ABCO & Associates

Customer is partially correct In his complaintHe was under a service contract dated December first that he had not yet paid for Under the terms of the contract all parts and labor for any repairs were coveredWhen he called on 12/25/he did not get an answer and had to call another
company to get the work done.The explanation for the lack of response was a problem with our telephone systemOur phone equipment supplier programs our phones to transfer to an outside operator on weekends, at night and or on all holidaysFor some reason there was an error in the programing and the calls on 12/25/were never transferred and went to our office which was closed for the holidayAs a result the technician never got the service call This was not our fault but it was clearly our responsibility to do our best address the problem that resulted from the errorIn order to correct the problem we refunded to the customer the total cost of the repairs that he had paid for which was due under the terms of the contract In addition we refunded him the cost of last year s contract which we were not required to do but did so to make up for the problems that he had on Christmas dayIn summary, therefore, he got the service work done at no cost to him plus a refund of $on a contract that covered him for a year and had already expiredHe did not pay for the contract that began December first of 201S.Every company and individual makes mistakesThe measure of the company it how they respond to those mistakesWe think that we responded well.Raphael A.President

Customer is partially correct In his complaintHe was under a service contract dated December first that he had not yet paid for Under the terms of the contract all parts and labor for any repairs were coveredWhen he called on 12/25/he did not get an answer and had to call another
company to get the work done.The explanation for the lack of response was a problem with our telephone systemOur phone equipment supplier programs our phones to transfer to an outside operator on weekends, at night and or on all holidaysFor some reason there was an error in the programing and the calls on 12/25/were never transferred and went to our office which was closed for the holidayAs a result the technician never got the service call This was not our fault but it was clearly our responsibility to do our best address the problem that resulted from the errorIn order to correct the problem we refunded to the customer the total cost of the repairs that he had paid for which was due under the terms of the contract In addition we refunded him the cost of last year s contract which we were not required to do but did so to make up for the problems that he had on Christmas dayIn summary, therefore, he got the service work done at no cost to him plus a refund of $on a contract that covered him for a year and had already expiredHe did not pay for the contract that began December first of 201S.Every company and individual makes mistakesThe measure of the company it how they respond to those mistakesWe think that we responded well.Raphael A.President