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When you give say, 6 months / 12 months guarantee on repairs do you guarantee door parts. For example 4 months ago I fitted a door inner to a hoover new wave washing machine, the hook has broken again. Should I repair it for free. Your thoughts please. Cheers.
Re: Guaranteed Repairs
timdowning wrote:Should I repair it for free.
It’s a breakage in this case, someone has physically damaged it through misuse I would suspect? (Unless that is the door is mis-aligned with the interlock (i.e dodgy door hinge) or the Interlock faulty or even the air bell system blocked?) :rolls:
Re: Guaranteed Repairs
We give 12 months guarantee on parts fitted, with the exception of door gaskets and plastic parts. Unless it can be shown to be a defect.
Greg
Re: Guaranteed Repairs
We give a 12 months guarantee, unless on wear and tear items, eg hotpoint carbons. Unless you can prove the customer has misused the door, unfortunately it may be better for your future business to replace free of charge. I would.
The one that bugs me is the fan oven heater elements that go within a few months.. Cant really blame wear and tear there!!Re: Guaranteed Repairs
If you tell them that plastic parts and door gasket are not g”teed on the first visit they will be more careful in future. I also stress that Hpt T/d thermostats are not g”teed, one customer used to get through 3 sets a year due to a high turnover of nannies who were never told they had to clean the door filter. Still nice little earner she never complained 😉
TurboRe: Guaranteed Repairs
I’ve never been too sure if the suppliers give a 12 month guarantee on parts. I fitted a second replacement fan oven element to a Hoover built in oven this week. The previous element I had supplied but not fitted and had lasted about 11 months. There are a few Neff ovens which also seem to eat elements but I normally only give a 3 month guarantee on my work. At the end of the day the customer pays for everything we do, including guarantee jobs so I can keep my prices lower by giving a shorter guarantee.
Re: Guaranteed Repairs
The simplest way of tackling this problem (which I have always done) is to provide the same parts guarantee to the customer as your supplier gives to you. How can you have a higher liability than he or the manufacturer has?
Andy
Re: Guaranteed Repairs
andy2 wrote: How can you have a higher liability than he or the manufacturer has?
Andy
You can’t Andy, but it can make good business sense to take the very small gamble and offer 12 months. Fitting about 95{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} genuine spares, I almost never had failures after 3 months. I can’t remember ever being stung by it, but customers were much more confident in me as a repairer giving 12 months guarantee on repairs and I’m sure it helped gain extra customers from my ads.
Re: Guaranteed Repairs
I see your point Andy but I have found most of my customers never even ask about guarantees and when i tell them there is six months warranty on a motor or whatever they seem pleasantly suprised.
Why open yourself to more risk than is necessary?
Andy 😀
Re: Guaranteed Repairs
i give six months guarentee but am flexible theres nothing worse than an item failing a week out of guarentee. if i fell it should have lasted longer will still replace free of charge.
the moral is treat your customers the way you would like to be treated and you cant go wrongDave
Re: Guaranteed Repairs
andy2 wrote:I see your point Andy but I have found most of my customers never even ask about guarantees and when i tell them there is six months warranty on a motor or whatever they seem pleasantly suprised.
Why open yourself to more risk than is necessary?
Andy 😀
Fair enough. I used it in my advertising which I believe helped atttract customers in the first place. It could be that it didn’t make much difference, I have no way of telling. I just know that if I was choosing a repairer and saw one stating “full 12 month guarantee” I would be attracted to them, especially if no one else mentioned guarantees.
Re: Guaranteed Repairs
Just been to my last job today which was a case in point on this thread. Fitted a Cre 6204370 oven element just over a year ago 2 weeks over to be exact. Agreed as it was only 2 weeks out of gurantee I would replace it F.O.C. Done the job and not even a thank you! So I told her if this element fails again the guarantee is 1 Year and not one day over
Could I have been any fairer
Goose
Re: Guaranteed Repairs
Normally if a part or product is replaced with (say) just 1 week to go, the original guarantee continues and is not extended. That is, the new part is guaranteed until the original guarantee runs out – a further 1 week. As this guarantee had already expired, technically she has no further guarantee on the part.
Having said that, I’ve always felt it slightly dodgy doing that, and I’m sure is challengeable, but most companies do it. The argument is that a guarantee can’t keep being extended indefinitely. So, you could argue you’ve been extremely generous 😉
Re: Guaranteed Repairs
Goose
Do you mean that you gave her a further guarantee of twelve months on the new element that you fitted for free?
Re: Guaranteed Repairs
goosegreen wrote:Could I have been any fairer
I will put you down as being too fair for your own good to be honest. 2 weeks beyond your accepted guarantee period and you do it for free? Well respect to you my friend and it is a shame your ‘customer’ did not at least acknowledge the trouble and expense you have suffered? In fact your statement bares out in the true sense in the old saying “give ’em and inch and they’ll take a mile”…your experience proves that to be true in every respect.
I’m pleased you shared that with us Goose as that only strengthens my resolve even more in the way I will deal with such instances. “Out of guarantee?….that’s a shame, but tell you what? Best I can do for you, and being as it is only 2 weeks out of my guarantee, I will fit the part for free and just charge you my labours…can’t be fairer than that eh?”
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