When to charge?
If a customer calls in with troubleshooting questions on a system DyTerra did not sell, AND it takes 15 minutes or more, AND we do not sell this customer any repair parts worth at least $1000:
Ask the customer for a credit card # and email so we can charge them for half an hour of labor at $75.00 based on $150.00 per hour.If we sell a customer a new NH3 system, Steering system, or Rate controller, AND there appears to be a faulty product requiring an onsite service call within 1 year of the sale date, then:
DyTerra is responsible for this call at no charge as it should be covered by warranty.If the customer buys a new Steering kit, Rate controller, or NH3 kit AND the customer decides to install the kit themselves and declines to hire our setup crew, then asks for an onsite service call, then:
We need to invoice them for travel time and labour unless you can assist them over the phone or remote support.