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What's your process for warranty or callback tracking?

Ray DeLuca

So here's the thing. We just crossed 200 callbacks in the last quarter and I'm trying to figure out if that's... normal? Bad? Depends on the tech?

Right now we log callbacks as a separate job type in FieldPulse. Tech finishes original job, customer calls back within 90 days for same issue, dispatcher creates 'CALLBACK' job with link to original. Simple enough.

But I'm hitting walls when I try to pull patterns:

  • Which techs have highest callback rate per job completed?
  • Are certain equipment brands or install types trending higher?
  • What's our actual cost — labor hours, parts, customer goodwill?

Reports are giving me totals but not the ratios I need. And I suspect we're under-reporting because techs sometimes just... handle it quietly on their next scheduled day instead of flagging it properly.

How are you actually tracking this? Custom fields? Tags? Separate workflow entirely? Someone tell me I'm not the only one making this up as I go...

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  • I'll add something we're testing — warranty tier tagging.

    Not all callbacks are equal. We split:

    • Manufacturer defect (recoverable via supplier)
    • Installation error (our cost, training issue)
    • Customer misuse (billable, but handle carefully)
    • Unresolved diagnostic (ambiguous, needs manager)

    Changed our whole conversation with the team. Suddenly it's not 'why are callbacks up 12%' it's 'why are installation errors concentrated in one crew.' Much more actionable.

    Also — and this is bold — we started posting callback rates by tech in our monthly standup. Public accountability. Initial grumbling, then improvement. Sometimes you need the visibility.

  • in reply to Gwen Albright

    Pro tip: if you're going to share rates publicly, normalize by job complexity or you're just shaming the guy stuck with all the ancient equipment no-call customers.

    We weight callbacks by job type. Standard PM hardly counts. Full system replacement with duct mods counts heavier. Took some spreadsheet work but fairer to the field.

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  • in reply to Gwen Albright

    Pro tip: if you're going to share rates publicly, normalize by job complexity or you're just shaming the guy stuck with all the ancient equipment no-call customers.

    We weight callbacks by job type. Standard PM hardly counts. Full system replacement with duct mods counts heavier. Took some spreadsheet work but fairer to the field.

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