Equipco Division Philps Corp

Review: We contacted the company a few days ago and said our fork lift would not stay running once started, they sent a repairman out to do a service call, adjusted the carbarator and said it was fixed. Two days later it still was not working properly so we called them back. They then sent out a repairman to service it. He did some testing on it but said he was unable to fix it or do anything with it because he did not have the tools/parts that matched our equipment with him. The company has all relevant information for our machine including make, model, and serial number, however, they sent the serviceman out without any tools/parts for it. So we are paying for their serviceman to be here when he has no equipment to fix our machine. It was a waste of our company's time and money to have to pay someone to come our sercice our machine if they do not bring the proper equipment.Desired Settlement: We will definately be disputing any invoice we may get regarding today's vist 10/23, and possibly disputing the invoice from the first visit on 10/19 as the machcine was clearly not fixed right the first time.

Business

Response:

We received a service request by the customer. We dispatched a technician and when he arrived he found the problem was intermittent. The tech made some adjustments to the fuel system and departed. A week later, we received a second service request for the same symptom. We dispatched another technician and he discovered that unit would need some major repairs. Our customer was dissatisfied with these findings. Subsequently, a complaint was filed with you on October 23, 2015.After receiving the complaint in the mail, I immediately contacted the customer to arrange a meeting with them. On November 4, 2015, I personally went to meet with them to discuss their dissatisfaction. I visually inspected the equipment and confirmed the opinion of the second technician. At that time, I agreed to credit the two service invoices since I feel the customer realized no value for the service performed. The customer felt this was very fair and requested that a sales representative from our company make an appointment with them to discuss the options to replace the unit. It is my opinion that the customer was satisfied with the outcome of this meeting and I consider this situation resolved. I have credited the invoices and the sales representative has contacted them. We look forward to working with them in the future. Have a great day!Regards, Mark A[redacted]