Tradesman uses a flat rate pricing system that is popular and well received by most of our customers. Once the repair task is determined and quoted there are no additional charges. If it takes the technician longer to perform the repair or if the parts are not on his truck and a trip to our warehouse or supplier is needed we stand by the quoted price. There are however situations where more time is needed for a proper diagnostic. We then refer to the following procedure.
- When service is required to diagnose equipment due electrical failure, the problem is most often found within 20 to 30 minutes of troubleshooting.
- When the tech realizes that this is a difficult diagnosis that will require more time, testing and maybe even a little help from a senior tech, manufacturer tech support or online research, it is time to have a discussion with the customer. That discussion goes something like this. “Mr. Customer it looks like this is a bit more complicated than a traditional problem so I wanted to make sure I let you know what I need to do. It will take more time and testing but I believe that we’ll still be able to take care of this. The additional cost of diagnosing is $25/Quarter and I’ll do my best to keep my time as short as possible.
- If after an hour the problem is still not found and more time, tools or help is needed we will have another discussion with the homeowner. In these cases it is nice to have some history of previous service to make an assessment on the true value to continue with the diagnostic. It is also prudent on our part to advise you the customer that it is not our equipment and we are simply only responsible for doing our absolute best to find the problem and offer solutions in a fair and sensible way. You should never have to pay for something twice if we make a mistake.
All of our technicians have 24 hour access to a Tradesman Senior adviser within our group. We pride ourselves in providing cost effective solutions for even the most difficult technical situations.
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