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Delivered a new AW23 to one of my customers today, this is going in her rented property.
I recently went to her ISE5 & fitted a pair of carbon brushes.
When I saw her today she asked if its normal for ISE customers to get a phone call after the machine has been repaired?
Apparently someone contacted her to see how the repair went & was she happy with my service.Is Big Brother really watching me?
Re: Checking-Up?
Had the same thing. The phone call was from an insurance company. Looks like they are looking for non-existent jobs being claimed for.
Mike.Re: Checking-Up?
Yes. This does happen.
It has been said right from the very start that calls can and probably will be vetted for authenticity etc.
And, before anyone says anything can I just point out that on an initial pass that the insurers reckoned that there was approximately 6{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of all calls that were bogus, the customers did not place a service call.
I am sure you can imagine the response to such a thing being proven.
They are also looking for abnormal claim patterns and signs of recalls as well as solicitation. Basically, if you’re being a bad boy. 😉
K.
Re: Checking-Up?
They even contacted one of mine that is on a 1+5 contract.
TBH it has been a pain of a machine and does get some hammer, has had motor, drum seal, rear drum half, suspension units, brushes, repairs to heater wiring contacts at the PCB end etc, etc in the past four years. 😥
Re: Checking-Up?
kwatt wrote:approximately 6{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of all calls that were bogus, the customers did not place a service call.
K.
Are you saying some people are claiming for calls they have not even attended!, seems pretty desperate to me doing that.
Reminds me of the level of checking going on at Comet, once a week picking a days work and calling all 10 customers and asking them a list of customer satisfaction questions, totally over the top in my opinion but I suppose they thought tasking someone from lower management a days worth checking up on performing engineers was a good use of time and resources.
Re: Checking-Up?
boselecta wrote:Are you saying some people are claiming for calls they have not even attended!, seems pretty desperate to me doing that.
Yup, that’s exactly it.
TBH it’s not unusual, a lot of insurance companies and manufacturers will check such things on occasion.
K.
Re: Checking-Up?
Yes and Like when I was employed with manufacturers service, supervisors
following engineers around directly, so where you had 12 calls in a day the supervisor would tail you going into each job after you left, checking the job sheet with the customer, checking that indeed you had fitted that motor you just claimed ! checking that you had ordered the correct spares. It happened and engineers were uncovered for all sorts of various capers some even running there own business of the back of it. We had one engineer who could never seem to complete a days work as the rest of us could, the service centre would be on the phone to you late afternoon asking as you had finished or more or less had finished could you take a extra job or two as this guy had so much work on !Turned out that he liked to sit in a cafe until mid morning reading a paper with a large breakfast and then when it got to later afternoon would call up the service centre asking them to take some jobs back !!!
The eagle eyed supervisors staked him out over a period of weeks and found all this out as well as one or two other things, he was gone thank god, one bad apple and all that !
I can see why what has been described happens and if your doing the job right and to the best of your abilities you would have nothing at all to worry about.
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