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How many times do you come across customers that don’t bother read their User Instruction Booklet :rtm:
When you go along and carry out a functional test on a machine, most customers stand back in total bewilderment….usual comments…
“I didn’t know you could get the Dispenser Drawer out!”….
“I’ve had it for 2 years and never knew it had a ‘Defrost Button’?”
“Where is the Drain Filter then?”
“Oh, you can set it to Rinse& Spin only…I never knew that!”
“I could never figure out how to set the clock, so we just left it flashing!”
“I just press that button and turn it to there, don’t know what the other buttons are for though?”
“Oh! I thought all the buttons had to be pressed in to start it!!!”I have always concluded when dealing with customers in these circumstances that it is true what they say…IGNORANCE IS BLISS
and I charge extra for that :rotfl:Re: Oh! I didn’t know it did that?
Perhaps we should change the name of the new machine from ISE to RTFM. 😉
Re: Oh! I didn’t know it did that?
iadom wrote:Perhaps we should change the name of the new machine from ISE to RTFM. 😉
Re: Oh! I didn’t know it did that?
The one that gets me is multifunction ovens. The customer winges about not having an oven for all of the 2 days it took us to call out when its only the fan elements gone. When I mention that she is lucky that she has the convection oven setting to fall back on I get a bemused “are you mad?” look.
Re: Oh! I didn’t know it did that?
“this washing machine you sold me is a piece of crap, its beeping at me flashing f2 (or any other such code)”
“have you checked the manual?”
“No its not working!!”
“f2 means no water can get into the machine, have you checked your hoses?”
“they worked fine on my old machine”
“check your taps make sure the water is turned on.”
“Ok but I am sure its the machine.”
then no call back how strange.
average call i get.Re: Oh! I didn’t know it did that?
I had this little gem a few years back, customer with a Zanussi FJ1295 still under 1st year guarantee. Lady had taken 4 days off work in total, had 3 different engineers who had changed the timer, pcb, pump & switch. Understandably she was a little cheesed off so I thought i’d just play it calm and start at the beginning:
Me: What’s the problem with the machine?
Cust: The rinse hold button doesnt work
Me: Which program are you using ?
Cust: Program “C”
Me: There is no rinse hold on program “C”
Cust: Yes there is
Me: No, there isn’t, do you have your manual?
Customer goes off, finds manual and i point out the lack of a rinse hold program, she promptly goes off on one big time which in some ways i could understand but then if she’d read the handbook…
There were also a couple of red-faced engineers in our office, especially when she tried to claim for lost earnings.
Re: Oh! I didn’t know it did that?
On a slightly different tack , I had a call yesterday, on the phone customer insisted machine was over five years old. Gave me precise model number, WF320G. Now I know this machine has only been in production for about 18 months to two years at the most. Went to machine, it was a WM63 with worn brushes.?????
Re: Oh! I didn’t know it did that?
Hope the ISE will be nice and simple with no excess buttons/displays/programmes few people are ever likely to use.
Mike.
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