On-call repair of a constantly screaming smoke alarm
On a warm and peaceful June evening, a woman was spending a quiet evening at home. However, her pleasant time was interrupted by a sudden startling noise. The smoke detectors connected to the automatic alarm system of the house started to howl. The woman was, of course, at first startled to find out whether her house had caught fire.
After a quick check, there was no sign of a fire, but the alarms were still blaring. Normally, the smoke alarms can be switched off by removing the battery at the latest. The system at the woman's home was more complex, and connected to a larger automation system. As a result, she was unable to turn off the malfunctioning alarms herself. The nerve-wracking wailing had been going on for dozens of minutes. Neighbours were already coming to wonder about the noise.
At around 21.02, the 24 Center Customer Service Center received a call from this woman. The customer service representative recorded the alarm system information as well as the customer's information. She promised the customer that our automation installer would get the sound stopped and the equipment fixed. The relief when the wailing stopped was immense.
A friendly installer came around. 30 minutes after the call. The noise was quickly brought under control. The customer's relief when the wailing stopped was immense. To top it all off, the installer asked the customer if there was anything else he needed to "fix". For the same price and effort, the light switch in the toilet, which had been acting up for a long time, was repaired.
24 Center's invoice to the customer was:
Labour contribution: 436,00e
Alert premium: 267,00e
Total: 703,00e
On a scale of 1 to 5, the customer rated the customer service representative 4.00 and the installer 5.00. "Friendly and competent installer."
