→ When to send a service agent (installer)

Occasionally, we will be required to send our locksmiths out to deal with a lock issue. The below will explain more with regards to when we should send locksmiths and how.

We should only send locksmiths when 3 types of cases occur - urgent cases, heavy cases or rare cases.

Urgent cases:

Examples:

1. Door lock is not unlocking, there is no other way into the property - Customer is locked out of the property
2. Door lock is not locking and they have kids etc that they are worried about their safety

Heavy cases:

Examples:

1. Customer is very frustrated and angry
2. Customer is complaining and mentioned that they will be complaining to Bunnings/ Ombudsman or writing a bad review online
3. Customer is demanding for a locksmith to be sent out

Rare cases:

Examples:

1. It is a problem with a lock that we have not seen before
2. Even though we have done troubleshooting and believe that there is an installation problem, customer is saying that it is a product fault and wants it fixed at our cost - We will send a locksmith if customer agrees to below conditions.
a. If locksmith finds that it's an installation fault, the customer pays for the service cost 
b. If locksmith finds that it's a product fault, DDL pays for the service cost

Note: Send the Docusign Service Agreement to the customer and the customer needs to send it back to us with their signature

HubSpot Snippet: #Locksmith request