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hi, just want your thoughts on this ,went to a zan w d in march usual earth fault on dryer heater and also dryer fan motor seized disconnected dryer side so cust could use the washer charged my usual call out informing the customer we would price the repair and ring her next day .The office ring the next day to be met by “oh i’ll think about it” filed the job away later in the month as completed,a few days later same customer rings asking for the part numbers for the parts required after consulting with myself the office gave them the number for distriparts so they could get the part numbers themselves .Today i receive a letter stating that i visted the property in March and have never got back to her with a price and stating that by the return of post she requires the part numbers for the repair or a refund of the call out charge
After nearly thirty years in the job another new scenario for me to face :rolls: (just when i think ive seen it all ) Whilst i know she is not getting a refund how many of you dish out part numbers on request ,assuming you have ever been asked :wink:CrasRe: customer wants part numbers
If you use Connect quote their barcode number and say thats the only number you use. It then is meaningless to the customer. Or make up your own stock number. This is what I have done in the past, and usually sattisfies the customer.
Re: customer wants part numbers
If you informed her of what the problem was at the time, but then after you not contacting her with a quote for full repair, but she did not contact you to get a quote for repair and give the go ahead, I would refuse the refund.. You have provided your original service of callout and diagnosis.
Re: customer wants part numbers
On the face of this I would have said that the customer paid for your diagnostic skills and you have advised her of both the costs and nature of the parts required. I cannot see that you are under any obligation to supply any further information vis Part Numbers let alone a refund as you have completed your side of the contract, As has been suggested pass on the 50******** numbers listed at Connect and if they come back to you after trying to obtain the parts elsewhere you only have to say that you can order these parts only by that number, what makes you curse is that if they did have these parts are they actually competent to fit them and if they did fit them and there were then other problems of a man made nature they sound like the kind of folks that will be back at your door demanding anything and everything as the machine is still not working properly and of course it will be your fault !
Re: customer wants part numbers
Thanks for the replies ,it seems that you all agree with my initial thoughts that once the initial visit ,payment and estimate is given that if the customer doesnt want to proceed my verbal contract with this customer is at an end . Just sometimes beyond belief that a customer from nearly 9 months ago can take the time to sit down and write letter full of lies in the hope of receiving a refund or the part numbers that if you know what you are doing are readily available at the click of a mouse :rolls: cheers Cras
Re: customer wants part numbers
Cras wrote:The office ring the next day to be met by “oh i’ll think about it”
Could it be that at this point she thought it was not you ringing her but some other firm that she had also consulted for an idea of cost before subsequently choosing your service. Then months later remembers that you were going to get back to her and, thinking that you haven’t, gets herself in a huff.
I’d ring her and find out what all the fuss is about. Give her the part numbers anyway. What’s the problem there?
But you haven’t got anything to worry about. I mean, what’s the worst that can happen? You give her back the call out charge. Big deal.
Mike.Re: customer wants part numbers
I dont see why he should refund anything ? whats the basis for a refund other than to possibly show goodwill to retain the customer. The fact that this has been not days, weeks but months the man has earned his labour charge as not only did he diagnose the fault, raised a quotation for repairs but also got the old dear out of trouble so she could use this appliance.
I say keep the money and let her do her worst ! lol
Re: customer wants part numbers
At the time of booking customers are told what they are getting that for the initial £36 ,that is i will call out diagnose the fault and then give them a firm price for the repair ,if they go ahead the £36 acts a deposit and can be deducted from the final bill,if they dont want to proceed my job is done and i will leave and my verbal contract is complete ……so def. no refund.. The customer is under no illusion who she rang and mentions the £36 and is actually a young woman ,as regards to part numbers i really dont see why i should have to supply them as it was not part of our initial agreement however i will supply the the connect number as suggested . Oh and when i write back i might just mention that we are open 6 days of the week and the phone is answered personaly 9-5 during those days surely she has had enough time to ring and enquire about the repair during the last 9 months :wink:thanks for the in put guys cheers Cras
Re: customer wants part numbers
Cras wrote:The customer is under no illusion who she rang…. and is actually a young woman
Hmm…Young woman…. not suffering from delusions… I’m not convinced yet that my beautiful theory is wrong. 😆
Mike.Re: customer wants part numbers
Cras wrote:for the initial £36 ,that is i will call out diagnose the fault and then give them a firm price for the repair ,if they go ahead the £36 acts a deposit and can be deducted from the final bill,if they dont want to proceed my job is done and i will leave and my verbal contract is complete ……so def. no refund..
I think your ‘terms of contract’ need a little refinement especially when you refer to the “the £36 acts as a deposit” bit. 😕 I think that there lies your problem and that if you define the £36 more specifically as a “set diagnostic/call-out fee” you wouldn’t have this problem.
And as for providing part numbers then you are not obliged to giving OEM part numbers anyway (IIRC?) but rather do as Connect do (for example) by giving your own bin or reference type numbers. Manufacturers original part numbers are NOT allowed by a third party anyway (again IIRC?) as they are exclusive to that specific manufacturer and not you or your company.
To quote the old addage “Manufacturers names & numbers are for reference purposes ONLY”
Re: customer wants part numbers
worst thing you probably done was isolate faulty parts so appliance would work , i used to do it and got similar problems , especially if its washer dryer etc – customer will just use as a washer. normaly dont bother calling back untill it suits them
if you leave it broke – then cx is always keener to get repaired quicker ..
ally
Re: customer wants part numbers
Martin wrote “I think your ‘terms of contract’ need a little refinement especially when you refer to the “the £36 acts as a deposit” bit. I think that there lies your problem and that if you define the £36 more specifically as a “set diagnostic/call-out fee” you wouldn’t have this problem.”
i like the words set diagnostic fee i may use that in future :)and in fairness i dont actualy tell them it acts as a deposit at the point of booking i only mention this after they have agreed for me to do the job as lots of customers think they have to pay the “set diagnostic fee” 😉 on top of the estimate i give them and on the odd occasion i have nearly lost the job when they think its got to be added on top of my estimate.Funkyboogy wrote “worst thing you probably done was isolate faulty parts so appliance would work , i used to do it and got similar problems , especially if its washer dryer etc – customer will just use as a washer. normaly dont bother calling back untill it suits them
if you leave it broke – then cx is always keener to get repaired quicker”
I agree i dont normaly but in this occasion the lady had indicated that she wasnt to bothered about the dry side and as there paying me £36 i didnt mind helping her out :rolls:
Cras
Re: customer wants part numbers
yeh know what you mean , we all has customers who say one thing and then twist it round to suit themselves. ive been gobsmacked by some customers who have phoned and said this that and the next thing ..
ally
Re: customer wants part numbers
if you leave it broke – then cx is always keener to get repaired quicker ..
+ 1
Re: customer wants part numbers
If I’ve got my call out charge and I’ve taken a deposit for the parts, I endeavour to leave machine working if it can be done safely.
If it’s a customer I know and/or feel I can trust, I often leave payment till job’s 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} complete as it’s less juggling with accounts.
On the rare occasion, I may have lost a small amount of time or money by doing it this way. I think it’s worth that for good customer relations and my sanity. I guess some of the people that live around your areas could be less trustworthy than round here?
Mike.
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