I take phone calls from customers, diagnose and estimate the length of time it will take to fix their problem, and schedule an appointment for an engineer to be there. It is then my duty to dispatch this appointment to the engineer, at the appropriate point in time.
At this point in time, I am no longer associated with your on site service. If the engineer does a bad job, it is my job to talk to you and determine if the problem requires the engineer to go back out and solve the issue, and determine whether or not it requires billing.
Do not vent your stress to me. I will get the engineer in contact with you as soon as possible.
Do not yell at me because the engineer was unable to make it at the scheduled time. I will have an engineer to you as soon as we can, I promise. Sometimes appointments take longer than expected, and sometimes cars break down.
That is all.