[
  {
    "id": "QC-2026-001",
    "date": "2026-03-30",
    "customer": "Karim Alidina",
    "address": "100 Harrison Garden Blvd, Suite 215, North York, ON M2N 0C2",
    "type": "QC",
    "status": "in-progress",
    "notes": "81yo recurring customer (Karim Aladina's father). Quality complaint re: incomplete cleaning. Vadim context (Mar 30): customer has two sprayer machines operating continuously in the apartment that disperse fine dust/powder throughout the space. Entire unit \u2014 including every corner, surface, shelves, and cabinets inside \u2014 is covered in powder residue every 4 weeks. Vadim says it's not feasible to address every detail in the allocated time given this condition. Full deep clean required every visit. 2BR/2BA unit.",
    "resolution": "",
    "created_at": "2026-03-30T20:03:02.912364+00:00",
    "updated_at": "2026-03-30T21:31:40.861216+00:00",
    "history": [
      {
        "ts": "2026-03-30T20:13:04.250060+00:00",
        "author": "Harvey",
        "text": "81yo recurring customer (Karim Aladina's father). Quality complaint re: incomplete cleaning. Vadim context (Mar 30): customer has two sprayer machines operating continuously in the apartment that disperse fine dust/powder throughout the space. Entire unit \u2014 including every corner, surface, shelves, and cabinets inside \u2014 is covered in powder residue every 4 weeks. Vadim says it's not feasible to address every detail in the allocated time given this condition. Full deep clean required every visit. 2BR/2BA unit."
      },
      {
        "ts": "2026-03-30T20:13:15.626171+00:00",
        "author": "Harvey (from Vadim)",
        "text": "Update from Vadim via #team-Vadim:\n\nCustomer runs two sprayer machines continuously that disperse fine powder/dust throughout the entire unit. Every surface, corner, shelf, and cabinet inside is coated in residue by the time crew arrives every 4 weeks.\n\nVadim: full deep clean is required each visit, but given the 2BR/2BA size and constant re-contamination from the machines, it is not feasible to address every detail within the allocated time."
      },
      {
        "ts": "2026-03-30T21:29:13.554560+00:00",
        "author": "Mike",
        "text": "Classification: QC (Quality Complaint) \u2014 bumped to HIGH urgency\nWhy HIGH: 5+ year recurring customer, 81 years old, absentee payer (son in New York holds the relationship). Losing this account = ~$10K+ LTV. Harder to recover once son calls to cancel.\n\nIssues reported:\n\u2022 Bathroom shelves not dusted\n\u2022 Kitchen cupboards/cutlery area not cleaned\n\u2022 Floors under furniture/behind sofas not cleaned\n\u2022 Inconsistent arrival times"
      },
      {
        "ts": "2026-03-30T21:31:40.861222+00:00",
        "author": "Harvey",
        "text": "Proposed resolution:\n\nSOP Classification: QC (Quality \u2014 recurring condition)\n\nProposed steps:\n\n1. ACKNOWLEDGE (within 24h): Contact Karim (karim.alidina@yahoo.ca / +19178085084) to acknowledge the concern and thank him for flagging it.\n\n2. EXPLAIN THE SITUATION: Let Karim know that the sprayer machines in the apartment create an ongoing dust condition that is unusually challenging and requires a full deep clean every visit \u2014 beyond a standard recurring clean scope.\n\n3. PRICING REVIEW: The current 4-week recurring price does not reflect deep-clean-level work. Recommend adjusting the rate to reflect the actual service being delivered, or agreeing on a defined scope for each visit with the understanding that not all surfaces can be detailed in the time allotted.\n\n4. CREW NOTE: Add a permanent note to Karim's account flagging the sprayer machines so every crew knows what to expect before arrival.\n\n5. FOLLOW UP: After next clean, check in with Karim to confirm he is satisfied with the adjusted expectations.\n\nApproval needed from Mike before contacting customer or adjusting pricing."
      }
    ],
    "summary": "81yo recurring customer (Karim Aladina's father). Quality complaint re: incomplete cleaning. Vadim context (Mar 30): customer has two sprayer machines operating continuously in the apartment that disperse fine dust/powder throughout the space. Entire unit \u2014 including every corner, surface, shelves, and cabinets inside \u2014 is covered in powder residue every 4 weeks. Vadim says it's not feasible to address every detail in the allocated time given this condition. Full deep clean required every visit. 2BR/2BA unit.",
    "attachments": [],
    "proposed_resolution": "SOP Classification: QC (Quality \u2014 recurring condition)\n\nProposed steps:\n\n1. ACKNOWLEDGE (within 24h): Contact Karim (karim.alidina@yahoo.ca / +19178085084) to acknowledge the concern and thank him for flagging it.\n\n2. EXPLAIN THE SITUATION: Let Karim know that the sprayer machines in the apartment create an ongoing dust condition that is unusually challenging and requires a full deep clean every visit \u2014 beyond a standard recurring clean scope.\n\n3. PRICING REVIEW: The current 4-week recurring price does not reflect deep-clean-level work. Recommend adjusting the rate to reflect the actual service being delivered, or agreeing on a defined scope for each visit with the understanding that not all surfaces can be detailed in the time allotted.\n\n4. CREW NOTE: Add a permanent note to Karim's account flagging the sprayer machines so every crew knows what to expect before arrival.\n\n5. FOLLOW UP: After next clean, check in with Karim to confirm he is satisfied with the adjusted expectations.\n\nApproval needed from Mike before contacting customer or adjusting pricing.",
    "resolution_status": "proposed",
    "resolution_proposed_by": "Harvey",
    "resolution_proposed_at": "2026-03-30T21:31:40.861202+00:00",
    "resolution_approved_by": "",
    "resolution_approved_at": null
  }
]