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Sorry but I have kept quiet for far too long K.Watt I have supported ISE appliances over the years, okay I haven’t sold a huge amount but support??? a complete joke!
I am asking my customers to spend a little under £1000 for the best appliances money can buy and of course backed up by the service they are used to from me. In turn I expect the same backup from ISE but NO!!!
The latest fiasco is a customer with a washing machine that has had someone out from another company in Oxfordshire who at this point shall remain nameless. They failed on two occasions to turn up for the appointment. Now the call as been passed onto me after numerous requests from the very patient customer for a reasonable response. I have now sent several emails to admin@ise with no response whatsoever! …..This just backs up my customer’s claims of similar non response. I am still waiting to be paid for a warranty visit to a customer (Not mine) over year ago. The excuse was that I didn’t cure the fault….Really? well how come 9 months later the faulty item was replaced when yet another Oxfordshire Company also couldn’t resolve the problem, IT WAS A MANUFACTURING FAULT!!!
I have had enough, I have spent far too long singing the praises of ISE but no more! Yes Asko appliances are top notch but only if backed up with decent support…..Would you buy a Rolls Royce brand new and be happy with a useless warranty?
Is there any point in promoting a brand that damages my company reputation for a margin that is far below that of many other decent manufactures? NO!
#bloodyfuriousRe: ISE ….Really?
I’m sorry but I have absolutely no clue what this is about.
Believe it or not, I’m not all that involved with much of what goes on with ISE on a day to day basis and, to be honest, at times with whining customers and whining engineers I often wish I had less, if not nothing, to do with it. Sorry, but everything that comes to me is a whinge so I probably only see the bad as all I see is the stuff I’m asked to look at. Most of it recently to do with customers (mostly) assuming completely incorrectly that the warranty covers absolutely anything and everything that ISE will foot the bill, which is just plain wrong.
Yes, I am “hacked off” with that ****. But, I’m more than happy to have that debate in public if that’s the way it’s going to be if others want to chime in as well.
However, if you like I’ll look into it and see what the deal is with this particular instance, good or bad?
The thing there is that I will get all the facts and I will analyse every scrap of information I can get to the Nth degree.
If ISE is wrong, fair enough, I’ll be the first to put my hands up, especially if it was something I was involved in.
I assume that you will want the results of what I find published here, yes?
Oh and, just for your information, ISE as a company makes less selling a machine than you do. It is not sat on a big pile of cash as, believe it or not, the machines, the shipping and all the rest actually cost money, the profit margin is actually very, very low.
Hence, the warranty terms have to be enforced rigidly.
K.
Re: ISE ….Really?
So do tell me please, who exactly SHOULD I get answers from? Who is responsible Kenneth? Because if a private debate is not possible then the only other option surely is to have a public debate is it not?
Unanswered emails are forgivable on occasion but when my customer is told to email the same admin@ise and they also get no response then it is time for me to be concerned. I don’t suggest that you are not working very hard for little profit, but what is the point if all you get is the bad feedback from whining engineers and whinging customers, not to mention a disappointed business owner that filters 99{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of customer complaints before exasperation sends to to a trade forum ( not exactly public)
Re: ISE ….Really?
Okay, since you want to do this let me begin with a little advice.
Before you decide to shoot off on one, get all the facts.
I didn’t say who was or wasn’t responsible nor did I deny any responsibility, I merely highlighted that I do not see everything and know everything.
The only emails I can find in relation to this date back to 2012 and the start of 2013. Then one just a few days ago, at the weekend causing us of essentially trying to dupe you or, that’s the impression given and demanding payment in seven days.
Oh and this sent on Friday 31st January at 21:21. So you haven’t even allowed 2 working days, little over 24 hours, before spouting off here, not even enough time to look into it. Now, I don’t know about you but, I’d think that a little unreasonable.
Perhaps if you had allowed a little time to look into it and, taken a more moderate tone, you may have gotten somewhere.
Now, look at this from my perspective, you then come on here lambasting myself and ISE.
Especially so when you’re going off on one about a call that you couldn’t repair the problem with or, find a cause.
The other call in the same house that I believe you did at the same time, was to the washing machine. You replaced a filter cap and, so far as I can tell, you were paid for that call.
Now, correct me if I’m wrong here, but we pay people to REPAIR or to give us a damn good reason why a machine should get exchanged or am I missing something?
You accomplished neither.
You didn’t repair it. You didn’t find any fault. You still want paid.
To cap that however, from what I can gather (bearing in mind Moira that dealt with it mostly no longer works here) when it came back as a recall I gather you didn’t want to go for whatever reason and, it was passed to another agent.
The other agent also could find no fault. Also didn’t find any cause or reason for the leak and then went to ground on the affair.
After eight months of chasing with the customer still whining we had no option but to exchange. We had absolutely no other choice under the circumstances as you ditched it and so did the other agent.
So, the whole premise of your gripe is wholly incorrect. The machine was not exchanged due to a manufacturing defect at all, it was exchanged because two consecutive attending engineers were unable to find the fault or a cause for the problem.
Therefore we had to pick up the cost to exchange and the product itself due to those failures.
Given the above after looking at this a little I have to say that on balance, I don’t think that the failure here lies with ISE.
K.
Re: ISE ….Really?
I am more than happy to discuss FACTS and also offer advice and I will start with before accusing someone of shooting off and not getting all the facts you might like to do just that!
I also didn’t say who is or isn’t responsible, I just asked the question because to date I have failed to find out nor did I suggest that you or anyone else was expected to see and hear all. So may I ask on this forum just to clarify for all readers….When a customer complains about an ISE appliance who at head office is responsible? Is there anybody?
I am not suggesting you should know this but just that if you do then perhaps you could share that information? If any of my customers have any reason to complain about our service we have someone that will take responsibility and ensure that the complaint is dealt with promptly.
As for the call out to the FAULTY condenser dryer if you are going to make false accusations then you should be happy to include the end user in this discussion because I am more than happy to and I can assure you the story would be very different to the one that you tell. Just to make the picture a little more complete I would remind you that this call was out of my area and I only went out because no other agent was available and I wanted to support the brand, bear in mind It was around a 60 mile trip in total for one visit.I didn’t repair the machine neither did the other agent the machine was uplifted and exchanged because it was faulty, the customer was furious with the poor service from ISE (Lack of response to telephone calls to head office)and yet delighted with the service from our company – she remains our customer but sadly no longer yours.
You refer to the customer as constantly whining after eight months!! Is it any wonder? For goodness sake she had an appliance that had been leaking for eight months how long was she expected to wait before she was entitled to “Whine”
The point is Kenneth we should not be having this conversation on here – we shouldn’t need to. I raised the subject out of pure frustration at the lack of response from admin@ise not just to my emails but to our customers as well.
If you honestly believe that ISE has not failed then that is your opinion but I beg to differ.
Re: ISE ….Really?
I suggest both of you take this off list and deal with it via email or PM
From our perspective, we have a couple of hundred ISE units out in the field and obviously we get the good and bad ones alike.
We have never encountered a situation from ISE as you describe, we always get a response, it may not be instant but we always get one and we have always, always been paid.
We have never contacted Kenneth directly about an ISE call, to be honest we find it better if he is out of the call loop! David Quinn and the admin girls are far better at organising service and parts than Kenneth is, but that’s just our opinion.
If you don’t wish to support the ISE brand and think others are better then I can only suggest you do that but thats for you to decide. Being agents for many manufacturers my experience is ISE are considerably better than most others we deal with.
I do wish you well for the future though.
Jackal
Re: ISE ….Really?
I would add that one “issue” whilst frustrating hardly reflects on a companies quality, also who deals with issues is hardly relevant to anybody but the employees of the company, certainly not its clients.
I would also suggest that in this industry there will also be clients with issues just because there are people who will always feel let down, even the business that shouts there customer service is the best will have somebody willing to disagree, even yours trotter.
I would take the advice. :rotfl:
Re: ISE ….Really?
Jackal
The reason for raising the issue on here is so that it can be an open and honest discussion, if I don’t get a reply to an email or telephone call then what else should I do? I am not naming any ISE end users and actually I have never asked to speak to Kenneth when I have called – most times I spoke to Moira (I wasn’t aware she was no longer employed by ISE) David has always been as helpful as he could be when I have spoken to him.The point is this never was a personal attack on anyone! I am merely stating my disappointment and frustration, we certainly don’t have a couple of hundred units out there, our business is obviously small compared to yours nevertheless we make customer service a priority no matter who it is
I am pleased that you haven’t experienced the problems I describe and perhaps I am the only one however that doesn’t mean if something is wrong that it shouldn’t be addressed should it?
Lee8
If you sold an appliance from a manufacturer and there service department didn’t deal with your customer in a way that you thought was reasonable, would you just leave then to sort it out? I am guessing not? You would do your best to make sure the customer was treated in a way that reflected your own customer service beliefs wouldn’t you?As for who takes responsibility of the problem ……I am really not interested in names so long as SOMEONE does! There is little point in telling a customer to email in when they get no response, of course I don’t think this is the case with every email but for me if I get something wrong I would like to know.
It is obvious that Kenneth works hard and I’m sure it gets frustrating when all you get to deal with is the bits that go wrong ( I don’t know if that is the case) but surely if someone gets to the point of an open discussion on here something has gone wrong and it needs to be addressed, and as I said it is far from personal.
I have no intention of dropping the ISE brand, if that was the case then I wouldn’t care and wouldn’t bother voicing my concerns would I?
Re: ISE ….Really?
Trotter hi
I am sure your post wasn’t meant as an attack on either the Brand or any individuals but unfortunately that is the way it came across to me.
No person, brand or company is perfect, show me someone whom claims to be perfect and I will show you a liar. I am glad you take seriously customer service as without the customer, non of us have jobs. Sadly though not all customers are honest and I know from experience of dealing with them from a manufacturers point of view is nothing but hassle.
Appliance servicing isn’t my core business, I inherited it from my Dad, I am a solicitor by trade, whom just happens to now own a 53 engineer service operation, and believe me I know about frustration. Unfortunately the written word mostly does not convey the intended sentiments and frequently things are misinterpreted by the lack of emotion the black and white brings.
It’s because of this lack of visible emotion that things get said in the heat of the moment and then upset occurs.
If you have identified a problem you should rightly air it and I am sure the Brand will in time respond to you with their view. The key is getting them to listen, to understand and then getting them to do something about it.
Backing them into a corner and berating them in public doesn’t run to a conducive way to get it sorted.
My law professor taught me that in law, the best form of defence is attack. Those that know me, know that when backed into a corner, I will do whatever hurts you the most, irrespective of how much that hurts me, as it takes the pressure off me for a while whilst you play catch up.
It’s only my opinion here but if I were you I would pick up the phone tomorrow and speak with Ken directly and resolve it privately and leave this thread to die. Life is too short!!!!!
As I said in my earlier post, my best wishes to you.
Jackal
Re: ISE ….Really?
Oh I can assure you, I’m far from perfect and most certainly not infallible.
I can also understand the venting of frustration, I may have been known to do that myself on occasion. I’ve even completely messed it up when doing so on occasion.
I have learned (the hard way) that keeping your tinder dry and gathering as much information as possible in advance usually serves you well though.
Just for info, Moira, left at the end of May last year.
The fact is that, the instance here was a bit of a disaster. Was it any one party’s fault, probably not. It was a catalogue of “things” that didn’t quite work out and in the end, everybody involved took a hit one way or another.
A couple of service calls went astray, we lost a customer and lost about £800-1000 at best over it all.
That’s life. You try to learn, try to not let it happen again, don’t get bitter about it (or try not to) and move on.
If I or any other manufacturer/WP/insurer came on and gobbed off every time an agent mucked it up, one I’d (they’d) have no service agents most probably or, very few and, two, ultimately it wouldn’t serve any real purpose other than some twisted satisfaction over doing harm.
As you say, life’s too short.
K.
Re: ISE ….Really?
Next time though, try a PM to Ken or a letter, if that does not work simply walk away and take your business elsewhere. If there are legal issues letter followed by a summons usually works.
If not turn up at the next meeting and let his tyres down.
Re: ISE ….Really?
lee8 wrote:Next time though, try a PM to Ken or a letter, if that does not work simply walk away and take your business elsewhere. If there are legal issues letter followed by a summons usually works.
If not turn up at the next meeting and let his tyres down.
Honestly? I cant remember the last time I wrote a letter :rotfl:
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