Warranty

There’s no nice way to put this so, I’ll just have to do what I can here.

We are looking at stopping the ten year warranty.

It seems not to be viable going forward as far too many people, engineers included, seem to think that it is a service plan, which is most certainly is not and that it will cover anything.

To be blunt, I’m sick fed up getting into debates about it as are staff.

There is also an element (growing) of people who more or less abuse the crap out the machines then expect us to cover the cost of their mistreatment of the machine.

In commercial premises this is a total and utter nightmare for us. They destroy the machines and expect anyone else, the retailer/agent or us to pick up the cost of them wrecking the damn thing.

There are some engineers out there that have fallen somewhere between trying to cover this for the customer “to slip it through as warranty” in a relatively innocent way through to just out and out bare faced lying to defraud. This is not even slightly an exaggeration, if anything that is tame.

All in all there is a pretty sizeable proportion of the engineers that do this, we think, to avoid confrontation with the customer and just want paid by us as it’s “less hassle”.

Due to this you may have noticed that the claims have been getting harsher on rejections.

Blame the people that try to cheat the system and take advantage on that score, not ISE.

Meanwhile the punters are just becoming a complete nightmare as they seem to think that they have some sort of all-ecompassing service plan as I said and go off on one when they find out that pulling the seals off, overloading it, throwing chemicals as well as detergent in the general direction of the machine in any quantity they see fit causing damage and so on will be covered. There are a bunch of them that have taken almost zero care of the machines.

The thinking is that it is so due to the fact that they think that they have no responsibility and that the warranty will indemnify them from any cost.

The bulk of customers are usually not an issue and get it but, the ones that don’t cost us a lot of time and money to the point where it is getting to be no longer tenable.

There are engineers that are no issue and, this is very sad, that would be the minority, not the majority. This also increases costs.

Due to repeated and ongoing issues on this front we can’t see any option but to cease the ten year warranty for labour or increase the prices massively to compensate so it will drop to 2 year labour and 10 year parts.

Some parts would be specifically excluded from it completely possibly in addition to what’s there already or, it made clearer.

It’s very sad we need to look at doing this but, it is what it is.

K.