Norton Air Conditioning Ltd

? Customer called Thursday 22nd July 2021 asking for an engineer to attend as her AC was leaking water. ? Explained that we were very busy, but we had an engineer on Friday (23rd July) attending several breakdown calls and we could add her to his workload. ? The customer did advise that she had appointments both AM and PM when she would not be in ? At 15.16 we received an email with all contact information and advising us that she would be out between 10.00 AM and 11.30 AM and 13.40 PM and 14.45 PM ? Unfortunately, our engineer’s day did not go to plan, and he would have arrived at site whilst customer was out both AM & PM ? On Friday I was on an online course until 12.30 our phones were being answered by another staff member ? At the end of the course, I noted an email from the customer timed at 10.52 stating “that no one had been and if she does not hear from us within one hour she would go elsewhere” ? As the time was now 12.30, we assumed that the customer had done just that ? We can only apologise for not attending but as the customer was out this was beyond our control ? Again, we can only apologise for not contacting her to advise it would be difficult to attend given the times she would be out As a footnote to the above we note that the email was sent during a period when she stated she would not be at home We also did not receive any phone calls from her