The visit he bought as care is the visit he has to get through
He agreed to be looked after. What knocks on the door is a man with something to offer, twice a year, in his own hallway.
Twice a year somebody knocks, and twice a year he has to work out what to say to a man standing in his hallway with a clipboard and a recommendation.
The plan was sold as looking after the equipment. Then the visit arrives carrying an offer, because a visit costs money to deliver and somebody upstairs worked out that a tech inside a house is an opportunity. Both of those are true at the same time, which is exactly why it survives.
What he agreed to was being looked after. What shows up is a man with something to sell him.
He bats it away the first time, politely. The second time he is ready for it. By the third he has learned what the visit is for, and the peace of mind he thought he was buying has turned into a thing he schedules around.
Then he cancels, and the reason he gives on the phone is the price.
Sit through one maintenance visit the way the customer experiences it, start to finish, and count how many times somebody is asked to decide something.
The notebook is where this turned up. If you want it fixed rather than described, that is a look at how yours is built, over at Titan Tech Tools.
One question a week.
Two minutes, one problem, something to do about it. No pitch.