May2018

Making service calls………

At T K Garnhams, we realise there is never a good time for one of your appliances to go wrong. We all lead busy lives, and having to wait at home for an engineer to call is not ideal.

When we need to be called out, we will do what we can to work with customers to ‘soften the blow’ of having to be at home. However, ultimately we will need to gain access to a property to be able to help. Without access, there is nothing we can do.

Due to the nature of our work, we don’t know whether a service call will take 2 minutes or 2 hours! With that in mind, we have to allow the engineer a period of time to be able to call, as opposed to a specific time. This is unavoidable I’m afraid. Beyond that, we will do our best to accommodate school runs, phoning en route, etc – but those requests must be instigated by customers to see what we can and can’t do.

It hasn’t gone unnoticed that a couple of our recent reviews were critical over this issue – hence this post. We do not want a dissatisfied customer, and for the most part comments we receive are complimentary as the reviews on Facebook and our website will prove.

At the end of the day, our role is to help customers. If we can work together to arrange an appointment, then we will do our best to get an appliance back up and running again. For that to happen though, we do not to get our foot in the door.

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