Call backs... Your always list?

Discussion created by bustedknuckles on May 19, 2015
Latest reply on Nov 15, 2015 by alnelson



I worked for a company once that had a strange call back system. You could replace the faulty ignition module on a convection oven on Monday and leave with the unit working 100%. On Friday, Bubba pushing a food cart knocks the door handle off and they place another service call. When that serial number hits the system guess what? CALL BACK! Within 7 days any new service call was a call back and it was used in some kind of VooDoo math to go against you on your yearly evaluation. They said it was fair because it was the same for everyone, I say it was all about chance and bad luck...


Call backs happen. It's late, you're covered in some goo that would take a team of scientists to test and the customer is over your shoulder asking "Figured it out yet?" etc. Even on good days things can be overlooked. We all know the first rule to avoid callbacks is to SLOW DOWN. But there are other things you learn over time and with experience. I have an "Always List" in my head as I'm sure you do as well. I think we should share some of those here. You may have some I'm not aware of and we could collectively gain from each other.


I'll start with no more than 3 of mine and would encourage you to do the same. That way several of us can respond and if the thread goes cold, those that have already responded can add 2-3 more to bump it and start it up again.


  • When replacing a blower motor, I always replace the blower wheel. It is easy to damage a blower wheel when removing it. Its old and has been baked for years. Metal fatigue has set in and you have to use a puller to break through years of carbon build up. If you put that wheel back on a new motor, there is a good chance it will be warped and begin to wear on the new motor bearings. Sometimes you have to cut the wheel off because it's seized on.
  • When replacing a compressor that has a contactor, I always replace the contactor. There's nothing like spending a day changing a compressor on the roof only to go back in couple days or on call because the contactor failed or got stuck. Some manufactures require it to warranty the new compressor. (I purposely left one other item off that's an always with a compressor, list it if you catch it.)
  • When putting refrigeration gauges on a small critical charge system (Example: 9oz), I always pull the charge and weigh it back in. First off I try not to put gauges on something this small unless its absolutely necessary to properly diagnose. This may seem like added work but your hoses alone will take a critical amount of refrigerant from the system. You will be back very soon because the customer will be calling. I also built gauges that screw directly on the port without hoses. It has a tee to attach your gauges if needed. Its less than a pound and the customer should know that the minor cost is better than lost product and down time.