My dispatcher put me in touch with a customer so she could scold me. No, I'm not kidding. Let me explain the story though. Actually this happened a while ago, last summer to be exact. But you know how sometimes it takes a while to realize that something bugged you. I'm a real busy guy, anyways, I just realized that this bugged me.
First off a little background information. We are a flat rate company. Strictly up front pricing. Either approval in writing or verbally. But approval before any tasks are performed.
Last summer late in the day, the dispatcher beeps my nextel. Gives me the information for my next call. It was a rental and the landlord had called for "no cooling". It was a duplex, two units.
Anyway, dispatcher informs me that customer "may also be interested in having me check other AC while I am there". But customer was informed "that technician will look at the other AC, determine a price for maintenance/inspection, and contact YOU (the owner) for approval to go ahead"
So I go out and solve the problem, popped fuse in disconnect and bad cooling contactor.
The other unit (right next to it) appears to be cooling fine. I could see the suction line sweating and tested the temp and it was about the same as the one I was working on. Was pushing about 17 degree delta-t across coil. So I figured OK, 90 bucks to clean and check it out. Tried to call the landlord twice and get approval, couldn't get anything but a voicemail, left a very detailed and professional message explaining "that I did a quick inspection of the AC, it appears to be running fine, I would be happy to do the maintenance on it, it would be 90 dollars, however I just need approval to go ahead, and that I would be in the area for about the next ten minutes if she gets this message, but if not, next time we are this way we can stop in and do it w/ no service charge". I think this was pretty professional. Right?
About two weeks later, yes, two weeks later. In the morning, my dispatcher says "ryan, call on line 1"
It's this lady, a local realtor. She starts demeaning me and demanding to know why I didn't do the cleaning. And how I am unprofessional and rude. And it was all a big waste of her time.
Even through all of this I kept my cool and tried to explain my situation. But there was no reasoning with this woman. So finally I had enough and said "Listen lady, it's my boss's job to reprimand me, not your job, if you have a problem take it up with him, if he has a problem he will take it up with me. Good bye."
Should dispatchers or office personnel really forward angry customers to technicians so that we can be scolded?
Does anybody else see the problem with this? Or am I crazy? When I asked my dispatcher what this lady said when she called, he said "she wanted to know why you didn't clean her AC when she told you to?" He was the one that set up the call, he had the answer, he should've dealt with it.
When the hell did "Customer Complaint Department" become part of my job description?
[Edited by ryan_the_furnace_guy on 11-19-2005 at 07:15 AM]