Poor service - Geyser SOP
| Geyser - SOP | |
| Poor service | Customer facing same issue >> we will pitch for revisit |
| Issue still there after revisit | We will create SME revisit >> If Issue not fixed after SME revisit >> We will initiate a full refund if the booking amount is under 2000>> For amounts above 2000, we will create a new booking. |
| SME slots not available | We will initiate a full refund if the booking amount is under 2000. For amounts above 2000, we will create a new booking. |
| New issue on revisit | If a new issue arises after a revisit and is confirmed by the partner, the customer will bear the cost. If the customer insists, we will send an SME (Subject Matter Expert). If the SME also confirms that it is a different issue, the customer will be responsible for the cost |
| Note : - IMP | *If the customer is adamant about getting the issue fixed, we will create a new booking for the customer and will not push for refund. *A minimum of two visits is required: Example 1: If a revisit and SME revisit have already been done, we can initiate a refund. Example 2: If the revisit has not been delivered, we will create an SME visit. If the issue occurs again, we will initiate another SME revisit |