a potential problem with Guarantee cards

[eastlmark]

I can see a potential problem with the guarantee cards which depend on them being sent off (by the seller hopefully but I guess some agents may leave this up to the the customer), and not getting lost in the post….. Therefore the agent doesnt get invoiced for the £60. The problem may not even be noticed until years later when the customer reports a fault. Is the agent then going to be invoiced for the £60 (assuming they are still around)? As it stands, (as there is no profit on the guarantee) there is no real incentive to register the guarantee and any less respectable businesses out there, may take advantage.

[admin]

Re: a potential problem with Guarantee cards

Hi Mark,

its the agents responsibility to post the card to us, all agents are trained and admin is part of that.

We have accurate data that shows who sends cards and who does not, it’s not to difficult to see holes.

Upon receipt of the registration card we issue a certificate of guarantee, your customer should be told to expect one through the post, they are cleary marked 1+5 and 5×5 and have terms and conditions on the back.

The incentive to register your customer is we require the agents to complete the admin, its all part of being a responsible agent, and indeed an agent.

Kevin

[derbyhoppy]

Re: a potential problem with Guarantee cards

hi Mark,

You are right about the potential for holes or abuse in the system, which is why we have spent a lot of time and energy behind the scenes setting up a robust process by which the guarantees are administered.

The certificates we issue and cards we receive are physically matched by us therefore we can easily identify the 5 + 1 from the 5 + 5.

Because we hold a data base of machines supplied to agents cross referenced against cards received the holes are easy to spot.

When then periodically check purchases by agents against cards received. We then speak to the agent to see if they have sold a machine that does not appear on our records or is it in their stock.

I have already done one phone round which put our mind at rest on the ‘lost in the post scenario’. What we discovered was that with the exception of a couple of customers, we had cards for all the machine that had been sold. Where we did not I manually took the customer details on the phone, set it up on the data base and raised the invoice for £60 where appropriate and issued the certificate.

As our objective is to keep strong lines of communication between ourselves and the selling agents, it is easy for us to check or both our records match and retropectively fill any gaps. During the next month I will be visiting as many agents as I physically can delivering point of sale and fliers, during these visits we will do a quick cross check of what they have sold v the cards from their customers.

regards

john

[Author]

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