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How would you feel about a repair being refered when a customer had already purchased a spare part ?
Questions that come to mind are…
What state would the appliance be in after the customer had tried to repair
What if they mis-diagnose and the part ordered doesn’t affect the repair
What if the part fails
There is a possibility of repairs being passed through this avenue but I want to protect our interests….
Your thoughts would be much appreciated please, I’m trying to cover all options 😀
Dave.
Re: Repair referals
I got stuck on the first part of the question Dave 😕
What’s a “repair referal” when it’s at home (I don’t get out much I guess) ❓
What Dave is asking is would you accept a call where the customer had already bought the part that they thought was faulty or if they’d been into it already?
Obviously the rest kinda falls into place after that.
K.
Re: Repair referals
I don’t have a problem with this – However, the customer must be advised that all part guarantees (ie recovery of monies for their supplied part) is down to them, obviously subject to us fitting part correctly. Also they may incur extra costs for us having to rectify any misfitted items. To be honest, I guess a good may of us, arrive to find the appliance in the middle of the kitchen with the back/top off. At the end of it, you can just walk away from the job, after telling the customer why.
Thanks for the explanation Ken 😀
Oh Blimey! Yes of course I would…that’s my job, they bu$$er them up and I pick up the pieces and fix them (or try too in some cases 😕 ).
I’m very specific with my “NO REFUNDS” policy on spare part sales too 😉
Re: Repair referals
I would have no problem with that as long as they are not seeking a refund /credit on the part. Infact we used to pick up a lot of work from shop spare sales that way, you know, bod buys a pressure switch for over filling machine (often against our advise but WTH) then is on the phone next day when it has not solved the problem. The only ones i would be wary of are timers, especialy the old wired (as opposed to plug type) ones as the chances of a wire being wrong were high. Not so many of those about nowdays though, thank god.
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