SOP Customer Reports Injury
Injury, Crime or other Major issue
SOP, Customer support should NOT RESPOND FURTHER TO THIS TYPE OF TICKET unless a clear SOP is provided below.
For Injury, Crime or any major issue the Customer support ticket should be escalated immediately to Ansgar and the Brand CEO for approval to provide an initial response.
Injury SOP
Email response (develop boiler plate language that is acknowledging the incident but not accepting liability).
EXAMPLE: I am sorry to hear about this incident. We want to ensure that our bikes are always maintained to the highest standards. This bike has been put into maintenance mode and we will be sending out a mechanic to complete an investigation of the hardware. Due to your poor experience, and as a courtesy while we look into this issue, we are refunding your rental.
Investigate rental details - end rental photo, duration of rental, ride trip path. Provide these details to Ansgar and brand CEO
Provide a refund for the rental in question.
Put bike into maintenance mode and submit emergency ticket request to local mechanic. Mechanic is to take detailed photos of each component of the bike as well as a zoomed out photo showing the bike at the station (or its current location).
Mechanic is to transport bike to storage location to complete a full assessment, submit photos and findings to CS, CS submits back to investigating team (Ansgar/Brand CEO)
The bike is held in storage (i.e. removed from service) until the investigation is complete and Ansgar/Brand CEO has determied that the bike is eligible to return to active state in the fleet.
Crime SOP
Other Major issue SOP
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