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Is anyone else getting hacked off with this?
I’m noticing a trend for more and more of this and, IMO, it’s a backward step in so many ways. I remember the dark, distant past where we were expected to charge users for not cleaning the pump filter and I’m sure many a little Italian was kept busy trying to work out why so many wires were coming off the pumps. I’m sure that someone is baffled as to why their cooker hoods have loose panels that are making a noise, or how adjusting the vents or motor improves the performance.
Why, oh why can’t we just be allowed to tell the truth, inform the customer properly and maybe the instruction manuals can be improved or big notices put on the appropriate areas that have to be read to get them off on installation.
Of course Ford et all had the same problem with people putting water where oil goes and they came up with an idea, paint them bright yellow and clearly label them!
On this issue I note that many of the smaller manufacturers are the culprits, many of the AIS ones and one called Faber from Servevast as well this morning. There’s more but noteably MFI, Lofra, CDA and a few others will either honour the claim and accept the cost or bill the customer themselves. In many cases I don’t know and, frankly, I don’t care so long as I get paid for the call.
And getting to the stage where you have to refer these customers to a small claims court for recovery of the debt hardly gives the manufacturer or retailer a good name, does it?
K.
Re: If Installation Fault Charge User
I’ve always been hacked off with this.
The very nature of appliances mean that at some point there will be customer issues with installation, misuse, blockages, poor user instructions.
Surely it would be better for the manufacturer to be aware of these rather than impose this sort of nonsense on engineers.
Dave.
Re: If Installation Fault Charge User
For once I can actually praise Whirlpool in this situation. I attended a meeting several years ago where it was agreed that for all in guarantee calls the truth needed to be told to enable user manuals to be accurate. Bearing in mind that most are written by Germans or Italians, I,m not being racist but it was to enable the translaters to understand what needed to be put in to the manuals. There is even a closure code for faulty installation in case the install advice is incorrect. All calls are paid for. K
Re: If Installation Fault Charge User
Electrolux have the same phylosophy in saying they would rather know the facts than spend lots of Euros in R&D trying to work out why wires fall off pumps or valves. If there is a trend, then the users guide may be in need of review.
If there is a blatant installation fault we tend to endorse the paperwork accordingly, mainly to cover any eventuality where there needs to be documentary proof the installer is at fault.
Alex
Re: If Installation Fault Charge User
Well I had an interesting conversation about it this afternoon due to the seeming inability of certain people to explain to kitchen installers how to set the links on a hob terminal block, a nice favourite one that is.
If you re-align the plate/s whilst at a ceramic hob or adjust the ignition candles, alter the simmer setting or anything else remotely needing a screwdriver then I am informed that you are in the clear and the claim will be honoured. 😉
Blocked drain channel, adjust the door seal for excessive condensation etc. etc. but the important part is that it HAS to be on the paperwork!
I just find it sad that so many manufacturers take that line, but for once both Whirlpool and Electrolux both seem to come up trumps.
K.
Re: If Installation Fault Charge User
My personal opinion on this is that WPs request us to call on customers on thier behalf and should accept the charge whatever the reason for the call is including BERs.
It is their responsability to weed out the installation faults(we all know what the common ones are) before passing the call to us.
If they then feel the customer or installer should pay THEY should do the invoicing themselves.Sparky
Strictly speaking, the call is part of a work contract between you and the work provider. It is nothing to do with you if the installation is faulty – you have just used an hour of your time at the providers expense, so they should pay. If they wish to bill this back to the customer, it’s up to them.
This is an arguement I have with landlords and property agents again and again up here – I’m not working for the tenant; I’m working for you.
Obvious really.
Regards,
Chris.Penguin45 wrote:This is an arguement I have with landlords and property agents again and again up here – I’m not working for the tenant; I’m working for you.
You as well eh ?
I think the general consensus is that whoever makes the service request is responsible for the payment of such call.
I for one will be sticking to my guns on this one from now on and it in some ways harps back to the “contractors contract” which has been mentioned several times (which I’m working on by the way).
Dave.
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