[horseman]

Originally Posted by darren_surrey

.....

"There is a door code downstairs, would you like me to give it to you or will you just get the engineer to phone me when he's downstairs"......

What would you have done?

Well I would be posting on VM Forum, but that aside then really you only made two errors!
1. You rang offshore - much more assuring to get appropriate instructions on your customer notes by ringing a UK agent in Swansea. (08:00am best time or if you still get offshore then ask for UK Retentions during Office Hours and they'll transfer you to UK agent)

2. You asked an Indian VM contractor to make a decision without establishing his caste/social standing? Yet apparently you say you're familiar with this?

Next time you'll know better and specifically instruct him to write the Tradesman Access Code AND your mobile number on both your customer notes and also the Tech booking!

Just to make sure then ask him to repeat the instruction in his native tongue Punjabi, Urdu etc.... which naturally you'll be fluent in.
If not best talk to UK agent.