A visit to assess our problem and recommend action
6.510
In my opinion our problems were not identified, the aerial was dismissed as being too old to work, the time was spent trying to sell us another aerial or system when it was easily possible (as we found out) to fix the current problems. Sales talk took us over the visit call out time, so we were charged extra and at the end we still had a problem which our neighbour later fixed. We wrote to ask for the extra to be refunded as not happy with the service. No reply, so sent an email, no reply. For the sake of an extra charge they have lost goodwill and gained a complaint.
Customer in
Winchester,
16 January 2012Response from Aerial Fix:
Contract states written reports only, no labour. Customer agreed, signed contract. Signal test or survey each up to one hour. No misunderstanding going over the hour it is marked in red. Customer instruction Test Aerial Signal. Customer stated problem not identified. Analyser witnessed by customer identified one multiplexes pass 5 failed entered in customers report.
Customer stated dismissed aerial to be old: I work to CAI code of practise, old aerial cable and diy splitter plus poor quality second cable. To improve signal only benchmarked aerial cable distribution amplifier required as minimum efforts on my part, a quick fix is not permitted.
Customer stated spent time selling other took over the hour: I recommended to her & husband over phone possible remedy firstly was Sky, Cable, no reward to me lastly Freesat or Aerial. My reward entered in customers report. End one hour.
Customer stated sent letter no reply: Recorded letter sent explaining instructions for two services required as to time. One hour 30 minutes, received by customer 22nd February customer paid happily made no comment to time. I undercharged the customer.Translation first service was one hour, the second service 30 minutes.
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