Emergency “After Hours” Service Support
New England Detroit Diesel-Allison provides after hours service support to the users of our products. We use an answering service to help determine which on-call technician is best suited to respond to our customers based upon type of product and service needed.
What can you expect when you call?
The first thing the answering service will do is understand your need/issue. After doing so they will take down your information and indicate that a technician will respond back to you. They will then contact our particular tech on call for the product you have indicated. Once they have contacted our tech. he/she will be given your name, phone # etc. who will then call you back to discuss your specific need and determine the best way of assisting. If the on-call tech is currently busy or unreachable, the answering service will then go to the next tech on the list and so on until they communicate with one to respond. If by chance you do not get a follow-up call back within 1/2 hour from your initial call, please call our answering service again. This will alleviate any excess wait time should there be a circumstance in which the service feels it is “handled” and it actually isn’t. Additionally, the service has the numbers to the appropriate manager who is ultimately responsible if a tech cannot respond.
What are our Emergency Charges?
We charge a two hour minimum plus travel time. Our rates are time and a half for other than Sundays and Holidays, Sundays and Holidays are billed at double time. Parts are billed at normal pricing regardless of labor rate charged.
We make every attempt to understand your problem prior to responding, however, there is the rare circumstance where we respond to your unit and are unable to repair. In those circumstances the charge for responding is still due.
How can you pay for the Charges?
We accept credit cards, Com-Checks(or something similar), or cash. We do not accept company checks unless special arrangements have been made prior.
Emergency “After Hours” Parts Support
New England Detroit Diesel-Allison provides after hour parts support to the users of our products. We use the same answering service to help determine which on-call parts representative is best suited to respond to our customers based upon type of product.
Our answering service will respond in the same type manner for a parts call as they do for a service call.
Once contacted by a parts representative, he/she will be able to access our parts inventory via computer to determine availability of the part/parts being requested. If in stock, the parts representative will meet you at our location to conduct the purchase. There is a $100 “call out fee” associated with this type of request over and above the actual parts costs, parts are charged at normal rates.
We accept the same types of payments for parts as we do for service.