The moment they say it is not fixed
I am sorry it is still giving you trouble. Tell me what it is doing now, and I will get someone back out to look at it.
Our tech fixed it, so it must be something else.
I want the same tech if I can get them, because they know exactly what they found last time.
You will need to book a new service call.
Before anyone talks about cost, I want to know whether this is the same problem or a new one.
There will be a charge for the visit.
Get these on the first call
- The date of the first repair and what was done, from the job notes, not from memory.
- What it is doing now, in the customer's own words, and when it started again.
- Whether it sounds like the same symptom or a different one. The visit decides that, not the phone.
- A return window as soon as the schedule allows, ahead of new work if you can.
- What they will pay to have the earlier repair checked, said plainly, so there is no surprise at the door.
When the tech finds a different problem
The part replaced last time is working. This is a separate fault, and here is what the tech found.
That is not our problem.
Because the tech was out so recently, here is what I can do on this one.
It is a new job, so it is full price.
The three ways this goes wrong
- Defending the first repair before anyone has looked. It tells the customer the company matters more than their problem.
- Making them wait behind new work. A return visit that sits for days reads as a company avoiding them.
- Charging for the return visit before you know what failed. If it was the first repair, that charge becomes the review.
A repair that did not hold is a test of what happens next, not a verdict on the company. Answer fast, look before you argue, and settle the money once you know.
I answer the phones for contractors, and when a repair comes back I book the return visit on the same call. callbobai.com