What happens if the knowledgeable resource designated by a Dq Treat Participating Location refuses to troubleshoot over the telephone prior to RMS Service dispatch?
Dq_Treat Franchise · 2025 FDDAnswer from 2025 FDD Document
- ii. Be prepared to provide all information needed including error codes, process or procedures leading up to the error and any other information that may be relevant and might help to expedite the resolution. If the knowledgeable resource designated by Participating Location refuses to troubleshoot over the telephone prior to RMS Service dispatch, the Call Priority will be designated a P2 priority and Participating Location will be invoiced for the field service visit at then applicable time and material rates if the field service technician determines, upon arrival, that the problem could have been remedied through Help Desk Support Services.
Source: Item 17 — The following paragraph is added to the end of Item 17 of the Disclosure Document: (FDD pages 70–378)
What This Means (2025 FDD)
According to Dq Treat's 2025 Franchise Disclosure Document, each participating location must designate a knowledgeable resource to communicate and collaborate with the PAR Help Desk. This resource is expected to provide all necessary information, such as error codes and the processes leading up to the error, to help expedite resolution.
If the designated knowledgeable resource at a Dq Treat location refuses to troubleshoot over the telephone before RMS service is dispatched, the call priority will be designated as P2. This likely means a lower priority compared to calls where troubleshooting is attempted.
Furthermore, the Dq Treat franchisee will be invoiced for the field service visit at the then-applicable time and material rates if the field service technician determines upon arrival that the problem could have been resolved through Help Desk Support Services. This implies that Dq Treat franchisees could incur unnecessary expenses if they do not cooperate with telephone troubleshooting, especially if the issue is something simple that could have been resolved remotely.