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At £449:99 delivered and installed , this to me seems a much better and competitive sales proposition and certainly should give any sensible thinking customer a good option at least.
Am I right in thinking ISE will pay us £50 per repair in the 5 year period , whether it`s removing a coin from the pump or replacing the tub.
It`s such a good deal I`m thinking of taking the extended warranty for my own ISE 😆 because the engineer is so reliable and the wife is so careless.Is ISE actually responsible for this guarantee or would we (the engineers) be seen as having the responsibility of the retailer in these slightly unique circumstances ❓
Bryan
Re: 5 Year Parts and Labour Warranty
ISE is responsible for the warranty and we’re working largely on the strength that…
a. Any of you guys we know play the game and don’t take the **** as we’re trying to help you here.
And…
b. Remember who we are and what we’ve done. We’ve seen every trick in the book, probably come up with more than a few between us and we will be scanning. 😉
Anyone we catch fiddling, well let’s just say we’ll take reasoned action.
On the other hand, play fair and you’ll get all the help and support we can give you.
I personally don’t think we can be any fairer than that.
And you won’t get £50 for year 2-5 on labour, you’ll get £60, like we’ve said, we reward the people that support us and themselves. 😉
K.
Re: 5 Year Parts and Labour Warranty
The payments for ISE work is as follows…
During the 1st 12 months of warranty £50.00 plus vat for electro/mechanical faults covered under the warranty.
This means coins in a pump are not covered, however, if you do the call FOC to the customer and job note your job sheet with the TRUTH, we will pay that visit. What we won’t pay is where you don’t warn the customer that she gets one FOC call and there will be labour to pay should there be another call to the problem. We expect you to support us in this endevour to educate the customers that checking pockets is THEIR responsibility. How do you tell us, just write what you say on your job sheet and get the customer to sign it.For year2 to 5 the call will be paid at £60.00 plus Vat. same conditions apply.
In all cases we are able to monitor all interventions to each and every appliance sold. Our system will track every labour and spare intervention and therefore we will be able to see trends, where agents cost ISE in labour or spares out of line with the national trend we will see it. In this way we will be able to “monitor” the agents to make sure no one spoils it for everyone else.
In all cases ISE will carry the call handling of all customer interventions. We, will handle the guarantee for all agents and customers.
Where a customer buys a £389.99 package (1+5) we will alow D&G to canvass that customer for an extended Labour warranty for year 2 to 5. That work will in turn come back to ISE and be passed to agents as a extended labour call. This work will be paid @ £60.00 plus Vat although ISE will charge D&G £65.00 plus Vat. We will offset our admin charges by retaining £5.00 per call.
Hope that helps
Kevin
Re: 5 Year Parts and Labour Warranty
Ok thanks for both your replies and I thought it was a perfectly reasonable question and don`t know where you got the impression of “fiddling” the system as nothing could be further from my thoughts.
However many of my calls in any week or month are for simple customer mistakes and I don`t mind because they already know what they `re going to pay.
I have never had the need to do work for a third party and have no idea about national averages or what goes down as user error etc. , so pardon my ignorance.Again thanks for reply and I wish you well.
Bryan
Re: 5 Year Parts and Labour Warranty
No, Bryan don’t take it the wrong way but for many of us that do do contract work the answers given followed as that’s what I’d have been thinking if I’d read the answers I was going to post because of the mention of user error/misuse. Obviously Kev did likewise.
Sorry if we kinda jumped the gun a bit, there was no intention to say that anyone was doing anything wrong at all.
K.
Re: 5 Year Parts and Labour Warranty
Hi
I would like you to clarify one point that Brian raised regarding calls that are not due to neglect or abuse, but where the customer reports a fault that is not present when we actually test the machine.
I too have a number of these as i am sure everyone else has. Normally with a regular customer i just charge a small nominal fee to cover my own direct expenses. These are genuine calls, for example the machine did not spin properly or the clothes were still wet is a common complaint which is probably due to OOB intervention by the machine.
How are calls such as these to be handled under the warranty?
Andy 😀
Re: 5 Year Parts and Labour Warranty
Here goes….
1) Hopefully the fault reported and passed by us will reflect reality and assist in recording accurate data.
2) If you then NF the appliance, please ensure you record the reported fault (in case it differs from what we supplied), write up what you did to enable a NF decision, and invoice us for the call.
3) should we receive a recall we will expect you to honour your labour for the call assuming its an associated fault (thats why we need accuracy)
4) order fit parts as required if the need arises.
5) if NF again, inform customer that you have passed it back to ISE for their involvment, and don’t invoice us.
6) if not a recall and truely a new job, contact ISE for authorisation and a new job number before repairing.Hope that helps
Re: 5 Year Parts and Labour Warranty
OK – that seems to tie up the loose ends
Thanks very much
Andy 😀
Re: 5 Year Parts and Labour Warranty
Forgive me if this question has already been asked but i can’t find any reference to it so here goes.
If (God forbid) ISE Ltd goes belly up at some time in the future where would this leave all the outstanding warranty commitments.
Would the insurance firm still be obliged to honour their commitments (presumably they get their cash up front). If so who would handle the warranty claims.
Would spare parts be still available under the terms of the warranty?
Andy 😀
Re: 5 Year Parts and Labour Warranty
Hi Andy,
The labour element, for now, is held by ISE in a ring-fenced seperate account. If the worst were to happen the warranty liability would be dealt with through an appointed reciever. The spares element is from CDA and what their arrangements are for such a situation I don’t know as it is not a hypothetical situation that we’ve not explored.
We did look at outsourcing the risk but came to the brick wall that is the simple question of “how many will you sell”, to which we couldn’t provide a reasonable or accurate answer.
Once we can answer the above we can look into alternatives and get a realistic price for it.
K.
Re: 5 Year Parts and Labour Warranty
Thanks for that Ken i am sure it will re-assure many who are selling the ISE and maybe encourage others.
As the sucess of this venture is dependant on engineers feeling confident to get involved maybe a document should be prepared to clearly state the obligations of all involved parties. At the moment this project is based on trust and although this is good from a human point of view from a legal and business aspect it would be regarded by many as foolhardy to say the least.
Don’t take this as a gesture of mistrust because it certainly is not that. I am sure that everybody on this web site appreciates very much as i do, the vision, risk and effort that you guys have put into this project and the potential that it has to be very lucrative for everyone involved.
I am sure that you also realise that there is also a perceived risk for businesses that have been sucessful for many years to stake their reputation on a product which has no track record.
Nobody wants to find themselves in a position where they had a hundred well established and happy customers who suddenly are very unhappy and wanting to know why their 5 year guarantee is worthless.
So maybe there is a need to set the whole thing on a more secure foundation to encourage those who feel apprehensive to get involved.
Andy 😀
PS. I sold my first ISE 5+5 package yesterday it was so easy. I could’nt even put the chappie off by telling him that i did not actually have any to deliver. Anyway i have ordered two – so i am a believer!
This is a whole new ball game for me. Although i used to sell refurbished appliances years ago I have never been involved in retailing as such. At 55 i wondered if i was a bit long in the tooth to be starting something new, but ISE is such an exciting concept that i could not help giving it a go. Power to the Indies!
Re: 5 Year Parts and Labour Warranty
You’ll find with me Andy it’s very hard to insult me and ditto Kevin, Sean and Dave. If only you heard some of the things I call them at times, to their face, but of course as I save the really meaty insults for behind their backs. 😉
All that you ask here can be done, there’s no issue that I can see at all as this whole project has been engaged from our perspective, as engineers and not accountants. But then our goal is to make us all a bit of cash that we can generate for ourselves as well as ongoing revenue streams.
We have a couple of meetings over the next couple of days where this, as well as other “stuff” is up for discussion and I’m sure that it can be addressed.
K.
Re: 5 Year Parts and Labour Warranty
kheath wrote:Where a customer buys a £389.99 package (1+5) we will alow D&G to canvass that customer for an extended Labour warranty for year 2 to 5. That work will in turn come back to ISE and be passed to agents as a extended labour call. This work will be paid @ £60.00 plus Vat although ISE will charge D&G £65.00 plus Vat. We will offset our admin charges by retaining £5.00 per call. Kevin
Hi – Have you any idea how much the 4 year extended warranty from D & G will cost?
Andy
Re: 5 Year Parts and Labour Warranty
OK. Please can you tell us how much the 4 year extended warranty from D & G will cost for the ISE machine should a customer desire to purchase it.
The reason i am asking is so that some members might compare it as a possible alternative to the 5 + 5. (A sensible answer might help to sell more machines).
Thank you.
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