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Sorry for the title but I didn’t want to post this in the public forums tonight in response to the dude with the over foaming issues but, David had a very interesting call yesterday.
A guy phoned in asking if the ISE warranty would be good if he had a home water softener fitted, which David rightly thought was odd and enquired as to why rather than just say, “don’t see why not” and the results of that are what is interesting.
Turns out the guy had a five year old (ish, you know what that’s like) LG washing machine that, after the softener was fitted, produced clothes that felt like sandpaper and were stiff as a board.
So, he called the company that fitted the softener.
The guy sent out to have a look told him and, verbatim quote, to reduce his detergent to at least half but probably a quarter or less. With the soft water it wasn’t required.
Guy tries that, doesn’t seem to cure the issue so, like they all do, he decides its the washer that’s duff. Which it isn’t and he kinda knows that.
Anyway, he then starts looking at new machines.
Likes the look of Miele as he knows them and all that so calls them up for info and explains the same stuff to them as he did to us.
Miele told him, categorically, that if the machine was installed on a water system that had an after market water softener that they would not warranty the machine! Period!
I thought that a bit odd but, apparently it is correct.
The reason, problems with over foaming and intermittent leakage.
K.
Re: Interesting What Others Do
So will you make a provision for this on the ISE 10 year guarantee terms on the website?
Re: Interesting What Others Do
I don’t see the need TBH.
IF the dose is correct and the machine used properly there shouldn’t be an issue. Problem is, we all know what customers are like. 😕
K.
Re: Interesting What Others Do
Would have thought a Miele customer is exactly the sort of person who also has a water softener. (disposable income and just the sort of houses with room for such things). If this is the case then Miele could get out of a vast majority of their warranty claims.
A lot of both, Miele + water softeners on my patch but never heard of this until now and the subject has never been broached to me by a customer. Can imagine its a small print clause only ever used in extreme cases.Re: Interesting What Others Do
When a problem like this is classed as user fault will their warranty be void if they refuse to pay the bill when a call is made? Only as ise10 customers tend to be a bit more uperty than your average joe. You know….like miele customers……Rangerover sport but bald tyres…….M5 lookalike that’s 530 diesel 😀
Nige
Re: Interesting What Others Do
We have a system to deal with that and back the agents up Nige.
They get the bill.
Usually they moan at us first. Lots there to explain but, another time.
We explain, tell them they need to pay it or, if they choose not to, that they will get no further calls until the agent that sent the bill gets paid. Or, they sort it with you however.
If they do not pay then we have, on occasion, agreed to pay the agent but not in many instances though the charges are considerably higher an amount than your charges to dissuade that from happening as well as the raw cost in admin time etc. However, when we do that we will cancel the warranty completely if the bill remains unpaid as, so far as we are concerned, the customer is then in breach of contract and that nullifies the warranty. Remember, a contract works both ways, not just in the manner that customers often thinks it does.
That’s why, having the likes of a serial number as well as other info is vital to ensure that the machine isn’t fraudulently given a service call when it shouldn’t be. And, the neither the agent or us doesn’t get taken for a free ride so, if we don’t have the info needed we are forced to assume potential fraud and not pay the claim. 😉
To illustrate, we have had a few “commercial” machines that have magically grown a ten year warranty in someone’s house. Of course it was registered etc, etc.
At every step of the way the customer has the opportunity (several instances) to resolve it as does the attending agent. Every chance is given to solve the problem with the minimum of hassle for everyone.
The trouble is that, if you don’t charge for the idiot things, these people are like boomerangs, they always come back. And, because you’ve done it before for free or stuck it through as a “fault” they expect the same thing over and over.
That puts the agents in a position where they are essentially forced to commit fraud to get paid and, I don’t much like that. Hence there being a system to deal with it as best we can.
We’ve worked out that about 1-2{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of customers account for more than 70{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of all aggro and the rest are fine about most things. So, it’s not a lot of them that cause a problem but by goodness don’t that small number create merry hell.
K.
Re: Interesting What Others Do
Boomerangs……I so wish we could charge D&G customers! 😀
Its noisy…….no its fine
Its noisy…….no its fine
Its noisy…….no its fine
“Hello D&G your agents been out five times (3 is five when you have a beko) and its still noisy”
“Oh really well we’ll send you a new washer then”
Then the daughter mysteriously has the same “its noisy but its not problem” and so it goes on 😕
You don’t get the back you need from others like you do from ISE and Amica. On occasion I’ve been paid when a customer has been out and the call has been long distance and they wouldn’t pay a missed call charge. People don’t learn unless this happens. But your Repaicares etc are more bothered about what if the customer doesn’t renew their policy.
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