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My thanks to Mark for the following info…
Kevin,
the reported failed ISE machine I was called too yesterday was a false alarm, she only had one thick sweatshirt in it and one thin item, no way could it get it in balance. We tried a bigger load and it was fine. The instruction book is a bit lacking in many ways, including not mentioning small and o o b loads. We need to work on that I think. That customer has upgraded from a 14 year old Hotpoint that would spin regardless of load and she agree’d that it used to dance around the floor when doing so!
To be honest, I think the helpline should have sorted that one out, at least they should have suggested to try another load in it, dont want to be called out for every OOB fault now do we.
Mark.Unfortunately David who was manning the helpline is not an engineer and this one slipped past, however david now knows and will deal with these in the future. Trust kwatt to go on holiday!
I do have another meeting on Friday where I will advise on changes to the instruction book to cover this eventuality, are there others?
I can’t promise the Turks will do everything, just that I will insist they are changed.
We could write our own and supply the factory and have them replace their version, however that will take more time than I have to get a quick fix.
ThanksKevin
Re: The 1st intervention
would be willing to help write instruction book……for an appropriate fee of course.
mark.Re: The 1st intervention
Just done two more installs today, this is very useful info, will remember to mention OOB until the manual is sorted, on calls to replace an older pre OOB control type of machine.
One question I was asked today, is there a rinse hold facility, reading the manual quickly I couldn’t see one. ❓
Re: The 1st intervention
You can’t win, just can’t win…
I get people telling me that I look as if I need a holiday, I get grief because I rarely take them, then get slagged off because I do. Even then I moan like hell because the net connection is so dodgy. Why oh why can’t we be like the US in this country in regards to that?
Anyway…
The instruction manual is, IMO, like most others, pretty grim. I don’t even need it to hand to tell you that, but then I’ve yet to see one that meets with my approval. Kevin will freak when he hears that I think that the design just sucks. 😉 (in-joke)
I have one or two radical ideas on this very subject, which is very unusual for me, but I do like to have a different approach. 😉
So here’s the first different approach…
What do you guys think is lacking in the current installation manuals and not just for ISE, what do you not think it explains and what would you tell the customer?
That’s not a silly question, I have my own experience in the field and on the phone, as does Kevin, Dave and Sean, but I or we don’t know everything and who better to ask that question of than those that encounter the stupidity of some books than the very people that have to try to explain stuff to the actual user? And, as we well know, many “faults” are no more than poor explanation, nothing to do with the actual appliance.
K.
Re: The 1st intervention
I’ll kick off by saying that the importance of a maintenance wash should be far more prominent ( thats if such info is even in the ISE manual) I had a Hotpoint WM drum support change today and when I informed them that the advice on doing a maintenance wash was in the user manual they rummaged around and actually found the 9 year old booklet. It took me ages to find it but I did eventually find a small postage stamp sized box, hidden away on the back pages giving the requisite advice.
In fact, alongside, or even in place of the ‘Quick Start Guide’ should be a Do & Don’t guide.In LARGE PRINT Check pockets. ( with clear and obvious warnings of the financial consequences of not doing so regardless of any guarantee). Don’t overload/underload, plus all the usual causes of needless service calls.
But then I have just realized that I make a good part of my income from the general carelessness or stupidity of the public at large. 😉
Re: The 1st intervention
As the machine is sold on the fact it is ‘designed by engineers’ and all the hype that goes with it. It is a little disappointing to realise no mention of out of balance is included in the user booklet and that the booklet is regarded as being “pretty grim” overall. 🙁
Re-working and reprinting the booklet to include whatever omissions are found will take a great deal of time and extra money no doubt. So in the interim period, would it not be prudent and good ‘pr’ to produce a ‘supplement to the user booklet (or addendum – whatever you wish to call it) to be immediately made available as a PDF download so all could print out and supply their customers?
Re: The 1st intervention
The quick start guide may well be the thing we can most easily improve on as, in the case of my customer the other day, she discarded the book and only read the quick start guide so I a m sure we can easily knock one of those off with all the important facts on and give to the customer along with the guarantee card meaning no need for it to be included inside the machine from the factory.
The book does, surpisingly mention a maintenance wash.There are 2 schools of thought regarding instructions,(3 if you include the current type written by someone who never uses a washing machine) one is a concise and serious description of features and facts while the other is a more fun “for dummies” style with little cartoons of washing machines jumping up and down etc. making the reading less of a chore while still getting the facts across. I know which I would prefere.
Re: The 1st intervention
Martin, surely it would be better to comment on the contents of the user guide if you’d seen it!
Mark, I think your idea is good and I email you an idea later.
KevinRe: The 1st intervention
kheath wrote:Martin, surely it would be better to comment on the contents of the user guide if you’d seen it!
I haven’t seen one Kevin, sorry!
Kev, I know what Mark’s talking about. It’s the sort of thing I mentioned to you nearly a year ago at a meeting about this. So of course I’ll say it’s a damn good idea. 😉
K.
Re: The 1st intervention
following todays meeting….
If we rewrite the instruction book/ quick guide in any way then CDA will forward it to Beko for printing and inclusion on the assembly line, as long as there are numbers involved the cost will be too small to increase the price.
We therefore need to press ahead, Mark I’ll have a chat with kenneth over the weekend and he or I will come back to you.
KevinRe: The 1st intervention
kheath wrote:We therefore need to press ahead
If you could loan me a copy Kevin (so I can scan it and return), I would be more than happy to help in it’s ‘re-write’ 😀
Re: The 1st intervention
I’ll post one on Monday or you could meet me at the North London Hotel where I’ll be dropping off an ISE for the detergent training sessions next week.
I’ll show you the appliance whilst your there.
Kevin
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