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OD-1028 · Townsend Dental
Complaint about missed maintenance visit
Customer is angry because a planned maintenance visit was missed without notice, causing disruption to two treatment rooms.
Inbound message
No engineer arrived for the planned maintenance window. We closed two rooms for this and nobody called. This is unacceptable.
Customer response
Human review is required before this response goes to the customer.
Human review required93% confidence · email · no template
Complaint or angry sentiment requires service recovery review.
Hi Nadia,
I am sorry that no engineer arrived and that you were not contacted during the maintenance window. I understand the disruption this caused, especially after closing two rooms.
We are checking the scheduling record now. Please send two preferred recovery windows and we will prioritise the visit. I will also confirm what went wrong once we have reviewed the engineer log.
Regards,
DragonTech Facilities