UK Whitegoods Washer Project Explained

UK Whitegoods is about to launch it’s own brand of front loading washing machine, available through UK Whitegoods. UK Whitegoods has been able to input into the design specifications of the appliance, the result being an appliance designed to be easy to service. A well put together appliance with several easy features, including:

Easy access front panel and rear panel
Quick removal of Fascia
Pinned suspension fixings
Cold fill only
Electronic control

The appliance is of good quality, materials and finish, along with separate On/Off switch, multi programmable timer (with 30 minute wash cycle) and a delay timer. With extra features such as an additional drain filter siphon hose, large door port with a twin hinge giving extra reliability. This appliance has been designed to be marketed as the independents own brand, if you like, designed by engineers for engineers.

The appliance is aimed at the £400.00 market, featuring 5 year free parts cover (appliance sale must be registered with UKW to qualify) inclusive of the 12 month guarantee. With an extended warranty available to cover the labour expenses for a further 4 years after expiry of the 12 month guarantee period. More information on the extended package is due in soon, we will update you as we have it.

To ensure this appliance is an attractive package for retail sale, UK Whitegoods will be the retailer in the case of all internet sales with the agent being the retailer of sales from (his or her) stock.

We have calculated a margin of 20{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} based on a targetted price of £400.00, including VAT for the retailing business.

Also available to Authorised Sales and Repair Centres (Level 2) will be the “in guarantee” work; with conditions in place to ensure 2 day service as a maximum lead time in 80{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of calls as a minimum target. There is also a bonus to being the “regional” Authorised Sale and Repair Centre (Level 1), more on that later in this presentation.

Obviously, designed by engineers for engineers, also comes with “Aftercare” service we would all wish to receive, all the time. Quite simply “Aftercare” has to equal or exceed your customer’s expectations, for the whole package to succeed.

To top this all off, you can place your order electronically on the site with our easy to use order form, pay electronically (switch, visa etc), register your customer (important for the 5 year part warranty), specify delivery instructions where applicable and receive the product delivered to your door.

To summarise so far, an appliance designed to be easily serviced, to have attractive features, to include a decent profit margin along with the “in guarantee work attached (conditions apply). Also, with easy administration and payment using our web site, including delivery to your door (not your customers, yet). With a 5 year free parts guarantee backed up with product training and technical support, what more could you want?

UK Whitegoods now has need of its own Service Network to carry out its own “in guarantee” work with extended warranty work commencing 12 months after launch. Launch is planned for December 2005.

There will be 3 levels of Authorised Agent appointed to sell and or repair appliances with conditions attached to qualify for any level. What follows is an explanation of our expectations of our agents and how we will remunerate those who represent UK Whitegoods:

1) Authorised Sales Agent. (Level 3)

An independent retail business can register with UKW to apply to become an authorised selling agent. Any such business will be visited and inspected by an employee of UKW to vet and prepare the business to operate our systems.

UKW will require minimum standards to be upheld for the awarding of an “Authorised Sales Centre”. The overall presentation of the business along with safe working practices and adherence to H&S will be paramount. The ability and knowledge of installation of appliances (where offered) and an understanding of product will also be essential.

Where a business only wants to retail, without servicing/repair entitlement UK Whitegoods will assign all “in guarantee” work including future extended warranty work to another of its members, in perpetuity.
Whilst a Sales agent can upgrade to the next level, any previous sales and associated work will remain the property of UK Whitegoods and distributed in accordance with current procedure. The newly upgraded Sales Agent will receive his own sales/service work from the upgrade date only.

Upon successful application the Sales Centre will fully become “Authorised” and a full member of the UK Whitegoods support facility. The support facility will be able to supply point of sale literature and promotional material along with training and technical support.

Sales agents will be free to set their own selling price to include delivery/installation as they see fit, or indeed apply a charge for delivery and installation. We advise all businesses to acquaint themselves with the WEEE directive and to adhere to all legislation at all times, along with the safe disposal of waste packaging material.

2) Authorised Sales and Repair Agent. (Level 2)

From the sales point of view all the above applies, with added responsibilities for a repair agent as follows:

To be able to repair the appliances you sell will require the following qualifications:
a) You and or your engineers must attend a product training course and attain a pass on the particular appliance.
b) You and or your engineers must attend updated and ongoing training, relevant to product and customer service.
c) You must be a signature to the AC and its principals and agree to abide by its considered decisions.
d) You and your engineers must agree to work toward a recognised qualification in the industry, such as NVQ level 2, as and when UK Whitegoods can offer assistance to you, in respect of this.
e) You and or your engineers must abide by H&S legislation and the UK Whitegoods Charter, wherever possible.
f) You and your engineers must be prepared to be vetted and annually inspected in regards to continuance of the “authorised” facility.

In return for compliance with our requirements we will pay the following service rates:

An “in guarantee” call, fixed cost labour repair @ £50.00 plus VAT is now confirmed.

An “extended” warranty call, in excess of the “in guarantee” rate.

These enhanced rates are non negotiable and fixed for 2 years from launch, where upon we will endeavour to supplement the rates with at least a cost of living increment on an annual basis.

All agents at this level will be able to sell and repair the appliance for the first 5 years of the appliances life. After the 5 year period some customers may well sign up for further P&L cover with the insurance company and we (UKW) will handle this work and it will in turn pass to the original selling agent. At this time an admin fee will be applicable for the call administration, to be agreed as a percentage of the completed call rate with the agent, we estimate this at the current call rates as 3{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} or £1.95 plus Vat.

Chargeable work will also be passed through the system to the original selling agent or the next in line iaw our procedures where the selling agent has expired. It is not anticipated that there will be an admin fee for this.

Please note: All work will be monitored for accuracy, recall situation, authenticity and performance. UK Whitegoods will reserve the right to reposition work where a Service Agent fails to reach and maintain the defined standards in the agreement. Genuine recalls should be accepted and not claimed, as we will pay for new calls, without question. The agreement referred to is one drawn up between UK Whitegoods and the Sale and Repair Agent. A safe guard for both parties, allowing flexibility and common sense to prevail.

3) Regional Sale and Service Centre (Level 1)

All level 2 and level 3 stipulations apply to this final level of Agent. At this level the agent will have the following extra responsibilities:

a) This will be a multi engineer business most probably covering a larger area (postcode) with all three skill sets. At this time Gas capability is not envisaged but all eventualities will be considered as and when.
b) This level of agent will automatically receive “work” from the level 3 agents in their postcode areas. Where the Level 3 sells an appliance, the “regional” agent will accept the next 5 years work on that appliance, in perpetuity
c) This level will also accept to undertake “inspection” reporting for UK Whitegoods to enable us to investigate the following:

1) Reports of malpractice of any of our Agents.
2) Disputes between customer and agent, for the AC purposes
3) Transit damage, BER appliances, not satisfied end user problems.

UK Whitegoods will negotiate separately for this service with the regional agents.

d) Where a Level 1 agent can accept no further work the Level 2 agent will offered the work, once transferred it remains with the Level 2.

To Summarise:

We want to create a network of agents working from a level playing field. All agents are equal and able to reap what they sow iaw the above levels. It can be seen that a small operation of say 1 or 2 men can repair what they sell as long as they conform to the rules. This will allow tangible asset value to be attributed to a business, when the proprietor decides it’s time to move on. Of course, UK Whitegoods reserves the right to evaluate the incoming proprietor for suitability and customer stability. The ability to retain the work on an appliance you sell, for 5 years, is an industry 1st, for much of the industry; we acknowledge a few have had the bargaining power to do this up to now. In fact we only know of one.

Another industry 1st is that we will be able to allow you to switch off your allocation of work (7 days notice required). Consider you have booked a holiday (the first for some year’s lol) and ask for that weeks work to be diverted whilst you are absent. We will be able to divert the weeks work to either the “regional” or another “Level 2” who covers your postcodes for the duration. This will also apply where sickness or unexpected events tie up a service centre.

For once, none of the agents are competing against each other. There are over a million washers sold in the UK each year and all have the opportunity to join in at whatever level they wish.

UK Whitegoods are open for business. Kevin Heath is the Director in charge of formulating the Network and processing applicants.

K.