wasted callouts

[smeghead]

hi all
had 3 callouts this week where the client wasnt at home when we arranged to call- they dont even ring back that day to say” sorry, we had an emergency, or forgot that you were coming.”
We turn up as requested, find no one there, stick our call card in their door- then we here no more!! dont these p***** realise it costs money to send an engineer out. 😡
Were now having to ring non regular customers before calling out to make sure there at home.
I can now understand why some bigger companies want your c.card number before calling out.
Im thinking of billing them for a wasting my time. Does anybody do this with success,
clive

[leavemetogetonwithit]

Re: wasted callouts

I keep a mental record of time wasters for at least a year or two, and add something to the bill if they call me again.
Mike.

[lee8]

Re: wasted callouts

My time waste today was actually home.

I get a call Bosch Dw no drain, so I call and yup not draining.

Pull out and find cover at rear removed, check hoses, no blockages etc.

Go inside cavity, remove filters etc and find the pump impellor exposed.

I ask for the cover as the pump is no making a fountain out of a mole hill 😆

Oh, we had somebody out a few weeks ago to unblock it, I think he put it back, would it have worked without it as its been fine for a few weeks.

No it won`t, did you remove it.

I don`t think so.

Ok well the pump is not damaged and is turning, it won`t drain until the cover is on, so I`ll charge you my call out and time and if you find cover just click it back or if you cannot find it, let me know and I`ll order you one.

There reply why do I have to pay then if its only the cover :rolls:

Sometimes I wished they wouldn`t phone me.

Why they never called the other guys back I don`t know, but I guess they broke the cover anyway and the pressure flew it off, Mr Husband decided the last guys charged too much for unblocking it and decided to do it himself, thought the plastic piece was the problem and threw it away.

The numpty.

[Specialist01269]

Re: wasted callouts

Don’t you just love customers, went to 1 yesterday booked for 8.30 a.m no 1 home so left a card, phonecall from customer 10.30 to say she had to go out but would be back after 12 noon so re-booked for 1.30. When I get there once again get no answer so phone the customer on her mobile to be told she had met friends & decided to stay in town for Lunch. No prizes for guessing my answer when she asked me to call back after 5 p.m 😡

Andy

[pup]

Re: wasted callouts

Specialist01269 wrote:Don’t you just love customers, went to 1 yesterday booked for 8.30 a.m no 1 home so left a card, phonecall from customer 10.30 to say she had to go out but would be back after 12 noon so re-booked for 1.30. When I get there once again get no answer so phone the customer on her mobile to be told she had met friends & decided to stay in town for Lunch. No prizes for guessing my answer when she asked me to call back after 5 p.m 😡

Andy
you did go back after 5 😀

[Specialist01269]

Re: wasted callouts

Yep of course I did 🙂 well in her dreams anyway 😆

Andy

[leavemetogetonwithit]

Re: wasted callouts

Next time she calls, (when she’s forgotten about what you said to her 😆 ), tell her you will call once you have received payment for the two previous calls plus advance payment for the one you’re about to make.
Mike.

[gandh1]

Re: wasted callouts

we have a naughty book 😀

names address and known phone numbers.

fed up with late payers, absentees, and customers who complain you didnt fix the machine because something else (unrelated) went wrong 3 months later with the pile of 😯 they bought from currys…

[Specialist01269]

Re: wasted callouts

Good like that are’nt they. You go out to replace the on/off switch, 3 -4 months down the line you go to clear a blocked pump & they blame you cause your the only 1 ever looked at it or give you the 1 about it’s never worked right since your last visit but we thought we would give you another chance 😈 Anyone know the number of a good Shrink? 😆

Already got her in the book Mike & sending a bill out on Monday :rolls:

Andy

[lee8]

Re: wasted callouts

HAd the Kenwood call replace fan element, customer states the cooling fan noisy now not working.

So I strip it out, Gas rail in way, etc. fan out of mounts, so reinstall everything and try it, all working, gave client the bill, she pays plus the extra £10 for sorting the fan, hands the money and

Yep the fan starts grinding and noisy.

So I disconnect and tell her I`ll get a price to replace fan and won`t charge fitting.

Now I price the fan, I get it from connect for £30.00, it retails on all the sites for £70.00.

So I ring her quoted £75.00 for fan no fitting charge. Her reply, I can get it from the Internet for less are you charging fitting.

No I`m not, how much can you get it.

£68.95 from partmaster.

Ok you buy it and I`ll charge you my callout to come and fit it.

I`ll ring you back.

So far haven`t heard a thing.

I`m sure now I`m the big bad over priced demon. 😥

I understand the crisis, but I`m not working for free so others can save.

[Specialist01269]

Re: wasted callouts

Hey Lee: That’s where we all go wrong mate: We expect the customers to pay us for repairs & not us pay them for the experience.
Ho Hum I seem to be getting cynical 😆

Andy

[lee8]

Re: wasted callouts

Had phone call from the Kenwood client.

9.20pm Sunday night, I just opened the 2nd bottle of red when my mobile rings, I answer and its her, could I call on Friday to fit the Fan motor !!!!!

I try to explain that she needed to get back to me on Friday and I`d have to re order etc etc.

😡

[AMS]

Re: wasted callouts

I don’t think that second bottle of red did you any favours Lee. 😉

[funbobby]

Re: wasted callouts

i had one of these today really drives me nuts especially when no apology is offered do they really think we have nothing better to do?? has anyone ever invoiced for a wasted call out as im very tempted on this one due to his attitude? dont suppose would have a leg to stand on in reality.

[Cras]

Re: wasted callouts

call booked in on saturday between 10 and 12 asked if we could call later rather than the earlier spot as her husband likes a lie in on a saturday :rolls: so i decide to leave it till after 11 at 10 30 she rings to enquire where we are and i tell her il be there at aprox 11 45 oh thats no good she says i have to leave at 12 o clock 😕 i explain that i need half hour to check appliance so no point in calling or booking a time slot that allows me no time and we decide to change booking to 8 o clock this morning i arrive bang on time but nobody s in after waiting 20 mins i leave she rings later to enquire why we didnt show :rolls: when i told her i did but she wasnt in she says that the cleaner doesnt arrive till 8 30 👿 lord give me strengh 🙁 cras

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