W & W Telephone

Hello,W&W Telephone Co., Incalways strives to maintain a good working relationship with our customers. The case in question here is an example of part of our philosophy to make informed decisions our how best to service equipment under warranty or not.We generated a service ticket
on 3/18/2015 requested by ***. On 3/we dispatched a technician to resolve the issue. We did inform *** there would be a charge of a 1/service call. My service manager has the rates he agreed to with *** on his notes from the initial call. She was not happy about it but agreed to have us out.Few service companies would tell a customer to send a piece of equipment to a manufacturer for repair without diagnosing the issue onsite first. The few instances we have done it in the past had a high degree of results in us misdiagnosing the problem remotely. A dead phone can be the result of a defective unit (which it was in this case), a bad cable, a bad jack, someone pulling a jumper in the equipment room off, ect... When we send something off for repair, we have to know it is broke.I have reviewed this case and find no fault in how we handled the request. We even left a loaner phone onsite so they would not experience a service interruption.Per our quote/invoice we included all installation labor, plus days post install labor coverage.The invoice also clearly states all *** equipment carries a five year factory warranty.Our first service call onsite for this matter included a $premise visit and a 1/hour charge (which we do only in rare cases the first hour of a site visit). For the service we performed this very reasonable. We knew, through troubleshooting the issue, we were sending a phone off for repair that we knew beyond a doubt would come back repaired. If we hadn't done our job right, that phone could have been sent off in working condition because a jack or cable was out.To pick up our loaner and verify the newly repaired phone worked, we charged only a premise visit on the second trip, plus shipping fees (they would have paid regardless) to make sure everything was in order for the customer.I have included our invoicing as reference with this response.Thank you,Dennis W***W&W Telephone Co., Inc.Sales Manager*** *** * *** ***