WHY WOULD I THINK THIS?
Let me share numerous experiences.
Firstly my company provides full
service support and supplemental
service for both American and European
based manufacturers.
Not
only do we take consumer calls to
conduct triage but we dispatch service
requests to servicers throughout
North America.
Basically speaking we aggregate
thousands of service jobs and dispatch
them to qualified service companies.
So,
why would you feel this is such
a hassle?
Let me explain based upon
my personal experience.
Number One.
If a service company agrees
to take the job with full technical
support, both by phone and emailed
service literature, why don’t they
just do it?
Number Two.
Why after accepting a call
does the service company not schedule
with the customer?
This happens too frequently
and we find out because the customer
calls us back!
Is the service company not
interested?
Number Three.
Why is it that nearly 25%of
the time the technician shows up
at the customer’s home and the first
words out of his/her mouth is, “I
never seen this type/brand of product
before?”
This certainly instills confidence,
“doesn’t it?”
Number Four.
The technician is on site
and leaves the product totally disabled
and tells the customer that parts
must be ordered and they will be
back some time in the future but
hopefully prior to Christmas?
Number Five.
The technician now has made
more than one trip to the customer’s
home and still has yet to fix the
issue – are they trained?
Did they ever go to training?
Number Six.
At last!
The service company had a
successful service event and all
was well.
They received the service
request, did triage, ordered and
received parts, scheduled with the
customer and completed the repair.
However, why must we call
them repeatedly to file a warranty
claim?
“Do they work for free?”
I AM CONCERNED
FOR THE INDUSTRY IN GENERAL!!!!
Let
us explore the many ways in which
we can resolve these issues in my
next monthly article.
In the meantime, please examine
your business practices for your
own good and longevity.
For
a better industry!
Jim
Rushton, President
