A Series Of Articles From The WTA

[kwatt]

In response to numerous problems that many of us face on a daily basis, especially for staff on the phone, the WTA have published a series of articles that you can point customers to.

When you read them you will see how they are of use, they basically set out how many systems for warranty cover, spares lead times and so on work in the real world. As we are all too fully aware, often the customer’s perception of what should happen in an ideal world and the reality are not exactly the same.

Links to these articles are:

Not covered by warranty

Service call lead times

Spare parts availability & lead times

Spare part delays

Appliance exchanges

Hope they’re of use and help people. I do know that these articles have already helped a few people as we’ve been playing with them for a few weeks now.

K.

[odom]

Re: A Series Of Articles From The WTA

Great articles, especially the one about warranties as this is, IMO, also very relevant to reconditioned machines. This is still the biggest headache for me despite clearly detailing on every receipt what the guarantee does and doesn’t include 😕 (had an bit of an argument with a customer who wanted her machine MOVED under guarantee as she was having a dishwasher installed! “But you said the price included installation!”)

Thanks, fantastic work as always!

[Martin]

Re: A Series Of Articles From The WTA

Most bona fide trade associations act as a conciliation and arbitration service on behalf of their members should any of their customers have a dispute or grievance with the member. A customer therefore should be able to contact the association directly should they wish to air a grievance and present their case against any member. However when it comes to the WTA and its article entitled “Not covered by warranty”, it confirms that it will (quote) “often be able to confirm whether or not a particular fault would or would not normally be covered by warranty. “
….and then goes on to add : “if any of these faults listed are the cause then the answer is no, it is not covered by warranty”.

Almost an END OF statement as it were with no hint that perhaps their members report may be either incorrect or at best open to question by the customer? The article is therefore at pains to assume the fault is theirs and offers little in the way of arbitration. Yet as a trade association it should be at pains to stress that IF there may be a dispute? IF there may be a case to answer? Then simply contact the WTA who will investigate any and all matters relating to one of their official members. The bias of that article is by definition very one-sided…..take this quote for example: –

“In most instances it is better to pay the repairer and argue the case with the manufacturer or insurer as to why you should not have to pay for the repairer’s service.”

“The repairer” being a WTA member and a “don’t bother us go somewhere else eh?”…….Hmmmmm?

Legal Position and Spare Part Delays
Here’s an odd statement: –

“We are also unable to ask a member that is under a contractual obligation to source spares from an alternative supplier, even if the part is available elsewhere.

We can however often offer some alternative suppliers for many spare parts to TA members.”

So then, why can’t the WTA simply “ask a member” eh? No harm in asking if it helps the cause between one party and the next to resolve a problem, maybe? It may even help the WTA member over the problem anyway…:wink:

Overall the content is awash with “unfortunately…..”…”we cannot deal with these enquiries….”….”we can, but…..” More negatives than positives it must be said and whilst packed with matter of fact information, oh yes, loads of that, there’s little comfort or consolation for the viewing public.

kwatt wrote:Hope they’re of use and help people.

If the objective is simply to erect barriers between the public at large and the WTA, well then it covers all bases that’s for sure. And I have to agree with the last postee’s comment… “Great articles” Oh yes indeed it sure does cover members backsides!

…and also some……

Typo Errors: –

“Contacting Service Centers“

Appliance Exchanges

Paragraph repeated:
As you can appreciate doing all of the above and communicating with all the various parties involved can lead to a somewhat cumbersome process that, in the main, is not quick. A typical exchange will take between one and three weeks to complete and, in many cases, a repair to the product in situ will be the faster option.

I truly hope my comments will be taken by those concerned only as constructive criticism as I would’nt wish it be viewed otherwise….

Regards

Martin

[kwatt]

Re: A Series Of Articles From The WTA

No it’s fine Martin, there’s nothing wrong with constructive comments.

The point of the articles is to try to stop getting into a battle in the first place in all honesty. The problem being of course that people do not understand the industry or how it, in general, works or what they can expect. That in turn tends to lead to a situation where the public will compare it to other often higher value items as when their appliance is knackered a lot of people make it out to be that it’s a dire emergency and that they cannot survive without them.

From a warranty service point of view, there is very little that any TA can do to arbitrate as manufacturers, insurers etc. will take little or no notice of any ruling. What can be done is cases looked at and a view taken based on the circumstance and the best possible advice given to the consumer on how to proceed.

The reason for the reinforcement is really rather simple, unlike you who obviously did read the articles in depth, most people will not. What they will look for is the bit that proves their case or that lets them fight their corner. By making the situation as clear as possible it is hoped that this sort of thing is avoided. To see things of a similar nature just read almost any post in the public forums where warranties, DSR or SoGA are mentioned, a lot of people just don’t get it and try to twist it all to suit their own ends.

I take what you say about the negativity but it has to be said, there’s not a lot of good news in those thorny subjects for customers.

K.

[Author]

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