|
Below lists the Customers Bill of Rights, it is the policy of Pacific Coast Expert
Networking to emphasize the rights of the customer and enforce these unalienable
rights with the employees.
- Right to Plain English
-
It is very easy for a technician to take advantage of a customer by talking technical.
At Pacific Coast Expert Networking, it is our commitment to ensure that the customer
is informed and understands what is going on. It is our belief that if the customer
knows what is going on, they can make more informed choices.
- Right to Know
-
It is every customers right to know what is going on. Be it from time constraints,
system workings, parts or software, the customer has a right to know what is going
on. Our technicians will explain in everyday language what is going on so that they
can understand what is happening with the machine. Also, as part of the users right
to know, it is expressly noted that all reports will be given with clear and concise
information so that the customer can ask alternative technicians if the process
was handled correctly.
It is also the customers right to just have it work, since explaining the current
situation will delay the process of correcting issues, the technicians will assume
the concept of expediant repair. It is up to the customer to request, from the technician,
the information as to what is going on. On many occassions, it takes time to analyze
the system to determine the reason for the malfunction, during this time, the technician
is obligated to inform you of what he is currently investigating as a possible issue.
- Right of Privacy
-
It is the customers right anonymity about their situation and systems. As such all
information is kept strictly confidential unless the client has agreed to disclose
their situation. This disclosure can be rejected at any time and it is the duty
of all Pacific Coast Expert Networking staff to respect that right.
Any information on the computer is also considered as private and confidential and
as such shall not be viewed by the technicians unless the technician finds that
the issue lies within the clients personal information. If this situation occurs,
then the technician is obligated to not disclose the contents of those files unless
subpoenaed due to legal issues.
Unfortunately, for business workstations, it is the right of the employer to know
what is currently on the system and as such, the employer might request information
as to the condition of the system, what was done to the system and what is on the
system. In the event that there is a conflict with this right of privacy, the right
falls under the employer, not the employee, and if the employer requests the information,
a full disclosure will be given.
- Right to Refuse
-
It is the customers right to refuse continued support or services and as such, it
is the obligation of the technician to leave the premises. However, in this event,
the time that the technician was there will be billed to the customer and since
the job was incomplete, there is no warrenty to the work.
In the event this right is taken in a business enviroment, the technician is obligated
to approach the employer, explain the situation and the events that have lead up
to the current situation. It is the employer who is given the ultimate right to
refuse services rendered.
- Right to Purchase Parts
-
It is the right of the customer to purchase the required parts from the local store.
In this event, it is the obligation of the technician to give the exact specifications
to the customer and the estimated price of the device to the customer to allow him
to purchase the item on their own. However, it is up to the sole discretion of the
technician to continue to stay at the location while the customer retrieves the
item. All additional time will be billed to the client, it is also the obligation
of the technician to continue alternative repairs to the system if it is possible.
- Right to Keep Parts
-
Unfortunately, we have all experienced a service technician who has told us we have
to replace a part when we thought that the part was perfectly fine. This is our
way of allowing our customers to verify that the part is bad, by taking the part
to another technician, they can then verify that the part is truly bad.
- Right to Documentation
-
After any changes to the system are made, the customer has a right to the information
as to what has been changed in the system, and the documentation as to how to use
it. As the senior technician, I have seen way to many times when a wireless network
has been installed and the client does not even know the password to the system
or the router in case they choose to change something or get another technician.
We want our customers to feel satisfied with the level of service given to them,
and we do not want them to feel trapped into a commitment with us because they do
not know the passwords.
- Right to Alternative Solutions
-
It is the customers right to hear alternative solutions to the current issue, it
is also the right of the client to know why the alternative solution is not recommended.
|
|