Handle Aircon Warranty Claims and Repeat Faults on WhatsApp
This recipe handles the message every home service business dreads: “just serviced last week, now leaking again”. It checks the last job in the customer’s history in your field service software against your service warranty, books a free return visit when the fault is covered, and quotes your normal price when it is not. Disputes and unhappy customers go to a person. Part of the aircon and home service workflows.
What happens today
A customer messages on Sunday night, upset: the bedroom unit is dripping again, four days after a chemical wash. Nobody replies until Monday. The office looks up the job, finds it was a different unit, and the customer feels they are being argued with. A one-star review goes up before anyone has offered a visit.
The answer was simple. It came too late and in the wrong order.
The flow that works
- The customer reports a problem after a job. AeroChat apologises first, then finds their last job in your field service software by phone number.
- It asks which unit and what is wrong, and for a photo or a short video.
- It checks the job date, service and units against your warranty terms, for example 30 days on the same unit for the same fault.
- If it is covered, it offers return-visit windows from your schedule and creates the return visit at no charge, marked as a warranty visit and linked to the original job.
- If it is outside the warranty, or a different fault, it explains why in plain words and quotes the normal price from your list.
- If the customer disagrees, or is angry, it hands the conversation to a person with the job details and photos.
Manufacturer warranties on new units are different from your service warranty. AeroChat tells the customer which one applies and, for manufacturer claims, what they need and who to contact, from your notes.
The recipe
Copy this into AeroChat
When a customer reports a problem after one of our jobs, follow these steps.
- Apologise for the trouble first.
- Find their last completed job in our field service system by the phone number they are messaging from. If there is no match, ask for the name and address on the job.
- Ask which unit has the problem, what is wrong, and for a photo or short video.
- Check the job date, service and units against our service warranty in the knowledge base. Example: 30 days from the job date, on the same unit, for the same fault (example terms, use ours).
- If it is covered, say we will come back at no charge. Offer up to three return-visit windows from our field service system for their zone, create the visit for the one they choose at no charge, and mark it “warranty visit” with the original job date. Notify our office.
- If it is not covered, explain why in one sentence, for example that the job was 45 days ago or that it was a different unit, and quote the normal price from our price list. Offer to book.
- If they ask about a manufacturer warranty on a new unit, tell them what our notes say about manufacturer claims.
If the customer disagrees with the warranty decision, is angry, mentions damage to their property or asks for a refund, apologise and hand the conversation to our office with the job details and photos. If water is leaking onto electrics or the ceiling, follow the urgent breakdown rules. Reply in the customer’s language.
Change the warranty terms to your own before you paste it.
What to connect
- Your field service software. The same connection as the service booking recipe, which holds the date, service and units for each job and the schedule for the return visit. ServiceM8, Jobber or Housecall Pro connect through their APIs. In ServiceM8, create an API key in its settings. In Housecall Pro, generate an API key from its app store (API keys are on its MAX plan). For Jobber, sign in and approve the access.
- Your warranty terms. Upload your service warranty and your notes on manufacturer warranties to the knowledge base.
- Running a small team from Google Calendar and a Sheet? Connect your Google account when AeroChat asks, and approve the access. Keep a customer Sheet with the date, service and units for each job.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Your warranty period and what it covers.
- Whether you make goodwill exceptions, and who approves them.
- How refunds and property damage are handled.
- How quickly warranty visits must be booked.
AeroChat applies your terms as written. Exceptions, refunds and damage claims are always decided by a person.
The result to expect
Customers with a covered fault have a return visit booked the same evening they report it, before they think about writing a review. Those outside the warranty get a clear reason and a price. Your office only handles the conversations that need a decision.
Measure it with your own numbers: time from complaint to booked return visit, and your review rating, for a quarter before and after you start.
Next: maintenance contract renewals and urgent breakdown handover.
Answer the next complaint the same night
Paste the recipe, add a test job for your own number in your field service software, and message “unit leaking again after service” from that number.
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On Shopify? Install AeroChat from the Shopify App Store.