November 8, 2016

What happens when you call Haly for an Emergency Service?

Most customers think that having an emergency service is as easy as just making a phone call. And for the customer, it is that simple. That’s our goal. To make everything as easy as possible for you. However, there are many factors that come into play on our end when we send a technician out to your home.

I’m going to take you through what goes on at the Haly Office when you call for an emergency service.
We train and practice for these calls all year long. So, what might seem like a smooth-sailing simple plan actually includes multiple moving parts going on to get you the help that you need.

First things first, the initial phone call.
When you call in and speak with one of our customer service representatives, we are going to ask you a series of questions starting with your address. Why? Because your address helps us log into your Haly account.

Yes, it is important for us to hear all about the issue at hand, but we will be able to better serve you when your account is on our screen in front of us, so it’s best to start with that first and foremost.

Which piece of equipment you are having an issue with.
The more information you can provide us with about this equipment, the better. This is because, the more that we know prior to arriving at your home makes us better equipped to respond to your request in the best way possible. Not to mention, it will make the process in whole a much smoother one.

Let us know exactly what’s going on with it.
Fill us in on the weird sounds, smells, temperatures, whatever. If you notice something, let us know. We want to know everything that you have noticed. And if you haven’t noticed much beyond your initial call-in reason, go check out the equipment if you can, and see if you notice anything that might be helpful to tell us. Anything and everything helps in these situations.

Don’t worry about ever giving us too many descriptions.
And don’t worry about telling us details that might sound funny. We’ve heard it all, so if you say that you heard a weird noise is coming from your basement and you think it might possibly be connected…let us know what you hear… when you heard it…and if you want, what it sounds like. Believe me when I say that we have heard it all. And in all seriousness, every detail truly does help.
Whoever is helping you will log your call on your account and enter all of the details included.

Into the queue and onto our service board.
And this is where I come in. As the service coordinator, I am in constant contact with our technicians. They call me in-between appointments to let me know where they stand time wise for their next appointment. If their current job is more complex than initially predicted and therefore, running longer than expected, they are already late for their next appointment. Their current customer deserves and needs more time for their issue and we won’t leave until it is fixed. However, there is always the next customer in the equation, that is now going to have to be told that the technician will now be late. I call said customer as the barer of bad news and try to explain the situation. Even though it’s not the ideal situation, we do try our best as a team to get one technician out to the set appointments as quickly as possible…. But back to emergency calls.

Each emergency call is prioritized by the level of emergency, but NO ONE goes home until everyone has heat.
Once a technician frees up from a job and calls me, I make sure that the next emergency call on the list is scheduled with the best suited technician to handle the problem you are having. As quickly as possible, I explain the situation and direct them to your home to help. Once they are on their way, I will oftentimes (or if requested) give you a courtesy call ahead to let you know who is on his way.

Once they arrive they will assess the problem.
We promise to do everything in our power to keep your family and home comfortable, so we need to get to the actual root of the problem to stop whatever is causing the issue. This might take some time or could be obvious within moments – it all depends on the situation. Our technicians are trained to never give up and make sure that they offer the best solution available for the family’s needs.

Time to fix it.
As soon as the technician determines what the issue is, he will look into what parts are needed to resolve it. Most of the parts are carried on our well-stocked service vehicles, but if it is a specialty part it will need to be ordered promptly so we can get your system back up and running. Whether it can be fixed at that moment, or needs a part from our warehouse or to be mailed in from our supplier, we will keep you informed every step of the way. And any return visits will not be charged.

Top Frequently Asked Question about Emergency Service Calls

Do I need to be home?

The answer to that is up to you. All of our technicians have passed background checks and are very trustworthy, but ultimately the decision is up to you. If you prefer to be there during the appointment, we will schedule it according to your needs and your schedule. We ask that if someone is home when our technician goes, someone at least 18 years old is present.

If you want to leave a door open or provide a garage code, we are more than comfortable with that.

If you are comfortable being there to let them in and have errands, you need to run they are more than comfortable continuing to work while you are not home. The only thing we ask is that you provide us with a phone number to reach you so you can authorize repairs. We strive to be the best at what we do and are always willing to work with our customers to make an emergency a less stressful situation.

Thanks for reading! I hope this explains the process a little better so our customers know how we operate behind the scenes. If you have any other questions that we left unanswered, don’t hesitate to reach out by calling our office. Ask for Megan and I can try to help you with any other questions that you might have.

Happy Heating Season!

Written By: Megan Bogart
Customer Service Representative/Service Coordinator