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Re: All I want for Christmas is……
I think that you’ll find the root cause is replicated a lot Martin, as in, people don’t bother to research what is looked at as a minor purchase until after the event and/or when things go wrong.
Then expect a level of service that, bluntly, is a flight of fancy if or when it does go wrong. By the sounds of it it has gotten a bit screwed up along the way but the offer of £50 will be more than they made on the machine and they’ve lost on the delivery costs as well.
Huge loss.
Interesting bit about the engineer though.
K.
Re: All I want for Christmas is……
kwatt wrote:I think that you’ll find the root cause is replicated a lot Martin, as in, people don’t bother to research what is looked at as a minor purchase until after the event and/or when things go wrong………….Then expect a level of service that, bluntly, is a flight of fancy if or when it does go wrong.
I couldn’t disagree more with you. The level of incompetence with manufacturers after sales service across, all marques, is appalling. Dominic Lawson’s tale if woe all too typical of what transpires all day every day. Manufacturers own agents armed to the teeth with hi-tech computer analysing equipment then concluding that even the computer doesn’t know what’s wrong. Add to that the realisation that a spare part is nowhere to be found across an entire continent….!
I like the expression he used about Electrolux “….an amorphous European conglomerate”
What point is there in anyone doing “research” in order to buy a replacement dishwasher these days? All makes should at least work when you plug them in and if they don’t getting them repaired or replaced should be a simple straightforward process. This one account typifies the state of the white goods trade.
Even ‘top of the range’ dogs danglies stuff goes wrong. Just look at what has happened to those poor buggers that have actually done the “research”, have sought help from those of us in the trade as to what to buy. Even gone out and bought it from a local independent, shelled out big money on the goods, now look what’s happened?
Re: All I want for Christmas is……
Martin, there is a trend at the moment, you might have noticed it…
Even large manufacturers have failed, merged or sold up and moved on.
Ask yourself why.
After you work that out you’ll perhaps start to realise why service is frankly garbage.
But you miss the point, he did no research at all before buying and, even with the second one, still no research into what he was buying or how good the service may or may not be.
K.
Re: All I want for Christmas is……
kwatt wrote:But you miss the point, he did no research at all before buying and, even with the second one, still no research into what he was buying or how good the service may or may not be.
Likewise you missed my point of your point, that, even with local independent advice and guidance, when it fails the after sales has NO POINT!
Re: All I want for Christmas is……
Was there no engineers in our industry in the 60’s, 70’s etc etc or has our expectation, lack of patience and a world that allows us a larger audience to vent our anger now adds to conditioning our minds to demand the impossible in a world as large as it currently is.
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