PhoneGuys Voice & Data Systems

This customer bought a refurbished phone system that carries a one-year warranty against defects on the hardware.   The customer does not have a service agreement to cover any needed labor to maintain the system - we do offer full service onsite labor warranties, but this customer does not...

have such an agreement in place.   When the customer reported a problem 3 months after installation, we set an appointment to troubleshoot the problem and our tech was dispatched for an agreed meet time of 8 AM at her office.   Our tech was onsite at the appointment time (with a replacement hardware unit on his truck in the event it was a hardware issue) and the customer did not show up.  Our tech waited for 2 hours until 10 AM before giving up and leaving.  A total of almost 4 hours of productivity was lost due to the customer's failure to keep the appointment, as their office in San Bernardino is 62 miles from our office.I spoke personally with the customer after this and explained to her that while she has coverage on the equipment, the hardware warranty does not include labor or travel/trip charges and that she would have to pay for any necessary labor and the associated trip charge.   I also explained that she would need to pay a trip charge for the missed appointment.   She agreed to these terms and we replaced her phone system unit and reprogrammed the system to her requirements.   Due to the fact that she was early in her warranty period, we waived the two hour of lost labor time on the first call, and one hour of labor on the second call.