Everything in the customer's complaint is correct. The customer never voiced their concern to the company directly, but chose to go to the Revdex.com instead. If the customer was unclear on the information communicated, we could have clarified it for her. As the customer has indicated in...
writing there was a problem when our technician was onsite and the technician repaired said issue. The customer now has another issue several days later. The customer is ASSUMING that the problem is the same issue related to the repair performed by the technician. The ASAP customer service representative was just informing the customer that if the issue was NOT related, that there would be a charge. That is a valid and true statement. Until the technician was onsite we could not verify what the root cause was for the issue she was experiencing. On the initial visit, the batteries in the [redacted] booster (not fire alarm panel) were replaced. This resolved the issue on the initial visit that the customer was charged for.Since that time, ASAP Security has sent a technician to the site on June 8th and verified that the root cause of the current issue is a bad fire alarm panel (not [redacted] booster). Currently the display on the fire alarm panel is not operational and the battery charging circuit is not functioning. Therefore, when connecting new batteries to the fire alarm panel, the system will stay normal for the period of time until the batteries are discharged. Once this occurs the panel will indicate a low battery condition. Further, this fire alarm panel would not respond to programming commands or remote communication. This issue is NOT related to the repair work that ASAP performed on the initial visit, and thus SHOULD BE billable. However, ASAP has scheduled a technician for tomorrow morning (Friday June 10, 2016) to replace the fire alarm panel at no cost to this customer.So in summary, this complaint could have been avoided if the customer would have voiced their concern to the company. However they did not. Further, to resolve the issue the customer is getting a FREE fire alarm panel and FREE Service even though the issue is not related to the work previously performed.
Business has since sent a tech out to trouble shoot the issue and it is our understanding that they will put in a new box/system to stop the problem at no cost to us....if this is the case then we consider the matter closed if they follow through with this action and the action indeed STOPS the problem.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Everything in the customer's complaint is correct. The customer never voiced their concern to the company directly, but chose to go to the Revdex.com instead. If the customer was unclear on the information communicated, we could have clarified it for her. As the customer has indicated in...
writing there was a problem when our technician was onsite and the technician repaired said issue. The customer now has another issue several days later. The customer is ASSUMING that the problem is the same issue related to the repair performed by the technician. The ASAP customer service representative was just informing the customer that if the issue was NOT related, that there would be a charge. That is a valid and true statement. Until the technician was onsite we could not verify what the root cause was for the issue she was experiencing. On the initial visit, the batteries in the [redacted] booster (not fire alarm panel) were replaced. This resolved the issue on the initial visit that the customer was charged for.Since that time, ASAP Security has sent a technician to the site on June 8th and verified that the root cause of the current issue is a bad fire alarm panel (not [redacted] booster). Currently the display on the fire alarm panel is not operational and the battery charging circuit is not functioning. Therefore, when connecting new batteries to the fire alarm panel, the system will stay normal for the period of time until the batteries are discharged. Once this occurs the panel will indicate a low battery condition. Further, this fire alarm panel would not respond to programming commands or remote communication. This issue is NOT related to the repair work that ASAP performed on the initial visit, and thus SHOULD BE billable. However, ASAP has scheduled a technician for tomorrow morning (Friday June 10, 2016) to replace the fire alarm panel at no cost to this customer.So in summary, this complaint could have been avoided if the customer would have voiced their concern to the company. However they did not. Further, to resolve the issue the customer is getting a FREE fire alarm panel and FREE Service even though the issue is not related to the work previously performed.
Business has since sent a tech out to trouble shoot the issue and it is our understanding that they will put in a new box/system to stop the problem at no cost to us....if this is the case then we consider the matter closed if they follow through with this action and the action indeed STOPS the problem.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.