The hardest client's I have to deal with in the appliance repair industry are invariably those who are already in a bad mood due to dealing with another appliance repair service or with an appliance manufacturer. The reason these are my toughest clients is because I have to go even further in terms of service to make them happy, which I'm able to do most of the time.
However, this week I had to deal with one unhappy oven owner who was already in a bad frame of mind because of an incident set into motion when he tried to take a look at his oven for possible causes of the problem the oven was having.
Here is what happened, the owner was a chef whose kitchen had burned down a few days previously and so he was trying to keep things going by shifting his operations to his home for a few days. Unfortunately, his oven wasn't able to keep up, which is often the case when a household appliance is called on to perform at commercial levels. The heating filament, or element as it is sometimes called, shorted out.
So, being anxious to get the oven back in action, the owner slid it out and took the back cover off the unit. However, he worked on it for a while and then found he could not discover the cause of the problem, so he called the manufacturer and scheduled an appointment to have a technician come out and service the unit. This is where the big surprise came in.
The technician showed up a few days later, which was an issue for the owner already, he wanted service fast. Big companies always make you wait so that they can get a bunch of calls in one area before they send a technician into the area, it saves them money, but it sure doesn't do a lot for customer satisfaction I can tell you.
When the appliance repair technician did show up, he took one look at the back panel which was disconnected and informed the appliance owner that the warranty voided because the owner had taken the back panel off. To make matters worse, he then informed the owner that, according to corporate policy, he was not allowed to even touch the unit because the homeowner had already tampered with it.
Needless to say, this company left me with an client who was a bit surly on the subject of his oven even before I arrived. Because I am an independent and not hampered by the same corporate rules I was able to get his oven back working on the same day, which allowed him to get his business back into fulfilling orders and immediately got the guy into a better mood, thank goodness.
The reason the companies have this policy is understandable to a certain extent. If a home owner has disconnected wiring and then reconnected it wrongly, it can damage the appliance and may also catch fire and damage the residence. To tell you the truth, if the owner had done anything more than remove the back cover, I would have had to have walked away from the repair myself for the same reasons.
So the point of this whole story is, unless you are confident that you can complete a repair to your appliance, you are probably better off not attempting it at all. You don't want to void your warranty, if you have one, and you don't want to get in a situation where a repair technician is forced to walk away from the job because of the risk involved.
Article Source: http://EzineArticles.com/7992555
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