Common Escalated Tickets
Always approach the tickets depending on how the case was handled.
Always get information from the technician and the customer
Learn what is being asked or requested
Do not assume and do not provide a resolution until all attempts to probe is exhausted
Documentation is important
Incorrect Inspection Reports
If a customer claims that an incorrect inspection happened
We will initially side with the technician and trust their inspection notes and back them up with our 90-day service guarantee
Repairs done by the customer based on our inspection will not be honored.
If the customer is disputing the work made two options are available
Proof from another inspection indicating another report
Proof from another technician to complete an inspection (note that a payment is required if the same outcome is produced)
Damage to the property, hardware, or installation
Request documentation from the customer to be sent to support@puls.com (Documentation would refer to any pictures & damages showing the damage done)
Notify and request feedback from the technician or any documentation in writing telling previous damages or pictures showing work before and work after
Review carefully and if the situation calls for a dead-end always side with the customer if the technician cannot provide any supporting documents
Be very careful with the resolution and make sure to take all things into consideration
Special Case on Damage (They should be handled with top urgency, and should be broadcasted immediately)
Leaks - Advise to shut off the source of the leak
Falling Off - Check if the hardware can be placed down safely
Burns - Cut off any electric source to the material
These matters are handled delicately so if you are unsure make sure to tag a lead
Damage to the appliance or the hardware installed or repaired.
If the customer reports damage done to the appliance or the hardware being installed
Cosmetic
Damages made to the unit/hardware which does not affect the functionality. Scratches, burns, bending, holes, stripped screws, warped or deformed exterior
The same application or response will follow the steps on the damage to the property, hardware or installation
Side Jobs
Proof of payment is requested from the customer to be emailed to support
Notify the technician and request a feedback
Alert the M.O.D. on the side job
File a T.I.R.
We will strictly not be liable for any work where payments were made outside of Puls but thoroughly review the details of the appointment first and determine what caused the payment to be done outside and not through the system
Repairs Not Working
If the customer reports that a service was not done correctly please proceed with a guarantee process first
If a customer insists on a refund, notify them that we wont be able to unless we go through a guarantee process first