I always loved the calls like that. So, they sat there with a un repaired piece of equipment . That they paid the repair bill for. But it didn't work and they were to busy to pick up the phone and call?I got a call a couple days ago and the the lady said that I fixed their HVAC system two years ago but it's been doing the same thing. I asked when it started this time. She said that it's been doing the same thing since last time I repaired it. So I looked up the old invoice to see what I had done. Replaced fan motor and bad fuses. So the unit was not running when I went two years ago and hasn't run since? I asked. And you waited two years to call me? She said that it didn't seem like it was that long ago.
I don't miss field service one iota!
Worked for DoAll for 3 years and had a few people who would claim we didn't fix their machine and called weeks or months later to complain. My question was always , What were they using to cut or grind with for the time. That their bandsaw or surface grinder was down? Usually, if I asked the operators . The truth would come out. That the machine had been fine until the day we got the call!
98% of the customers were honest and if there was a problem with a repair. We heard about it asap.