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You know we get people quite often coming back and applauding what we do, the services provided for spares from UKW and, more recently a few applauding the services of members. This is, to me, absolutely fantastic and shows the sheer quality of service that many of us provide or strive to, as well as the great relationship that we have with the customers.
The amazing thing is that in my experience, for every one that will let you know you did a good job there’s ten or more that will have a moan about something or other. In almost two years we’ve not had one bit of negative feedback, long may it continue.
What follows is an email I got this morning, I think it’s pretty much self-explanatory…
UK Whitegoods
Sender’s Name: adrian borra
Sender’s Email: adrian.borra@
Message: I have an Asko 660, I’ve owned it for over 5 years and in that period the washing machine has performed beautifully. However in the last couple of days it kept displaying a fault. I did all the necessary checks and cleans but the machine continued to display a fault. This is when the show started. It took me more than my fair share of calls including one to Asko in Sweden to find a suitable service engineer. I have more Birmingham numbers than I can shake a stick at (because this is where I continued to be directed) I referred to 3 major high street stores but all to avail. I was told Bradshaws dealt with it (no they don’t. I had no reply from Asko hotline UK…at all. I was told they are handled by Servis, No they arent. An hour and a half later being batted between websites and telephone numbers I finally came across your site and hit Repairs@.
I was refered to FFR Services in Luton and given the number for Bryan the engineer. An appointment was made within 24hours for 6am in the morning ( you can have earlier if you wish). He identified the problem quickly, efficiently and dealt with it. I am an experienced man yet I did not ask at the time for the cost of call out which indicates the confidence of my dealing with both you and ultimately FFR Services. The resulting bill was more than reasonable and appropriate. I can not endorse my washing machine highly enough nor my experience of your site and the referal to FFR services. The company is based in Luton and I live in Hampsead North London, not exactly 5 minutes down the road by any stretch. I strongly recommend your site and would suggest that you do a deal with Femail.co.uk (Daily Mail owned). People (and I am sure especially women) need to know about you and the excellent service you provide. More importantly the ease at which it is offered and quality people like!Bryan at FFR Services exist without ripping you off. Oh by the way, I am still waiting for Asko Sweden to get back to me with an engineer who covers the London area. Still wont put me off bying their products.
Thanks Bryan, that’s made my day that has!
K.
Re: Customer Comments
Excellent stuff 😀
We ought to post more of these, here’s one I had a few weeks ago from a Repairs@ customer:
Dear Mr Conway
Thank you very much sorting out my grill so promptly, it made life much
easier for me. Your engineer did an excellent job. I will be recommending
you to my colleagues and friends. Once again thank you very much.Marjorie
And one from a Shop@ customer:
many thanks for the reply, and thanks for the speedy service.
they actually arrived Tuesday which is excellent service considering I only
ordered them on Sunday night!and I’m pleased to say we have 2 working cookers again.
I have added your site to my favourites and will recommend your site to any
of my friends.many thanks
Dave.Re: Customer Comments
Good job Bryan, and great to hear from satisfied customers. The saddest thing about Mrs/Ms Borra’s experience is what Servis UK have done to the quality name of ASKO. They have all but wrecked what could have been a Miele type success story.
By the way, what was it Bryan a 5p stuck or brushes?
Re: Customer Comments
And more comments from a happy repairs@ customer, to Peter Barker this time 😀
brilliant site, my washing machine went kapputt the day we were espectring our first baby, by 1200 the next day it was all mended, and for only £42.50, by Peter Barker, brilliant
Cheers Peter :tup:
Dave.
Re: Customer Comments
It brings a tear to my eye!
Not that I help the public on this website; but you guys bend over backwards to help anyone. You deserve all the credit you get, and lots more! 😀
Re: Customer Comments
Another happy camper (last post)
http://www.ukwhitegoods.co.uk/modules.p … c&start=15
Chris.
Re: Customer Comments
But you can’t please them all the time 🙁
Disgruntled UKW guest wrote:Well, if you don’t feel able to help, that’s your prerogative I suppose, even the Haynes manual tells people how to make repairs on washing machines, it even describes the basic principles of Interlocks but does not go into specific details about different brands.
I don’t see a liability issue here unless I was given grossly incorrect advice. The publishers of the Terrorists handbook were not sued simply because a Nut called David Copeland decided that he would use the information to blow up people in a bar, likewise I cant see the publishers of the Haynes manual being sued if someone was incompetent enough not to be able to use the information correctly, likewise I cant see someone being sued if they told someone how to test or bypass an Interlock and someone was stupid enough not to follow basic safety procedures or incorrectly wire it or leave it in the machine bypassed and neither scenario applies to me.
I guess Im just annoyed that A) Im probably going to throw out a perfectly good machine apart from a relatively minor fault and B) I spent time taking out the Interlock and carefully labelling all the wires when I need not have.
Thanks for your help,
Regards,
John.
That is an email I got from a GUEST I answered earlier today, see article:
http://www.ukwhitegoods.co.uk/modules.p … 2156#42156Re: Customer Comments
Just as you say Martin – you can’t please all of the people all of the time.
I don’t think anyone involved with UKW would dispute your advice and we fully support your actions.
It may be frustrating for members of the public at times when we are unable to give out technical information but sadly we are bound by the proprietary of modern liability.
I think in some instances it’s a case of silence is golden.
Craig
Re: Customer Comments
NWAR wrote:I think in some instances it’s a case of silence is golden.
Very true but we’re here to answer as best we can, If I hadn’t likely as not someone else would…No skin off my nose, just thought I would demonstrate that ‘customers’ comments can be both positive AND negative.
Here’s my email reply to him by the way:
Martin’s email reply wrote:Dear John,
Many thanks for you frank response to my earlier comment on UK Whitegoods.
I am able to help as indeed all my colleagues are able to do so too, but not by telling you how to over-ride the wiring of a Door Interlock, that not only has the obvious liability implications as I pointed out in my posting but also is totally and utterly unethical to even consider advising a total stranger whose abilities we cannot judge. But if that person gets killed or seriously injured, the right to sue for negligence falls on us.
Sorry my friend but we are not here to put our heads on the block for anybody. We are professionals and are acting and advising the general public in such a manner of total responsibility.
If someone wishes to purchase a Haynes manual and learn the basics, then go ahead but that only shows what an interlock is and how it works. But for the cost of the price of a Haynes Manual one could purchase a new Interlock and be done with the problem I suspect?
Regards
Martin
Enterprise Domestic Appliance Services
Re: Customer Comments
I have used many Haynes auto manuals in the past. I don’t think I can remember any of them giving me instructions on how to bypass the ignition or the brakes or any other safety features . 😉
Re: Customer Comments
Allow me to be a little blunt (yes blunt ;)) for a minute.
Some of the guys and gals that come to UKW are cheapskates after free information from professionals, they have probably already tried diy.com and howtorepair.com etc and got nowhere.
They have no intention of spending any money at all on service or anything else for that matter and get most p’d off when we don’t give the info away.
All the “stickys” are there telling them what we can and can’t tell them, if they are web users (and most are) they will have read them and still try their luck.
Stick to your guns, legal implications are upon us I’m afraid, this site is not like the others I mentioned, they are mainly answered by the public who have no such restriction placed upon them.
The major upside is from the posts (and I read all of them) is that we are doing a brilliant job and at the same time raising the profile of the Independant engineer…
Keep up the good work guys 😀
Dave.
Re: Customer Comments
Safety first is the ONLY way to run the forums. This idiot is not the problem – it’s the people who search through for info in the future who may be the problem. For all we know, he may be 50+, kids left home and electrical experience, but that is not the point – if some spotty 20 year old did what the poster wants us to tell him a few months from now; there’ll be all hell to pay.
Bear in mind that it’s about 13 years since the kid lost an arm with the great Manufacturer Beginning with I Door Lock cock-up, we can’t have it happening again and being directed back to us.
Chris.
Re: Customer Comments
Just read the thread you referred to Martin. You did the right thing. The guy’s a loony. He wants his machine repaired here for free, even if it means bypassing safety mechanisms.
This is the type of intellect I saw offshore, get it going at any cost, except financial.
I have no time for this type of person at all and his email to you is nothing short of rudeness and ignorance.
Off me soap box now. 😛Brian
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