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Thread: service call

  1. #27
    Join Date
    Feb 2010
    Location
    butler pa
    Posts
    1,073
    or the lady at 2 am that cant wait till 7am...(cause you dont charge ot ) that just that day put in a filtrete filter that caused 3 limit trips then lock out... well.$58 diagnostic...and back to bed 4:30 am...CHARGE OT RATES

  2. #28
    Join Date
    Feb 2004
    Location
    Ky
    Posts
    269
    3am Sunday morning...College kids in a rental..."Dude, it's 83° in my drum!" - 'I'll be there at 8!' - "grumble, grumble" ...15 minutes of pounding the door and ringing doorbell later, hangover opens the door, 2 others stir as I kick every empty beer can I can find... 'Dude, when was the last time you changed this filter?' ...
    LN

  3. #29
    Join Date
    Dec 2008
    Location
    NW Iowa
    Posts
    125
    We do more refrigeration than no heat calls, and we do use and after hours rate. We were running into people just calling over little things on their time before we went to this. It has helped with these non emergency issues. Of course there are people with real emergencies and they seem to be ok with this. I always like it when you get a call on Friday at 4pm with the customer saying the walk in freezer has been warm all week and I am now worried it won't make the weekend and don't want to pay the weekend rate, can you come now.

  4. #30
    Join Date
    Jun 2001
    Location
    Moore, Oklahoma, United States
    Posts
    4,421
    IMHO a no heat call it's an emergency unless it's colder then 50 outside, no AC isn't an emergency unless it's over 80 outside. In winter most people will use space heaters, fireplaces, or even thier oven to stay warm.

  5. #31
    Join Date
    Sep 2002
    Posts
    2,829
    Quote Originally Posted by Rob_in_WV View Post
    M-F during business hours we consider it a normal service call(unless we're booked to the gills and they are insistent that we have to come that same day).
    But you will not keep a customer who calls at 10AM ,you show up after 5PM and want OT!

  6. #32
    Join Date
    May 2011
    Location
    Ripley, WV
    Posts
    1,239
    Quote Originally Posted by coolperfect View Post
    But you will not keep a customer who calls at 10AM ,you show up after 5PM and want OT!
    In a case such as this we don't charge overtime as long as it turns out to be a legitimate emergency (elderly or small children). However if I get there and I've been duped and it's not an emergency and they just didn't want to wait I bill accordingly. It can be touch and go, but I feel like trying to do right by people will work out for the company in the long run.

  7. #33
    Join Date
    Feb 2013
    Location
    north georiga
    Posts
    645
    Quote Originally Posted by Rob_in_WV View Post
    I was called out on a weekend because a couple had an A/C down and needed it done now. The thing that got me is they have 6 other units in the house.
    how big was the house?!?!?!?!

  8. #34
    Join Date
    May 2011
    Location
    Ripley, WV
    Posts
    1,239
    Quote Originally Posted by davidj001 View Post
    how big was the house?!?!?!?!
    It's a big 3 story and that's if you don't count the partially finished basement and a large finished loft bedroom. It's really an impressive house.

  9. #35
    Join Date
    Jun 2001
    Location
    Moore, Oklahoma, United States
    Posts
    4,421
    I've heard stories of people renting a hotel room instead of staying in the other 1/2 of the house where the HVAC still is operational. Home much sense does that make???

  10. #36
    Join Date
    Jun 2012
    Location
    Rising Sun, Maryland, United States
    Posts
    110
    Drives an hour to the ghetto of Baltimore... Most expensive AA batteries that guy ever bought

  11. #37
    Join Date
    Feb 2013
    Location
    Lamar, SC
    Posts
    603
    This just happened... the names have been changed to protect the stupid...
    Caller: "Please help, we have no heat and its very cold."
    Me: "Okay ma'am, I just need some information from you-"
    Caller: "We have a service agreement from y'all"
    Me: "Okay ma'am, what's your-"
    Caller: "They just cleaned it in November."
    Me: "Okay ma'am I need your name and address, so I can come and help you."
    Caller: "Hall and Oates, that's H-a-l-l and O-a-t-e-s"
    Me: "Okay and your address?"
    Caller: "123 (garbled)"
    Me: "Was that 123 Main or South Main?"
    Caller: "Yes"
    Me: "Main or sou-"
    Caller: "South Main"
    Me "Camden or Sumter?"
    Caller: "Yes, behind the baseball field."
    Me: "Is that in Camd-"
    Caller: "Yes, Camden."
    Me: "Okay ma'am I will be there as soon-"
    Caller: "Wait! My husband wants to talk to you."
    Me: "Yes, sir?"
    Husband: "I fixed it."
    Me: "How?"
    Husband: "I flipped the breaker off and on and fired right up."
    Me: "Is it a gas furnace?"
    Husband: "No, it's a heat pump. If it was a gas furnace I would have checked the pilot first, I know all about them"
    Me: "Okay, sir, are you sure you don't want me to come take a look?"
    Husband: "No, that's okay, I got it."
    Me: "If it does it again let me know, I have your information."
    Husband: "Okay, thanks"
    Click.

    Hell of a way to wake up on a Saturday. Why do I get the feeling I will be hearing from them again? Probably around 10pm?

  12. #38
    Join Date
    May 2011
    Location
    Ripley, WV
    Posts
    1,239
    Quote Originally Posted by jmsmars1 View Post
    This just happened... the names have been changed to protect the stupid...
    Caller: "Please help, we have no heat and its very cold."
    Me: "Okay ma'am, I just need some information from you-"
    Caller: "We have a service agreement from y'all"
    Me: "Okay ma'am, what's your-"
    Caller: "They just cleaned it in November."
    Me: "Okay ma'am I need your name and address, so I can come and help you."
    Caller: "Hall and Oates, that's H-a-l-l and O-a-t-e-s"
    Me: "Okay and your address?"
    Caller: "123 (garbled)"
    Me: "Was that 123 Main or South Main?"
    Caller: "Yes"
    Me: "Main or sou-"
    Caller: "South Main"
    Me "Camden or Sumter?"
    Caller: "Yes, behind the baseball field."
    Me: "Is that in Camd-"
    Caller: "Yes, Camden."
    Me: "Okay ma'am I will be there as soon-"
    Caller: "Wait! My husband wants to talk to you."
    Me: "Yes, sir?"
    Husband: "I fixed it."
    Me: "How?"
    Husband: "I flipped the breaker off and on and fired right up."
    Me: "Is it a gas furnace?"
    Husband: "No, it's a heat pump. If it was a gas furnace I would have checked the pilot first, I know all about them"
    Me: "Okay, sir, are you sure you don't want me to come take a look?"
    Husband: "No, that's okay, I got it."
    Me: "If it does it again let me know, I have your information."
    Husband: "Okay, thanks"
    Click.

    Hell of a way to wake up on a Saturday. Why do I get the feeling I will be hearing from them again? Probably around 10pm?

    Just got back from one where the customer heard his heat pump go into defrost and noticed the fan stopped running and wanted me to come out because he panicked and shut the whole system down and "Had no heat".

  13. #39
    Join Date
    Feb 2013
    Location
    north georiga
    Posts
    645
    Quote Originally Posted by Rob_in_WV View Post
    Just got back from one where the customer heard his heat pump go into defrost and noticed the fan stopped running and wanted me to come out because he panicked and shut the whole system down and "Had no heat".
    ...and boy do they pissed when you tell them thats normal operation and then write them a bill

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