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Hows about this Guys & Gals…
Service Provider update
Domestic and General (D&G) After Sales Service
11th June 2012
Dear Service Provider
Re: Domestic and General after sales service
Repaircare are pleased to advise we have introduced a new extended warranty contract with D&G.
The contract will be available through Connections and is called Domestic & General and will be live from 12th June 2012.
The contract will provide after sales service support to customers holding extended warranty agreements with D & G and in the main relate to OEM brands sold by Comet.
New Service Provider rates will be available for this contract and details and SLAs will follow.
The customer survey undertaken by D&G will be circulated to all customers following the completion of their repair. It is our intention to become a 5* Service Provider by maintaining and improving the excellent service provided by our network to all our customers.
All service questions relating to this contract should be discussed with the Repaircare service team and not referred to D&G.
Thank you in anticipation of your full support with this important new contract.
If you do have any questions regarding this update please contact any member of the Repaircare Management team.
Thank you for your help
Yours sincerely
The repaircare management team
Re: D&G now in bed with Connect
I will never win an Oscar.
Try as I might, I just can’t act surprised. 😉
It looks as if that RC have quite probably secured the Comet work then and, TBH, best of British to them with that as I suspect that it will be a world of hurt.
What would be more worrying is if DAG start passing more than they are forced to to RC.
K.
Re: D&G now in bed with Connect
Question.
Where do the D&G current network agents come into this, especially those who don’t do work for Connect?
They won’t be happy I suspect.
Re: D&G now in bed with Connect
Count me among them.
TBH, I’m glad to see the back of it as it was a total PITA.
K.
Re: D&G now in bed with Connect
That explains the service bulletin email then ! Cant see them getting a 5* rating though !
Re: D&G now in bed with Connect
NIce email from D&G, we are taking the following brands into a centralised repair system ,I just spoke to Vicky and said they are welcome to the crap but i’m not happy about losing hygena/diplomat and fisher & paykel ..
her response – That would only mean a 10{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} drop in work ,I asked her where they were going to make up that 10{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} drop to stop me laying an engineer off ,stunned silence ..
I pushed her hard onn where the work was going but she wouldnt tell ,she did say that those brands were going centraldue to high spares costs and high writeoff rates due to engineers not understanding the products ,after telling her I was insulted by that statement as we were prev MFI engineers and we do stacks of F&P cash work ,I wished her Good luck with whoever they were going to deal with ,I hoped there engineers knew there way around a dishdrawer ..
I am bloody livid ,I know Lindsey and Em sometimes seemed vacant but these two that have taken over are on another planet…Re: D&G now in bed with Connect
The thing is…
If the volume drops too low, what’s the point of prioritising the service for them as they are very demanding?
K.
Re: D&G now in bed with Connect
I did ask her had they thought about the implications of what they were doing ,I rapidly came to the conclusion she hasn’t got a clue…
Re: D&G now in bed with Connect
I suspect the tile of the thread will give a clue as to where this may be going?
Spoke to Mary Seymour, seems like she may have had similar phone calls, as she talked about a reply to me e-mail I’ve sent her on this, I haven’t sent one?
Anyway, I suggested not a good idea as we are agents for a lot of these brands, and we tend to source parts from places cheaper than Connect.
Her reply was that other centres cannot get parts and back-up such as companies like ours, hence the change.
I told her it was sad to see what was the company with the most growth within my business actually diminishing.
I did say though that I anticipate the work will come in through the back-door and could actually cost them more. She gave the impression the bad ones are the ones who have spoilt it for the good ones.
Watch this space now for some “Exciting News” from connect.
Re: D&G now in bed with Connect
kwatt wrote:It will all end in tears you know.
K.
Which is word for word what Debbie saidRe: D&G now in bed with Connect
The only thing that would make sense is that connect are going to give them a discount on spares or a fixed price deal. It might be time to start pulling together to source spares at the same prices connect are paying.
Re: D&G now in bed with Connect
Del wrote:The only thing that would make sense is that connect are going to give them a discount on spares or a fixed price deal. It might be time to start pulling together to source spares at the same prices connect are paying.
Well on that very point, I thought they would pay a lot more for parts from Connect, especially for MFI parts. I get mine from Andy Willey, most times he is cheaper than Connect, so I thought it was sheer folly for D&G to go to Connect if they wanted to save money on parts.
Then it dawned upon me, no matter where I source the part, I charge them Connect prices in any case. So I buy a Smeg D/W door seal from Servevast, charge Connect prices. Or a Whirlpool D/W seal from AWS & again charge Connect prices. No matter what and whom supplied the part, D&G paid top whack, and I bet most other agents do the same.
I have had it confirmed it is going to Connect by the way.
Not happy though.
Alex
Re: D&G now in bed with Connect
Well…
You can blame Andy Wiley for this partially.
He was hawking the data from MFI (tried to sell it to me for £5K) but when I found out he’d already sold it to eSpares so I told him to get stuffed. And, anyway, they’re not making any more and sales of spares on them have dropped off a cliff in the past two years as they curl up and die.
So, the MFI stuff was doomed to die off in the not too distant anyway.
Of course CDSL then go buy eSpares and now they have all the MFI info they could ever want and Andy will be frozen out of most of the spares sales other than the specific actual MFI produced stuff as they have access to everything else. In other words, he screwed his own business right up most probably.
I have mailed him, see what he says but I expect he’s, as is commonly known, fooked.
The rest of it, other than F&P is mostly crap we don’t want anyway.
K.
Re: D&G now in bed with Connect
Just sent the following to Mary, Donna & Vicky for what its worth. I tend to agree with you all what is the point in prioritizing work for them when all they do is shaft us. In the round the money is not top end and most of the product is low end. 8)
Vicky,
Further to our recent telephone call and subsequent receipt of the attached network bulletin. As I mentioned during our call I had already written to your predecessor indicating my concerns regarding the removal of well known brands such as Hotpoint Hoover and others some while ago. I further aired my observations that you seemed to want to pass work to the manufacturers rather than to your own white goods network. I am therefore somewhat dismayed that you now wish to remove the following – Blomberg, Brandt, Caple, Delonghi, Electra, Frigidaire, Gorenje, Haier, Homark, Hygena, Kenwood, Norfrost, Prestige, Schreiber & Servis, brands that we are agents for and Amcor, Proline, Scandinova whose products we repair regularly. What is more galling is that this work will now pass through Repaircare (call it centralizing if you wish) to the Electrolux group in this area. This in the round gives us Beko who I know are trying to get their work back ‘in house’ and afew of the obscure brands where technical support and spare parts are nearly non existent.
Whilst I wish D&G well with this Endeavour it saddens me that such a great ‘family network’ is now reduced to picking up scraps. The further implications/ramifications are obvious.
Ian Dales
Dales Electronic
Boston
One thing is for sure if it does end in tears and some of it comes back our way we wont be doing it for £44 👿
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