Accidental Property Damage
Procedure and information regarding damage to customer property or belongings:
We understand that accidents happen to the best of us, sometimes it’s unavoidable. In the event that we damage customer property or belongings, we will take steps to repair or replace the damaged items in question.
· You will need to notify a manager.
· You will need to take pictures of the damage in question.
o Name plates.
o Brand name.
o Serial Numbers.
o Identifying features.
· You will need to collect information on the damage in question.
o What is it?
o How was it damaged?
o Is it repairable? Or does it need to be replaced entirely?
o What information can the customer provide?
· You will need to inform the customer (politely and regretfully) that you unintentionally damaged property or belongings.
o Reassure the customer that we are fully insured.
o Reassure the customer that we will do our best to restore/replace the items or property that we damaged.
· In the event that the customer calls into the office and files a complaint that we (you) damaged property or belongings during their (your) service visit, we will dispatch a QC/Warranty technician to assess the supposed damage.
o Based on what the QC technician finds upon seeing the damage in question, we will then determine the likelihood of you causing it.
Recompense:
· A manager will decide if a deduction is necessary for the situation.
· A deduction can/will take place regardless of the accident’s avoid-ability to begin with.
· In normal circumstances, you will be deducted up to $500 of the repairs.
o In extensive circumstances where excessive negligence was found and determined to be the primary cause of damage to property or belongings, a manager may decide to deduct the entire cost of repairs.
· You will be notified of any deductions.
· In most cases you will be able to pay off deductions over a period of weeks rather than all at once.