National contractors and ethics: this is just wrong

[rsavoia]

This incident occurred on a well-known service platform which will remain nameless. Normally I would post this only in the FF private forums but I believe this is a topic that everyone should discuss as it is a general ethical question and one that anyone outside a particular platform could encounter either with a national or within their own operation and is something everyone who operates a business with a code of conduct needs to address.

National service companies and their ethics: Where did we go wrong?

For the sake of everyone and to avoid possible violations of confidentiality agreements the parties involved will remain anonymous.

I posted this publicly on my blog on theforcefield.net because it really struck a nerve. After a week of researching companies like Barrister for upcoming articles on ethics I for one am getting quite tired of nationals, service platforms and their kind.

Some members of Technibble who also do work on the platform in question probably heard about it and know the national that sent the ticket. IT service techs used to be respected professionals. Is this what our industry has come to?

 

[bagellad]

Yeah the service I have used for some national jobs for the last year has definitely gone down hill.. I think it was somewhere between setting up a paint stand at home depo and some guy wanting you to come fix his antenna. (not kidding).

I love the jobs that want a lifetime warranty on the work when they are paying $60.

The national that would suggest doing that is very stupid, and is most likely going to get themselves sued by the company. Clearly the management must be bad.

 

[Appleby]

I have ran service calls for several different companies like this on multiple occasions and every single call, without fail, has either been a complete and utter nightmare or nothing like the job was described to be in the work order. I had a HORRIBLE on-site experience on my last job for one of these and the experience was made worse by talking to 4 different techs from this 3rd party warranty company and I was about 60 seconds from walking out on the job and telling the national company to stick it. I am a VERY calm cool and collected guy but being lied to, told to jump through hoops, paid beans and then called a liar is more than I can handle. It's a long story but if someone really wants to hear it, I'll post up the gritty details.

I'm done. If I get so hungry for work that I have to have this kind of work, I'll close my shop. It is NOT worth it and I cannot work for a reduced flat rate in these types of situations. I've turned down 5 of these jobs in the last 2 weeks and I'll just continue to do so. I'm 3 months out on one of these work orders and still no payment.

 

[vdub12]

I was thinking about getting involved in this kind of work but from the sound of it maybe I better stay clear.

 

[Corbin]

This is why retailers are going the restocking fees, I hate when people come to my place of work to "buy" something and return it. But then again we also get the money back for what we bought it for from the vendors.

I would love to hear all the horror stories, ill get the popcorn and the smores. I would I back you up on dropping calls like this.

 

[pccpr]

I have ran service calls for several different companies like this on multiple occasions and every single call, without fail, has either been a complete and utter nightmare or nothing like the job was described to be in the work order. I had a HORRIBLE on-site experience on my last job for one of these and the experience was made worse by talking to 4 different techs from this 3rd party warranty company and I was about 60 seconds from walking out on the job and telling the national company to stick it. I am a VERY calm cool and collected guy but being lied to, told to jump through hoops, paid beans and then called a liar is more than I can handle. It's a long story but if someone really wants to hear it, I'll post up the gritty details.

I'm done. If I get so hungry for work that I have to have this kind of work, I'll close my shop. It is NOT worth it and I cannot work for a reduced flat rate in these types of situations. I've turned down 5 of these jobs in the last 2 weeks and I'll just continue to do so. I'm 3 months out on one of these work orders and still no payment.

I would like to hear about it.

 

[exbabylon]

I would like to hear about it.

We have been doing work for barrister, as well as several other companies which I will leave nameless for five+ years. We used to take near 90% of all service requests, we now take less than 2%. Here's why...

Many of these companies used to require insurance, pay travel, hourly (or fair flat rate) and LISTEN to our techs when we had an issue onsite. We had flexibility to use in stock parts to finish jobs and receive fair markup on them. This is no longer the case.

We believe the recession has created a glut of laid off tier 2 support techs looking for side work. They're willing to work for peanuts, and deal with the BS (long hold times, bad scheduling) these national companies put them through. The nationals save money, and the guy without a job with no overhead makes a buck. Quality of work is ****, but availability/demand dictates price I suppose.

Bottom line, there's a lot of hungry techs out there willing to work for anything (most are paying a flat $50/service call including travel, avg. 1.5hrs onsite), these national companies have laid off staff and cut any corner they can, and for the gross/hour a legitimate company cannot generate a positive net from these types of service calls in this environment.

 

[exbabylon]

I would like to hear about it.

We have been doing work for barrister, as well as several other companies which I will leave nameless for five+ years. We used to take near 90% of all service requests, we now take less than 2%. Here's why...

Many of these companies used to require insurance, pay travel, hourly (or fair flat rate) and LISTEN to our techs when we had an issue onsite. We had flexibility to use in stock parts to finish jobs and receive fair markup on them. This is no longer the case.

We believe the recession has created a glut of laid off tier 2 support techs looking for side work. They're willing to work for peanuts, and deal with the BS (long hold times, bad scheduling) these national companies put them through. The nationals save money, and the guy without a job with no overhead makes a buck. Quality of work is ****, but availability/demand dictates price I suppose.

Bottom line, there's a lot of hungry techs out there willing to work for anything (most are paying a flat $50/service call including travel, avg. 1.5hrs onsite), these national companies have laid off staff and cut any corner they can, and for the gross/hour a legitimate company cannot generate a positive net from these types of service calls in this environment.

 

[Appleby]

I'll type it all up and post my last experience later.

Exbabylon, I think you hit the nail on the head. The 10-20 minute wait times are ridiculous! And then you get some ticked off tech on the phone who'd rather be playing WOW than helping me solve the problem while I'm on-site and getting paid 1/2 what I'd normally charge.

 

[Puff]

If it were me, they'd be looking for a new tech.

 

[Appleby]

They are looking for a new tech in my area, because I've quit returning phone calls and emails from them. I got 4 request this week. They must be getting desperate. Now if I can just get paid for the work I've done for them....


Also, if someone would like to request this thread be moved to the Technicians Eyes Only forum, I'll post my nightmare story. I'm not comfortable really telling the story since this forum is easily accessible via Google and I'm talking about a nightmare on-site visit which would be easily recognized by the customers.

 

[JustMe]

Also, if someone would like to request this thread be moved to the Technicians Eyes Only forum, I'll post my nightmare story. I'm not comfortable really telling the story since this forum is easily accessible via Google and I'm talking about a nightmare on-site visit which would be easily recognized by the customers.

I second this. This thread needs to be moved into the Technicians Eyes Only forum as the discussion should not be for public consumption.

 

[vdub12]

I second this. This thread needs to be moved into the Technicians Eyes Only forum as the discussion should not be for public consumption.

I agree, I want to here the story.

 

[EZTech]

I would like to read this story as well.

 

[hardtoremember]

If it were me, they'd be looking for a new tech.

Seconded. The only client I do work for half of my rate are very good friends or on barter for another service. We can let them keep using the inferior work for nothings until they wise up. If they don't then they keep getting what they pay for.
The article was not surprising but it still bothers me that people do business this way. I just don't think I'd get in the middle of that mess.

 

[tackify]

I think there may be value in leaving this thread here so it can be found in google and give people a taste of what the national contractors are up to.

But I'd like to hear your detailed story too. Why not open a new thread in the Technicians Eyes Only forum and tell all?

 

[IJAC]

I would like to hear it also.I think our stories like this can be a benefit to others.It is a shame that techs have to go through things like this but maybe we can help others not fall into the bad part of the business.
IJAC

 

[vdub12]

I think there may be value in leaving this thread here so it can be found in google and give people a taste of what the national contractors are up to.

But I'd like to hear you're detailed story too. Why not open a new thread in the Technicians Eyes Only forum and tell all?

I agree I would continue this discussion in the tech eyes only forum and leave whats already been said here.

 

[wtigger]

Nationals are just vultures

I have almost completely stopped working for Nationals. Barrister in particular was my biggest headache. Total incompetence at every level... Plus the price of the jobs keeps going down.

One example: I used to do Dell work for Syntechs last year. Was getting $45-60 and more per call, now that banctek sold out to qualexserv, the rates have been halved, and in my area there are more little 3rd party companies running ads on craisglist for this stuff, one quoted $22 a call, after I finished laughing I told them "no thanks". The only place I take a few calls for now is Nexicore (mostly Staples calls) and Field Solutions (lotsa variety with network and POS stuff). Volume is WAY down. Servicelive is not getting many jobs either.

I've traditionally made 80-90% or more of my annual revenue from my own customers anyway. The nationals were just "fill-in" for me. Now I don't even bother. The rates are not even worth my time and gas.

 

[vdub12]

I have almost completely stopped working for Nationals. Barrister in particular was my biggest headache. Total incompetence at every level... Plus the price of the jobs keeps going down.

One example: I used to do Dell work for Syntechs last year. Was getting $45-60 and more per call, now that banctek sold out to qualexserv, the rates have been halved, and in my area there are more little 3rd party companies running ads on craisglist for this stuff, one quoted $22 a call, after I finished laughing I told them "no thanks". The only place I take a few calls for now is Nexicore (mostly Staples calls) and Field Solutions (lotsa variety with network and POS stuff). Volume is WAY down. Servicelive is not getting many jobs either.

I've traditionally made 80-90% or more of my annual revenue from my own customers anyway. The nationals were just "fill-in" for me. Now I don't even bother. The rates are not even worth my time and gas.

I was thinking about getting in to it to get my name out but I don't know what kind of conflict of interest claims there may be. I shirts with my company logo on them as well as my car with my company logo.