Horrible Technician never showed up for 2 days

How do you know the technician is horrible if he didn’t show up? Dispatch is done by the dispatch center that assigns jobs. The tech doesn’t know where they are going until they hit the dispatch button   And it’s random based on many algorithms

They are short staffed on techs (as well as agents over the phone, hence the increased outsourcing), because of Covid. So if anything happens such as appointment on another job taking longer, tech calls in sick or other family emergency, something happens en-route, etc. then they don't have the flexibility to just have someone else cover down.

Agents over the phone don't talk to techs. They only can go by whatever may have been notated on the appointment. So they may see status of appointment canceled, rescheduled, etc. but not the exact reasoning unless the tech or dispatch typed it in. Likely exact reasoning is kept at the dispatch level. All the customer service agent can do is reschedule the appointment.

So their time is valuable too. Techs don't go to a job, they aren't paid for that job. So very unlikely that they have "no regard for your time". Yes a couple missed appointments is an issue, but doesn't mean your time isn't regarded as that is just an assumption born of frustration.

I understand all of that but that's not a reason to not communicate. Someone should communicate whether the appointment needs to be rescheduled. The same way they call to communicate their delayed or enroute, they can can do that if appointment needs rescheduling Instead of having customers wait all day and never show up. 

Not getting notice that appointment may be late or that reschedule is needed, now that I agree is an issue they should be able to address. But again it is not someone having regard for your time or not, simply a problem they need to fix. Though I wonder if there is so much administrative juggling going on from the short staffing that it affects even something as simple as a courtesy call letting you know to reschedule (or if late at least giving you the option to choose to do so or not).

The dispatch center is responsible for contacting the customer. Being that most are working from home with only a single line and constant call coming in things tend to be lost in the vortex 

Thanks, I had been wondering about that since was trending in some posts. So boils down to a pandemic that businesses, make that the world, were not prepared for. Even late arrival/reschedule needed calls are affected.

So what is horrible is Covid itself and what it does to the world, not simply the individual.

As a manager I have access to dispatch via an internal messaging system called smart chat. I was chatting with dispatch and she told me she was responsible for the entire west this includes all of California and Nevada and she had over 1000 techs she had to keep track of and that working from home with her one personal phone line limited her to how many calls she could make all while scheduling and redirecting techs all day. I personally would lose my mind