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I hear that ISDAL & GBDAR have been given three months notice from Samsung. Anyone else heard the whisper?
Indies nationally, many already setup although I don’t know all of who or where, couldn’t get the info but did pass a lot of repairs@/WTA data over to them to look for agents. 😉
K.
Re: Samsung
Another little snippet, and a continuation of the conversation had at Sibson the other day regarding Bryan doing Saturday & Sunday working for them. If you were not in attendance a rather heated debate went on between Bryan and Kevin (MDM) about the sense/ethics of working weekends. It now seems that Mr Nickling has decided it’s such a good idea that he is intent on thrusting it upon his other indies. Your point I think Kevin 🙁
Re: Samsung
Hi
If the area engineers doesnt want it or cant do it then it will be offered to the next nearest I believe.
I cannot honestly see it going for long as the costs are going to rocket out of proportion to the calls being done,my case average 2 calls a weekend for £1000 the maths dont work which ever way you do them.
At the end of the day ask the question to the engineers if they are happy to do it then its there choice,the way interest rates and feul costs are going you cant turn away £4000 a month.
if my 2 engineers said no then thats the way it would have gone but they also want the extra good things in life.
Bryan
Re: Samsung
There are days when I wish I’d listen to myself. 😕
Korean bloody companies, always a damned hassle…
Sarah@ Samsung wrote:Kenneth
We insure all our customers and if your company is late in filing your accounts then our insurance company is going to naturally express concern.
As a result they have withdrawn your credit limit until they have sight of the new accounts.
I discussed this with you the other week and asked for a copy of the accounts and requested a payment on account in the meantime. So I am surprised and disappointed to hear that you feel that we have not kept you informed of the situation.
Our company policy states that we have to insure all our customers and if that fails then we are to receive payment up front.
Regards
SarahThis is all because our annual accounts are a bit late, IIRC, they were due for filing at the end of January.
In any event the response just sent was…
kwatt wrote:Hi Sarah,
As a small business we have never encountered this problem before and I was happy if a bit miffed, to go along at first just to solve the problem in the short term. I was a bit confused as I didn’t and, can’t, see the requirement to insure such a small level of debt, but if that’s the policy then so be it. What I cannot do is run NW to suit any one manufacturer’s policies.
I also cannot see why spares cannot be contra settled against the repair work carried out as that’s what all the spares are for. In effect, at all times, Samsung presents NW with a larger risk through financial exposure than the other way around, which is what I presume you are insuring against.
Craig emailed last week to find out why further orders, placed after the ones you released on speaking to me, were not sent, to which we had no response. We have simply been left in limbo until I mailed Carl yesterday afternoon. We have had no parts and no reason as to why the the orders had not been fulfilled despite requesting this information.
Do you wish the calls we have in progress sent back so that you can assign them to another agent? As I have explained I am not prepared to pay “up front” in order to carry out manufacturer service where there is no profit to us on spare parts use. This makes carrying out any Samsung warranty work unviable and costly as well as tying up cashflow for NW in order to subsidise service work for Samsung and that I am afraid I cannot do.
Regards
When they bullet me for effectively not subsidising their service it should be an interesting thread.
I have to wonder how they insure companies that are not Limited.
I just can’t be ar5ed with the hassle.
K.
Re: Samsung
Samsung terminated this morning.
Copy of email to Carl Nicklin:
kwatt wrote:Hi Carl,
To be honest I don’t see the need for this, I don’t require it for anything else at this level and it’s just a hassle as I said when we discussed it a short time ago.
However that, as I explained, isn’t the only issue.
We are constantly being pestered on the phone by the call centre for information logged onto the system that they have access to and can see, calling us ten times a day or more will provide no further information. All this does is clog up the phone lines with stupid, needless questions meaning that actual customers can’t get through as well as eating up admin time. As an example just this morning, we have had three calls about a machine that was attended on the 2nd April by the call centre, this machine had a cracked liner and the job closed and completed as well as being paid for on the system, why are they wasting our and their time calling us about such things?
Pre booking calls isn’t working, many of the areas are too remote and calls spread too far afield in this area for it to work effectively. Without Samsung having access to our diary which currently isn’t possible, many calls are just not possible due to this leading to us having to call customers and get the grief because we can’t deliver on Samsung’s promises. This increases our admin time substantially for a good many calls as well as gives us grief that, frankly, we don’t need.
We have already had two instances where machines have been exchanged that we have tried to book out for parts fit, no notification was given of these exchanges leading to embarrassment on our part as we didn’t know what was going on and excess spares not required that we then have to mess about with trying to return. Thankfully in these instances the spares were supplied FOC but both were compressors which would not be cheap to buy or return under normal circumstances.
Due to this we regretfully cannot continue to carry out Samsung work as it is not profitable to do so and just too much hassle for not enough return.
We will obviously continue until you can locate a replacement agent or until the 23rd July if required, whichever comes first although I am informed that there is another agent already operating in the area. However we will not be in a position to buy spares on account or by payment up front for reasons already explained in previous discussions of the matter. As discussed I will ask that any spares requests are emailed to you directly.
Best regards
Kenneth Watt
Too much grief and hassle, not enough out it for me to put up with the crap.
K.
Re: Samsung
One of my engineers (Not refrigeration) has one I/G and has an icemaker fault. He lives in Taunton and they use someone from Exmouth Devon.
My eng phones them yesterday at 8.30 and they made the appointment for today, Weds 23rd Home all day. They told him an all day call, so he gets his missus to take a day off. They would not tell him who was calling, and insisetd that it was a firm appointment.
This morning at 9.45 he gets a phone call from the Samsung eng telling him he cannot call today as they have booked him a full day, including Plymouth Barnstaple & Weymouth. He now has an appointment for next week. This engineer told my guy he had all his calls arrive this morning.
Alex
Re: Samsung
Well I informed Samsung that we are re evaluating our contract with them last week after I received a e-mail from carl nicklin.
it was not well described in what they was actually trying to do and he did not like my response and replied by e-mail asking or not in so many works reconsider my position on the request.This to me was putting it “if you dont like it we will replace you”.
I have a meeting with his boss KR on sunday to discuss several issues that been nibbling away for the past while.So I have upset him slightly but at this point even though they supply a lot of work I would walk away.
We will see how far KR knows how the network feels and how far he will back Carl up on sunday,Carl has not been invited to this meeting,I have another one with him on wednesday afternoon.
Bryan
Re: Samsung
Lawrence wrote:What are they asking you to do Bryan ?
Yes I’m a tad intrigued as well. What is the bones of this e-mail? Do Tell!
Hat off to you though to command a meeting and get a Sunday.
Alex
Re: Samsung
Hi Lawrence
This has built up over a period of time and slowly carl has tried to push one way only all the benefit of samsung and taking no notice of Its not there company they are running we have other commitments also.
All the issues are small to a point but the final straw was the change of weekend schedules which meant that we would have to change all the weekend coverage diaries with the engineers as Carl has decided to change the schedule without notification or discussion.Its taken nearly 9 months for him to reject a manual invoice which he has been sent at least 6 copies and not been paid.We have just received payments for weekend coverage going back to april/may last year.
Pushed for w/e coverage then reduced it from every w/e to every other w/e.Then only Sat then every other sat.Then cancelled in dec.They done the budget and requested and got it but when it meant that the engineer wasnt getting full diaries they changed it..his comment..you have to se it from our point..My reply was and the engineers who budget and take w/e work that has been promised then take a pay cut in principle.
Then am / pm calls put a statement that looked and come accross that if you wont do it i will find someone else to cover your area.This has also been put to at least 4 other engineers that i have spoken to and all is not happy with the samsung engineers.
Yes the work is easy.payment for standard work quick ect but high on administration and pushy if he doesnt have a yes sir no sir when he wants it.
I run MY company to make a profit and also have to merge other companies into diaries,they would if they let them take over.This wont happen with myself.
KR thinks everything within the service network is hunky dory but its not and i will be putting a few points over at the meeting weither I lose the contract or not.
Bryan
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