Unfortunately you get those idiots (both people and companies) who cannot accept when honest mistakes are made, or circumstances change what is possible. Several years ago (when we had the snow that caused over 2,000 car to be abandoned around Basingstoke) most of the clients we had to deal with were very understanding (Waitrose, for example, told us that if they saw an engineer they would be happy, but if not, they understood and would not invoke penalty clauses). However, Morrisons quoted the letter of the contract, and did invoke those clauses. Once things had settled down (weather wise, that is) all the engineers were given instructions to thoroughly inspect the suspect equipment on any Morrisons call prior to carrying out any work, and if the call could have been resolved by a technical phone call, to phone it in. Morrisons had a policy that, once the telephone had gone down on a fault logging call, they would NOT call the store back, but to call in their service company. Morrisons got hit by a lot of chargeable calls from then on in, and (as far as I am aware) we did not tender when the contract came up for renewal.
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