions of HVAC, service techs out their chomping at the bit to run warranty calls on Sunday nights..