NCL-2026-0036

Summary

Problem

• Service was booked in. • Customer called the day of booking to advise no one had attended yet. • I checked the system and saw the engineer had logged onto the service ticket. • I advised the customer I would contact the engineer to find out what’s happened and call them back. • I spoke with Austin, who said he rang the gate bell several times for access but received no answer and therefore left site after 15 mins. • I called the customer straight back but reached voicemail so left a message explaining the engineer couldn’t gain access and offered to rebook. • I checked by phone this morning (after Sophie received the email) and realised that I typed the customer’s number incorrectly, so the voicemail was not received. • This is my error. • Attempted to call the customer several times today with no response. • Sent both an apologetic email and text message offering to rebook for tomorrow. • No response received yet.

Investigation And Action

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