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Just had this from David,
“Sorry for the delayed response. We are unfortunately out of stock of the ISE 5 CI 555 WH gray rear tub’s , we have been trying to source the part all week. There is no stock of this part anywhere in the UK at the moment. We have the parts on order directly from the manufacturer but delivery on these is likely to be up to 4 weeks. We have exhausted all available avenues to source these parts, this unfortunately means that we will have to wait on the supplies arriving from Turkey. As soon as the parts arrive we will have them to you the very next day. Sorry for the inconvenience.”
😯
I ordered these parts on the 11.11.08, and have been chasing it up since.
Was told spares would be sent out this week, now this e-mail arrives today.
I haven’t plucked up the bottle to tell the customer yet.
Where do I go from here?
How about I swap her old ISE5 with a new one?Please advise.
Thanks,
Tim.
Hi Tim,
As a one off due us not realising we were running low until it’s too late give a new five.
Sorry,
John
Re: ISE5 version 1 backhalf
One of the problems that we had Tim was that of the ten or so that we had, we had a sudden rush on them for some reason and on top of that we discovered that several had been damaged in transit.
So of course the combination meant we ran out weeks worth of stock in a couple of weeks.
We do have more on order, two batches in fact, but we have no definitive ETA as yet. We HOPE to see some next week but there’s no guarantee and we didn’t want to get up any false hope.
We have tried all suppliers that hold that tank in the UK and there is no stock anywhere that we have access to.
It’s basically simply an out of stock part, it happens.
K.
Re: ISE5 version 1 backhalf
Typical, two minutes after I post I get an email about these…
Basically we are correct and there has been a shortfall on them, that’s why we didn’t get any.
We’re working on it now and hopefully we’ll see them soon.
K.
Re: ISE5 version 1 backhalf
Thanks for quick responses.
How will it work? Will she get 5 years warranty or just the warranty she had left to run on her old one?
Thanks
Tim.
Re: ISE5 version 1 backhalf
How old is it Tim?
I don’t know what John meant with that last message. 😕
The problem is that if we exchange the warranty is gone forever on the old machine, it’s not transferable at all. What may happen and, i don’t know as we’ve never even looked into this, is that the warranty would continue from the point at which the machine was swapped. Or, it may be a totally new one.
I just don’t know as it’s never happened.
However, it may be a moot point as the part may well be here next week with any luck.
K.
Re: ISE5 version 1 backhalf
It was bought feb 07.
I don’t know what John meant with that last message.
I think he meant:
As a one off, due to the spares problem, I can give her a new 5 for her old one.
Perhaps John could clarify?
Tim.
Re: ISE5 version 1 backhalf
kwatt wrote:One of the problems that we had Tim was that of the ten or so that we had, we had a sudden rush on them for some reason and on top of that we discovered that several had been damaged in transit.
Ain’t that the truth, heres one I received a couple of weeks back. 😥
Jim.
Re: ISE5 version 1 backhalf
Hi Tim,
A bit of digging later…
Turns out that a tank that was going to be sent to you was discovered to be damaged. 🙁
I have asked the AXA to clarify what happens in a case like this but, given the delay we are angling to have an exchange done, But we do need to have confirmation of that from the insurer in order to act. Also given the time I asked on a Friday evening I don’t expect an answer until Monday at best now.
On the part, I have already had an email out the blue as I said and I have requested that the rear halves are delivered as quickly as possible, even if it is only a partial delivery.
In any event it will be resolved.
All I can do is apologise and ask you to bear with us for a few days until we can sort it.
K.
Re: ISE5 version 1 backhalf
I will hold fire for now. I’ll let her number go to voicemail if she rings.
Tim.
Out of curiosity Tim, is it just bearings you need as I have those?
I’ve managed to source the bearing seals.
As if it is, it’s only a 6206 and 6207 bearing with the seal and the seal I can get in the post tomorrow for you.
K.
Re: ISE5 version 1 backhalf
The bearings were in a bad way. I mean bad. The drum was lifting up and down. There is no way I am attempting just a bearing change on it.
After all this time, to strip the machine and then have to tell her I can’t remove the outer bearing race…….
I don’t want to go there.
Tim.
Re: ISE5 version 1 backhalf
Okay.
I will advise on the position of AXA as soon as I get it but I assume that this is for Mrs Hall and they’ll see instantly what I did given the parts ordered and they know that I have bearings available. But, we’ll see what they say anyway.
In the meantime I may have located one rear half for now. I’ll know more on Monday when everyone returns.
It’s interesting you mention getting the bearing race out as I’ve been speaking to a couple of bearing people recently, when sourcing these seals and there may be pullers that can do it. I’m still investigating that as it would be useful for a lot of us if it’s doable.
K.
Re: ISE5 version 1 backhalf
I assume that this is for Mrs Hall and they’ll see instantly what I did given the parts ordered and they know that I have bearings available.
What did you see? And what will they see?
😕
Re: ISE5 version 1 backhalf
I just looked at the call and it has all the parts need for a bearing failure.
So, insurers being insurers will ask why we can’t just replace the bearings or at least make the attempt as appliance replacement is always the last option as we all know. I know why you want the tub half, you know why you want the tub half but try explaining that to some desk monkey. 😕
The good news with being insured is that whatever happens the customer is pretty much covered, so long as they’re not total numpties and even if we all went to the wall tomorrow the customer would still be covered. The downside is that to get that assurance and cover you have to play by their rules to a large extent and we don’t have carte blanche to do what we like. It’s like most things in life, there’s pros and there’s cons.
TBH I don’t even know if this one was checked on repair cost as there’s a quite a few parts requested. I’ll have to check that out as well.
The other thing being, I don’t know if they will pay out the full replacement cost, I don’t think so but then, we’ve never been at that point before so I don’t know how it works.
I’ll see what I can do.
K.
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