We have an on call service guy 24/7 for warranty calls, our maintenance customers, or basically anybody else that spends the 10 minutes to listen to our office's after hours voicemail. Kind of screws up my weekend when I see a strange number calling me and I realize it's the week where I'm on call...but I'm out hunting.
We run on call 24/7 but if the homeowner installs the stat himself it is no longer warrantied work by us, we would charge after hours service call rates to work on it. If he didnt want to spend the money to have you install the stat in the first place that is fine but by doing so he took your obligation out of it. No reason you should spend your money working on the stat that he installed especially on off hours
Each of us puts our into this thread...
Personally... I would NEVER install a new system without a new stat... been burned too many times before.
As to this situation: Rich folks are rich because they play games... the whining will go on as long as you have them for a customer.
My question would be: Do I want this customer enough to invest the time (at your expense). If so... then suck it up and run the warranty call... If not... Well I would explain the stat is his stat; I would come out and diagnose the issue. If it is covered under warranty... I will repair it. If it is his stat or his install of the stat... it will cost. And get approval to charge BEFORE going out.
If he refuses... write him off and replace him with a new customer (hopefully one who is easier to deal with).
Having said this... if the customer is giving you lots of referrals... and you want them to continue... may need to suck it up and go fix it... on your dime.
Quality work at a fair price with excellent customer service!
Romans Ch's 5-6-7-8
2 Chronicles 7:14
Of course I run warranty calls after hours. I can not imagine telling someone with a 7 month old system, "sorry, your warranty is not valid after 5".
That is crazy!
With that said, I only warranty parts and equipment that I install. If I took that call I would let them know that there is no "warranty" because their is nothing I installed to "warranty".
It is the job of thinking people not to be on the side of the executioners.
i guess not enough info to answer whether or not to warranty a diagnosis.
Originally Posted by Danae12
id need to know "why did he decide he needed to replace his t-stat"
if it was for no other reason then he wanted to, then no...
if he felt his system wasnt controlling temps well, then maybe the new system wasnt working correctly, then yes.
but then again why didnt he call to begin with... of course who can tell with some customers, they're people and some people well, off center???
my boss thinks its possible to repeal the laws of physics
Word of mouth is the best advertisement, we have put a lot of companies up here out of business solely from our service departments ability to respond quickly to demanding out of state customers who own vacation homes up here with multiple systems. When i am on call, i dont plead with them to wait until monday, i just go and find out whats wrong and get them heat, and dont whine about it. Ive had customers from the east coast say, we never would have gotten service like that in new jersey, and hand me a twenty spot.
Why wasnt a new stat installed with the furnace, we include a new honeywell focus pro 5000 or 6000 stat with every furnace and or ac install
Originally Posted by toocoolforschool
Originally Posted by TXTech1
Originally Posted by BaldLoonie
Rich or poor, friendly or terse, smart or dumb, if a client calls it is because they need help. We run warranty calls 24/7, and while our level of service is abused from time to time, I also have dozens of customers who will refuse to ever use anyone but me and simply hand me a credit card when I walk through their front door. It is a numbers game. If we always provide great service, the good outweighs the bad.
Remember this: Most people will never remember what we repaired, but they will remember how we made them feel. And in America, most people will gladly pay to feel good.
I was assuming he did instal a new one with system. I always instal new one with any changeout.
Originally Posted by ga-hvac-tech
It's not if your doing it right it's whether your doing the right thing that is important.
Of course we run warranty calls after hours. Also, run calls to fix stuff the installers botched. Such as saturday two weeks ago when I had to fix some work our resident channellock bandit did on some gas pipe.
In the case of the situation in the OP's original post however, I would have very carefully explained why him putting a stat on himself is not covered by our warranty, why he would have to pay the off-hours rate because of it, and if he got lippy I'd have hung up on him.
All of our installs include a Honeywell or Pro1(? some crappy thing) thermostat in the quote. But, I constantly go into houses and find that the stat has been swapped out for a shiny color touch-screen stat or a Nest, or whatever neato thing the big-box had on sale at the time was.
Yep we run warranty calls 24/7. I liked it whole lot better when the cut off time was 8PM but it's not my name signing the checks.
We also run warranty calls 24/7. Our home owners are told on the phone if the problem found is not under the warranty (i.e. installed their own stat) there will be a charge. And if they refuse to pay they are put on the no service list until the bill is taken care of. And beings as how we are mainly new construction and some of the home warranties are 2 years it would be in their best interest to pay the bill.