Computek Warranty

This service call with the customer was provided under the warranty terms falling under the contract our company has with extended warranty company. We were not hired by the customer, we are assigned service calls by the warranty company. This is the main line of our business. On this particular service call we had to refuse the service due to the unreasonable rudeness of the customer. By the terms of the warranty calls, a TV unit has to be down from the wall mount and ready to be serviced by the time of technician's arrival. This did not happen at the first day visit of the service when we could verify the TV of Mrs*** needed back lights replacement. Customer and technician agreed that the following repairs could be done at the customer's home upon delivery of needed parts, and the customer informed that the next visit would take place on April 3 when her spouse would be home to make the TV ready for service. We tried to contact the customer asking if there was any change in dates. The only requirement and condition needed to finish repairs was having TV down. But the customer could not respond whether the TV would be ready and also requested the early morning repair which was not open time due to the schedule of our company and the customer was informed about it. The customer changed her tone talking to our employee and started harassing, being extremely rude and did not want to cooperate. There is no need to give a literal phrase to phrase explanation how customer showed herself in the situation, and since we could not meet the requirement of early morning service, we had no choice but to contact the warranty company and ask the service call with the customer to be reassigned to a different service center since we could not satisfy the request. We have a choice to service the call or not under the contract with the warranty company, and we informed our partnering warranty company about the reason of our decision to refuse this service call due to how rude the customer was. We value our employees, and each of them undergo the background check, and the technician who had a chance to service this call has been working with us for a long period and is extremely polite and stays professional under any circumstances. We could not allow our employees to service the customer with such an inadequate behaviour.
On complaint about technician: “technician hit on customers as well”. Acquisitions like that should be addressed to police not to Revdex.com, unless and more likely this is just sick fantasies. If this happens, first the management should be notified, as well as authorities to prohibit this person from returning to their home. In this case Mrs. could not wait for technician to return and was very upset when he could not do that on an immediate request. Statements like this were triggered by the fact of refuse to service due to the rude behavior, and we see it as a willing of revenge. Computek been servicing central Ohio customers for 25 years day and evening hours at our office and customers' homes, it is not our judgment who they are and what moral standards they have, but we reserve our rights to not service people with conflicting behavior and our rights to protect our good name and get compensated for false statements!