IT WORKS BEAUTIFULLYWHAT HAPPENS WHEN THERE IS A GLITCH?
Do problems ever come up with this process? Absolutely they do.
The most common issue we experience is the service request and the actual problem at the site is not the same! We often can recognize this issue before we dispatch. Then we contact you, by phone or email, to be sure we understand what service we are dispatching.
This miscommunication sometimes happens because your person at the service location probably is not a telephony-experienced person. Then his request gets translated through you to us. Once our technician gets to the site, if he finds something amiss he is instructed to contact his office or us to get further direction. Again we turn this around promptly.
So what happens when our technician arrives at the service location, fixes the problem, and then is asked by your local contact to do some other work? Our instructions to our subcontractor generally are to do nothing other than what has been defined on the Service Order. If it is minor (meaning very little expense), our local technician sometimes goes ahead and does it. We rely on common sense and good judgment in these situations. If you do not want this to occur, we will see that it does not happen.