- Report: #142787
Complaint Review: Atlanta 7 - Rescuecom - Commerce Georgia
7 Updates & Rebuttals Read More About : Atlanta 7 - Rescuecom
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Atlanta 7 - Rescuecom
Commerce, Georgia, U.S.A.
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Atlanta 7 - Rescuecom failed to include info in their "contract" about withholding of payments, Ripoff! Commerce Georgia
Report Attachments
REVIEW UPDATE: September 28, 2018 : Rescuecom remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. Rescuecom is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.
To date, Rescuecom has made good faith efforts to resolve all complaints reported on Ripoff Report. Based on our experience, the member business has proven to be among the top members of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business™.
Over time and since becoming a member, Rescuecom has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever Rescuecom remains committed to improving customer satisfaction.
Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.
Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!
*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at [email protected].
Ripoff Report Verified™ REVIEW
EDitor's UPDATE: Positive rating and recognition has been given to RESCUECOM for its full commitment to quality customer service.
Ripoff Report's discussions with RESCUECOM have uncovered an ongoing dedication by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any concerns. RESCUECOM listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
RESCUECOM’s CEO David A. Milman has informed us that his personal philosophy is to deliver computer repair and tech support that assures his customer’s safety and security on the Internet is his mission in life.
There are so many dangers and scammers online today that only the best security system and technology partner can prevent identity theft and privacy invasion. That is why he founded RESCUECOM in 1997: “To be the customers trusted technology partner in a world full of dangers and overseas threats.”
RESCUECOM software and technology development team is second to none. The systems and software, such as their registered trademarked SYSTEM ONE and iProtector, along with the RESCUECOM Internet Security Suite were designed from the ground up over the years to protect and secure RESCUECOM customers, their systems and personal information.
The management team understands only the best:
|
U.S. Based Certified Level-3 Technicians |
|
Unlimited Computer Support Subscription
Onsite in one hour iProtector Rescuecom Internet Security Suite |
| SYSTEM ONE Patented Protection systems (6,898,435 & 8,832,424) |
Can assure our customers success with technology.
The information provided in this report below is based on comments made by David A. Milman during an onsite inspection held by a third party verification company with no biases toward Rescuecom.
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
Rescuecom is a computer repair and support company created by David A. Milman. Mr. Milman went on to describe his vision for the company, "Rescuecom delivers fast and flawless computer repair 24/7. My vision for the company is to be 'the' IT Support organization for people that do not have the ability to hire their own staff." Mr. Milman also delved into an explanation of their unique product, "our unlimited computer support subscription is only $29.99/month [which is] an unparalleled value in IT since it includes unlimited computer and technology support on up to 9 devices. All tech work is provided by U.S. citizens that have been in the IT field for over 10 years. Rescuecom calls our support techs Rescuecom certified Level-3 technicians because they are the best of the best techs available in the industry.”
Most of the leads acquired by Rescuecom arrive through inquiries on their website. After the initial interest Mr. Milman continued with the typical sales process for a potential client, "once the consumer becomes a Rescuecom member, our technician connects to the consumer’s computer and brings it up to spec as far as Windows/Mac updates [then] removes any malware and viruses, and loads iProtector and the Rescuecom Internet Security Suite. The customer then has the ability to open their own service calls either on our website in the 'My Account' section or on their computer through our patented monitoring and security system iProtector.”
CUSTOMER CARE & COMPLAINT RESOLUTION FROM RESCUECOM
During the onsite interview, Mr. Milman was asked to describe a situation where a client was not satisfied with the level of service they received. Mr. Milman explained that most people who inquire about their services are in a "desperate state" due to the importance of computer functionality. Because of this, "typically they do not care about the cost because they are in trouble. While Rescuecom never takes advantage of this situation we do expect to be paid for our service. So the problems start when the customer is no longer in trouble with their computer and they then decide they do not want to pay or continue their subscription. This is the biggest complaint, where people do not want to stay a member for a whole year, even though we require they agree to it on a recorded line and we send them a confirmation email of what they purchased." If customers press the issue Mr. Milman will cancel their subscription. This method of customer service has been a success for Rescuecom, "one particular customer that this occurred with actually placed a complaint on the ripoffreport.com, and I addressed the issue even before I knew she placed the report on the website. She then updated the report to acknowledge my good customer service. This customer called about 3 months ago and asked to speak with me. We had a good conversation and she asked if she could continue with our service. She is a customer to this day." If Rescuecom issues a refund or cancel a subscription we follow-up with the customer to make sure the refund was successful, and that the customer is satisfied with their experience.
When asked to comment on complaints posted on Ripoff Report's website Mr. Milman explained in detail the situation that led to the report, "this complaint is absurd. It’s by an employee of BJ's wholesale named Ethan Kepler. In the fall of 2014, I received a call from the East Syracuse Police Department that Rescuecom was dumping trash in the BJ's parking lot. I told the officer that was crazy, and he directed me to the BJ's wholesale club manager. I went to the wholesale club at 11pm at night and confronted the Customer Service Manager Ethan Kepler, he was a very cocky 28 year old that insisted it was my trash. When I asked to see it, he refused and said it was 'evidence' I told him it was not ours. When I returned to my office later that night, I found a bag of garbage at my office door labeled 'Return to sender.' I then complained to BJ corporate management and Ethan was fired. That is when Ethan went on the online smear attack. That is where the complaint emanates from, he was never an employee, a customer or a vendor. He knew and knows nothing about Rescuecom and lashed out like a child." In order to assure future clients Mr. Milman went on to describe the several accreditations Rescuecom has attained, " I have been in the computer services field for 30 years. Rescuecom has been in business since 1997. I have a B.S. in Computer Science from Syracuse University. Rescuecom is a Microsoft certified partner since 1999. All Rescuecom Certified Level-3 Technicians have at least 10 years of computer service and IT experience." Mr. Milman concluded to following in regards to any post on Ripoff Report's website, "Most of the claims are by competitors, ex-franchisees or customers that did not want to pay for service. However, back in 2008 and 2009 when we were franchising, that time period represents half of the complaints on the ripoffreport.com site. Those people have been made whole even though they did not do business with Rescuecom. They did business with our franchisees, which I suppose does make me personally responsible for them and their happiness. I take full responsibility for any issues customers have and get personally involved whenever I find out about a problem.”
When asked what type of changes they have made to honor their commitment to make things right with the customer per the request of Ripoff Report, Mr. Milman stated, " I am very interested in the happiness of our customers and have made it clear to our customer service staff that we have to make sure every customer is satisfied 100% and that we deliver kind, courteous, professional and expert services.”
Rescuecom is pleased to be a part of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program. Mr. Milman further explains by stating, " it’s an honor. Ed is a brilliant man and I appreciate his acceptance of Rescuecom into his program. I am sure we will be working well together for years.”
RESCUECOM / STATEMENT FROM CEO DAVID A. MILMAN
"My name is David A. Milman, CEO of RESCUECOM. I would like to thank you for taking the time to review RESCUECOM.
RESCUECOM is not only my company, it’s my way of life.
I personally guaranty that you will love our services and welcome your comments, suggestions and questions. I am interested in your feedback anytime you are gracious enough to share it, call me anytime on my personal cell 1-315-882-1100.
Thank you for considering RESCUECOM.
RESCUECOM / STATEMENT FROM THE (PREVIOUS) ASSISTANT TO THE VICE PRESIDENT CHERIE RADLOWSKI (AND MOM!)
"I am very concerned about all of the pornography and lack of protection for children on the Internet. Children need to be protected from the biggest business on the Internet. The use of the best security system, the RESCUECOM Internet Security Suite has Parental Controls and a “Walled Garden” mode that blocks all child harmful websites.”
RESCUECOM takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this, “Our Executive Team takes the daily task of protecting RESCUECOM customers as a challenge that never ends. The cohesion between executive team and employees dedicated to 100% Fast and Flawless customer satisfaction. There is no competitor in the Computer Repair and Tech Support Industry that can match RESCUECOM response time and technology. RESCUECOM CEO David A. Milman created a system so advanced and unique that two patents 6,898,435 & 8,832,424 have been issued for delivering fast and flawless computer repair and support. Four additional patents are pending. The unique nature of the RESCUECOM patented service system enables the delivery of unparalleled satisfaction and security. Protect yourself from scammers with RESCUECOM.
Ripoff Report was pleased to learn that RESCUECOM's past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.
RESCUECOM provides a fun challenging work environment, and takes the satisfaction of its employees extremely seriously.
RESCUECOM is a glassdoor.com “Engaged Employer.” Encouraging employees to expand their skills, education and knowledge every day. RESCUECOM also knows that fun has to be part of the work day as well and sponsors employee pet projects like:
“Borat-esque RESCUEBOOM Video”
“RESCUECOM Saves from Evil Animation”
“RESCUECOM Steve Animation”
RESCUECOM NEVER OUTSOURCES
"RESCUECOM along with Lockheed Martin recruited for press conference by Senator Charles Schumer to promote math and science in the United States as an example of a company that hires U.S. technology professionals.
RESCUECOM, unlike their competitors NEVER OUTSOURCES tech support overseas. You will never have to speak with someone that you don’t understand and you will never have to speak with someone from India or the Philippines for tech support again. With RESCUECOM, you will always get a local U.S. based RESCUECOM certified level-3 technical expert located in the good old U.S.A.
By keeping all employees and communications in the U.S.A. customers are safer and more secure on the Internet because RESCUECOM protects the customer’s identity, data and technology from scamming overseas hackers and criminals by delivering 100% guaranteed service.
RESCUECOM only employees the best of the best technicians anywhere.
All RESCUECOM Certified Level-3 technicians have not only been in the tech support industry for at least 10 years, but to become RESCUECOM certified they go through rigorous study and testing before they are allowed to shadow one of our working RESCUECOM Certified Level-3 technicians.
These phenomenal techs are why customer after customer refer RESCUECOM to family, friends and co-workers.”
STATED IMPROVEMENTS FROM RESCUECOM
"By delivering FAST and FLAWLESS computer repair and tech support, 24/7 and offering unmatched 100% satisfaction guarantees along with U.S. Based RESCUECOM certified level-3 techs, RESCUECOM is dedicated to deliver the highest quality and fastest response service, whether its local onsite computer repair or immediate remote tech.
RESCUECOM is dedicated to providing flawless tech support service anytime, anywhere, any device. We care about you, our customer and are invested in our patented technology, systems and services to assure your complete 100% satisfaction.
RESCUECOM recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report's review, RESCUECOM has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our review, which included discussions with Mr. Milman, Ripoff Report is convinced that RESCUECOM is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
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Atlanta 7 - Rescuecom failed to include info in their "contract" about withholding of payments, Ripoff! Commerce Georgia
The Atlanta Branch of Rescuecom failed to inform me of hours that I would not be paid for until I received a my paycheck and could not help but discover the situation.
I worked for these people for a month and spent $1100 on car repairs, equipment and etc receiving a total of $235 from them.
This company allowed me to work sometime 4 or 6 hours on a computer and if the customer was not satisfied or if there were later more undiscovered problems, instead of sending me back with another technician they just sent another technician and deducted hours and tell me about it weeks later after I'm expecting to get paid.(Talk about ethics)
When the dispatch is confronted about the situation to verify hours they quickly dismiss you with advice to go to your francise owner. Question: If that is the person who's been messing with my hours then... ?
anonymous
greater atlanta area, Georgia
U.S.A.
7 Updates & Rebuttals
Carl
Atlanta,Georgia,
U.S.A.
Bogus Employee Rebuttal
#2Author of original report
Fri, February 06, 2009
I never looked at this rebuttal before but it is complete and utter nonsense that a company would tell a technician to go on 6 of the same kinds of assignments and never advise the technician of what kinds of errors were made or even that there were errors! The previous "rebuttal" was merely a sad attempt to redeem the name of a scandalous and unethical company. How else could one explain the billing errors that have been posted. I never expected to be paid for training, nor did I "beef up" my resume'. I did however make a mistake in believing that if a customer was unhappy with the work, charges or both that the manager would advise me on the specific reasons. No matter how experienced one is in a field there is a learning curve that comes along with taking the position and doing things that companies' way. If a company is ethical, an employee will find out what problems exist with their performance as they proceed. If a company is not then the employee may or may not find out. It will depend on whether or not it's to the companies' advantage. I was not trying to drag anyone down by posting the facts. I was merely making the public aware that this Rescuecomm branch is among the more unethical ones. This group will grag itself down, if it hasn't already.
Richard
Altamonte Springs,Florida,
U.S.A.
IT'S ALL IN THE CONTRACT
#3UPDATE Employee
Sun, June 12, 2005
I work for Rescuecom of Atlanta. I am a Technician. ALL OF WHAT HE EXPERIENCED IS IN THE CONTRACT Every single BIT of it. It's in my contract, too. It's in everybody's contract. I have many years of experience servicing business' technology needs and working with various technicians. I have seen this whole situation before. Thankfully, it does NOT happen often. It's called "Unqualified Technician Screws-Up a Bunch of Jobs and Wants to Get Paid SIMPLY Because He Was THERE" Well, this is sub-contract work. You NEVER get paid if the job isn't done correctly. Never. Who is going to pay you? The customer? No. The owner? No... the customer isn't paying twice, neither will the owner pay twice. This is sub-contract work. It's for businesses. It's mission-critical. It is not "paid training". IN FACT, the contract stipulates very specifically that all training will be UNPAID. The reason he wasn't sent out again to the jobs he screwed-up is because he obviously wasn't qualified. Hello? Knock-knock, "Anonymous". Did you READ your contract? If you had a clue about anything - you would know that what you did was grounds for lack of payment and termination from day one, job one. When the customer asks for a refund on EVERY JOB, who can deny that he has no clue? HE (anonymous) doesn't even deny that the customer asked for a refund on EVERY JOB that he went on!! However, he was given chances.. on different jobs, different problems... hopefully he could do SOMETHING! No, he BOTCHED EVERYTHING HE TOUCHED. I have never worked on a job where the customer was issued a refund. Not in my entire career. If I did, I wouldn't expect to get paid on those jobs! "Anonymous" beefed up his resume and lied about his abilities. He lied to the customers about his abilities. He lied to the owner about conversations he had with the customers. He lied to the owner about what was discussed with the customers. He lied about how the jobs were going. He allowed his personal life to interfere with his work. He was not on-time and he didn't stay for the whole business day, as agreed. CAR REPAIRS ARE NOT "FOR RESCUECOM". For Christ's sake, man... get a grip. Your car is your car. If anyone left Rescuecom for McDonalds, it was "Anonymous"... it's hard to screw-up burger-flipping and lettuce-topping. This guy was not around long enough to "get to know" any of the other Techs - certainly not long enough to "know the history" of the company. We almost lost our relationships with 6 customers because of this guy - and there's no reason why the owner should go bankrupt for his idiocy too. He didn't help anyone. He brought nothing to the table except lies and irresponsibility... and now he wants money for it! Well. "Anonymous"... if you're going to accuse people of things - you could be a man and use your name... however, you are not a man. You're a liar, cheat, irresponsible... and you are demanding that others go down in the hole WITH YOU. You're a real piece of work. Please, go back to school. Then, be honest about it. Honesty will get your miles further. People can work with the truth... they can help you. They can't help you succeed if you claim to be something that you ARE NOT. I feel sorry for you, in a weird way, but you did this to yourself. Honesty. People can respect honesty. You weren't honest. Move on. Don't try to drag us down with you.
Carl
Atlanta,Georgia,
U.S.A.
Untrue
#4REBUTTAL Individual responds
Sat, May 21, 2005
First of all, there are holes in the so called rebuttal about Rescuecom. Most likely the technician in question was coached on what to say by the Franchise owner. There may be truth about someone going to jobs behind me and doing the jobs over but the fact of the matter is, if you don't tell the person that something is wrong until payday how will they know? Anyone can see that has nothing to do with babysitting. I never asked anyone for anything.Anything I got I received because he needs technicians as bad as I needed work. The statement about seeing me buy an Access book is a bold faced lie. Why? Well because I didn't buy one in the presence of the owner.I bought them when we left our first meeting with the client when I was out with my girlfriend to save me time on coding. Furthermore, I did not lie about being able to tie the three applications together I underestimated the amount of time it would take and did not consider what it would take to make it editable yearly by them (which would have been addressed properly if the franchise owner knew anything about the SDLC and insisted we use it). I showed the client that Access could be tied in to the Excel spreadsheets they wanted. When I explained to them about the other things that they and I had not considered they stopped the project which is what happens when you use RAD to develop something sometimes. Actually it sometimes happens when use SDLC also .That is one of the risks you take. Knowing the truth, I welcome any and all curved points of view. If this guy should have fired, me then he could have just as easily done it. Why torture both of us. I had already spent my savings trying to work for him. What would I stand to gain by taking a job that I already knew I could not do. I submit to you, the reader, that I would not. I am here to also tell you that technicians have quit this company to go and work for McDonalds. What does that say?
James
Duluth,Georgia,
U.S.A.
Untrue posting
#5UPDATE Employee
Fri, May 20, 2005
The "The Atlanta Branch of Rescuecom" has been very clear and has stated numerous times at technician meetings every Friday that we would not get paid for work that the owner was forced to send another technician on to fix. Simply stated, if tech #1 did not fix the problem and the owner has to send tech #2 out on a "warranty call", the hours tech #2 spends repairing tech #1's work will be deducted from tech #1's hours. Rescucom is not in the business of babysitting techs by sending a second tech along with the one that need training. My question to "anonymous" is who would get paid then? The trainer or the trainee? Techs are also told NOT to accept a job if they cannot do it. For example, I am not a printer guy. I do not take jobs that require installing printer kits, drums, rollers, whatever. "anonymous" was given 5 jobs, of these five jobs, the owner had to give full refunds too and the other 3 he had to send a second tech on to do the job correctly. Even after all this the owner asked "anonymous" if he could build a custom Access database that merged 3 apps together. I personally would not have given "anonymous" another chance, especially when the owner saw "anonymous" purchase an Access How-To book, but I am not the owner. "anonymous" was told to be onsite at the customers location all day, everyday up to 60 man hours, and that this was his only job. "anonymous" would show up at 9 am leave for lunch at 11, come back at 2 and leave at 3. The customer actually called the owner a couple of times asking where "anonymous" was. Because Rescuecom has already been paid for the job, the owner was forced to hire an outside firm to perform the job. I hold the owner at fault as much as "anonymous". The owner should have fired "anonymous" after the first 2 or 3 jobs that he failed on miserably. Instead the owner kept trying to give "anonymous" another chance, which he failed.
James
Duluth,Georgia,
U.S.A.
Untrue posting
#6UPDATE Employee
Fri, May 20, 2005
The "The Atlanta Branch of Rescuecom" has been very clear and has stated numerous times at technician meetings every Friday that we would not get paid for work that the owner was forced to send another technician on to fix. Simply stated, if tech #1 did not fix the problem and the owner has to send tech #2 out on a "warranty call", the hours tech #2 spends repairing tech #1's work will be deducted from tech #1's hours. Rescucom is not in the business of babysitting techs by sending a second tech along with the one that need training. My question to "anonymous" is who would get paid then? The trainer or the trainee? Techs are also told NOT to accept a job if they cannot do it. For example, I am not a printer guy. I do not take jobs that require installing printer kits, drums, rollers, whatever. "anonymous" was given 5 jobs, of these five jobs, the owner had to give full refunds too and the other 3 he had to send a second tech on to do the job correctly. Even after all this the owner asked "anonymous" if he could build a custom Access database that merged 3 apps together. I personally would not have given "anonymous" another chance, especially when the owner saw "anonymous" purchase an Access How-To book, but I am not the owner. "anonymous" was told to be onsite at the customers location all day, everyday up to 60 man hours, and that this was his only job. "anonymous" would show up at 9 am leave for lunch at 11, come back at 2 and leave at 3. The customer actually called the owner a couple of times asking where "anonymous" was. Because Rescuecom has already been paid for the job, the owner was forced to hire an outside firm to perform the job. I hold the owner at fault as much as "anonymous". The owner should have fired "anonymous" after the first 2 or 3 jobs that he failed on miserably. Instead the owner kept trying to give "anonymous" another chance, which he failed.
James
Duluth,Georgia,
U.S.A.
Untrue posting
#7UPDATE Employee
Fri, May 20, 2005
The "The Atlanta Branch of Rescuecom" has been very clear and has stated numerous times at technician meetings every Friday that we would not get paid for work that the owner was forced to send another technician on to fix. Simply stated, if tech #1 did not fix the problem and the owner has to send tech #2 out on a "warranty call", the hours tech #2 spends repairing tech #1's work will be deducted from tech #1's hours. Rescucom is not in the business of babysitting techs by sending a second tech along with the one that need training. My question to "anonymous" is who would get paid then? The trainer or the trainee? Techs are also told NOT to accept a job if they cannot do it. For example, I am not a printer guy. I do not take jobs that require installing printer kits, drums, rollers, whatever. "anonymous" was given 5 jobs, of these five jobs, the owner had to give full refunds too and the other 3 he had to send a second tech on to do the job correctly. Even after all this the owner asked "anonymous" if he could build a custom Access database that merged 3 apps together. I personally would not have given "anonymous" another chance, especially when the owner saw "anonymous" purchase an Access How-To book, but I am not the owner. "anonymous" was told to be onsite at the customers location all day, everyday up to 60 man hours, and that this was his only job. "anonymous" would show up at 9 am leave for lunch at 11, come back at 2 and leave at 3. The customer actually called the owner a couple of times asking where "anonymous" was. Because Rescuecom has already been paid for the job, the owner was forced to hire an outside firm to perform the job. I hold the owner at fault as much as "anonymous". The owner should have fired "anonymous" after the first 2 or 3 jobs that he failed on miserably. Instead the owner kept trying to give "anonymous" another chance, which he failed.
James
Duluth,Georgia,
U.S.A.
Untrue posting
#8UPDATE Employee
Fri, May 20, 2005
The "The Atlanta Branch of Rescuecom" has been very clear and has stated numerous times at technician meetings every Friday that we would not get paid for work that the owner was forced to send another technician on to fix. Simply stated, if tech #1 did not fix the problem and the owner has to send tech #2 out on a "warranty call", the hours tech #2 spends repairing tech #1's work will be deducted from tech #1's hours. Rescucom is not in the business of babysitting techs by sending a second tech along with the one that need training. My question to "anonymous" is who would get paid then? The trainer or the trainee? Techs are also told NOT to accept a job if they cannot do it. For example, I am not a printer guy. I do not take jobs that require installing printer kits, drums, rollers, whatever. "anonymous" was given 5 jobs, of these five jobs, the owner had to give full refunds too and the other 3 he had to send a second tech on to do the job correctly. Even after all this the owner asked "anonymous" if he could build a custom Access database that merged 3 apps together. I personally would not have given "anonymous" another chance, especially when the owner saw "anonymous" purchase an Access How-To book, but I am not the owner. "anonymous" was told to be onsite at the customers location all day, everyday up to 60 man hours, and that this was his only job. "anonymous" would show up at 9 am leave for lunch at 11, come back at 2 and leave at 3. The customer actually called the owner a couple of times asking where "anonymous" was. Because Rescuecom has already been paid for the job, the owner was forced to hire an outside firm to perform the job. I hold the owner at fault as much as "anonymous". The owner should have fired "anonymous" after the first 2 or 3 jobs that he failed on miserably. Instead the owner kept trying to give "anonymous" another chance, which he failed.
