First ANGRY Customer...

[dnkies]

Hi Guys,

I have a question for you all because this is my first time dealing with an upset...I mean ANGRY customer...

I did a two chip repair for this lady 3 weeks ago. The repairs were nice jobs as I recall and nothing seemed out of the ordinary.

I received a phone call from the customer today and she was P-O'd because one of the chips has apparently started cracking out. I have not yet had the chance to go and inspect the crack but I wanted to get some advice as to how to handle the situation.

The job was an insurance pay job for Allstate and I have not yet received the $54 check for the job.

How should I handle the situation? I was thinking of giving her the $54 to put towards her $100 deductable if in fact the crack is from one of the chips I repaired. I want to do the right thing so any input from your experiences is greatly appreciated.

Thanks

[kennycrane]

I would first acess the situation to determine what went wrong. Assuring the customer that you will do all that you can to assist. If it is indeed beginning to crack fix it. Problem solved. If it is confirmed that the repair was not successful, and cannot be repaired contact Safelight and let them know that the repair failed giving them of course your referral #. They wil stop payment, it usually takes 2-3 weeks for them to pay you so stopping the payment should not be a problem. Would indeed though try and figure out what you did wrong so as to prevent future outbreaks.

[candyman]

If you cant fix the repair, contact the TPA. Its too late to stop payment. they will deduct the fee from the next job they assign you. Do not give the customer a refund since you went through the TPA. You should have had a disclaimer signed by the customer. Things happen. I had one repair that held and the customer called SGC and stated my repair failed and the customer got a replacement. Upon investigation I discovered that the customer got another rock chip and needed the glass replaced. SGC deducted the amount from my next job plus an additional processing fee. I am still a little angry about that.