Our first in over six years. This week saw a first for FTS. Yes, an email complaint, sent very late one evening. If I could have responded at the time, I guess I might have been very unprofessional! However to date, I have not replied as I think it was just that they didn’t like being asked to pay their account after 3 months …
A First for FTS – A Complaint
This client contacted us in November 2014 asking for quotes for PAT Testings, a Fixed Wire Inspection and Fire Extinguisher Servicing. They explained that it was quite urgent. I rearranged my schedule to go and carry out a free, no obligation inspection and provide the relevant quotes, which we did in less than 24 hours.
“Taking pictures of the circuit boards would allow me to count the relevant number of circuits and provide the quote for this requirement!”
I also noted that even though we had been asked to quote to service the extinguishers I explained that they were not due for service for a further 8 months. Once I had completed my survey, I returned to the office and sent both the quotes for the PAT Testing and Fixed Wire Inspection.
Even though the fire extinguishers were not due, I still provided a service quote. A couple of days later, I received a call from the client, stating that they would like to go ahead with the testing. On arranging the date, I confirmed in writing for both the PAT Testing and Fixed Wire Inspection. On the day of testing, we completed almost everything, but there were a number of issues which were deemed extremely dangerous.
In short, the remedial work that would be required to bring their premises up to standards would take at least 7 days. So two days later, we sent the report for the Fixed Wire inspection which needed urgent attention.
Now, both reports were sent and included pictures of the dangers along with the relevant invoices. Well, 3 months later, we still had not been paid so along with interest and late payment charges, we requested the full payment.
I soon received a request from said client asking if it was possible for them to pay in instalments as they had a lot of big expenses over the past few months. I thought about it, but as no payment had been made for 3 months – and we had been told it was going to be paid on two other dates – the request was declined.
That’s when the complaint arrived in my inbox, claiming the engineers had a “lack of experience and professional sense” to provide the service requested.
It was also made apparent that they did not want the ECIR report. However with a written confirmation why did they not cancel 10 days before and also why did they not cancel on the day? It appears that in this instance, our professional service did not appear to be good enough for this client, as they think that we are not treating them in a fair business manner.
“Sorry, but I think waiting 3 months to be paid is being fair!”
On a positive note, for one customer last week, we carried out the testing at 9.30am on the day requested, sent the invoice the following day and it was paid that afternoon, so the reports were sent! The response from that client was “thank you for your professional service and prompt sending of the reports!“
Oh well, you can’t win them all I guess; but one complaint in 6 years isn’t too bad. I would still have preferred it to be zero!
Until next time …