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Now Hotpoint are offering free parts on any age of machine, you pay their £99 labour, what do you advise your customers?
I always have advised mine to go back to hotpoint if the machine has a
major fault under the five years.With hotpoints new scheme any aged machine with motor, drum or board
fault should ‘morally’ be referred back to hotpoint.In doing this I will lose out on repairs but more so on sales.
What are you advising now??
Re: Advice to hotpoint customers
I suppose it depends on how much you are charging your customers. I very rarely do jobs where my bill comes to over £99 since the customer usually declines to go ahead. I can often offer secondhand motors, timers etc for the older machines. I have sometimes suggested to customers that they get Hotpont to do a repair but a lot of them prefer me as I generally get the repair completed quicker than Hotpoint.
Re: Advice to hotpoint customers
timdowning wrote:Now Hotpoint are offering free parts on any age of machine, you pay their £99 labour, what do you advise your customers?
Just figure it out for a moment and imagine that every call you go to and you cop £99. Now for a one man band that would be ab fab wouldn’t it?
10 calls a day @ £99 every stop…….bl**dy wonderful…!!
BER?…No problem madam….we’ll just deliver a new Hotpoint to you for……
You catch my drift…:wink:
Re: Advice to hotpoint customers
Very true Phidom. 95{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of my jobs are under the £99.
I think my concern is, for example, on the WMA’s now 7/8 yrs old with the drum bearings and shaft totally knacked with low insulation on the motor, what do I advise?
I would of written off the machine and 8 times out of 10 get the sale of a new one. Potentially not anymore!!
Another example was lask week 2 year old WF with split in outer tub. Advised customer that Hotpoint probably wouldn’t cover it due to coin damage. Now according to hotpoint this afternoon I was wrong, they would have covered it. (receipt or no receipt of purchase).(I would have lost my £70 profit on the sale of a new hoover machine).
Re: Advice to hotpoint customers
Martin. I’m looking from the indies side of it. How Hotpoint play the game is another issue.
Assuming the parts required aren’t obsolete how can Hotpoint BER every machine when parts are free???
Re: Advice to hotpoint customers
Another take on this is that we are as had been said Independant, that being the case why are we even discussing being messengers for the likes of Hotpoint ! when did Hotpoint ever advise customers calling their call centre that as they were busy with a five day lead time to get an engineer out that maybe a local independant repairer could get the job done much sooner at a much lower price.
No lets not start talking ourselves out of the job, when a customer calls me I will wherever possible achieve the repair of sale of a new appliance as that is my business, business is becoming difficult enough without us going around explaining that someone else can do the job cheaper ?
So as I am not employed as a PR manager for say Hotpoint or anyone else I will continue to offer my services to my customers and let the manufacturers take care of taking their own messages to the public.
Re: Advice to hotpoint customers
K wrote;
The best thing you can advise a Hotpoint customer to do is not to buy another.
Agreed, but that dosen’t detract from the ‘moral’ stance on what to advise the customer, face to face in their home.
When asked what are my options by the customer, which I get asked all the time. What do you say? Don’t by a hotpoint next time? that is not the answer to the question.
Squadman, do you advise customers of their 5 year part guarantee?
Re: Advice to hotpoint customers
I didn’t know about this new deal. Does it apply also to WM and 95 series? (Not that anyone would want to spend £99 on a machine as old as that). Just wondering, too, if a customer pays out £99 for a new pair of brushes and then needs a pump a few weeks later, is that another £99?
Maybe they’ve got fed up with trying to flog those crummy new machines and have decided to try and make their money on repairs?
Mike.Re: Advice to hotpoint customers
As Iadom pointed out before, I know a toploader that needs a new power-unit. Bargain!
Do new power-units still exist?
Re: Advice to hotpoint customers
Does it apply also to WM and 95 series? (Not that anyone would want to spend £99 on a machine as old as that).
I have customers that do and should. But thats not my point.
With the options of:
me writing off their machine due to the bearing housing being loose in the tub
me selling them a new machine ranging from £269 upwards
or calling out hotpoint and getting it all fixed for £99.I know what alot of people would do. repair it.
(after all thats what i’ve been telling them to do for years). better the devil you know and all that.
Re: Advice to hotpoint customers
Goatboy wrote:As Iadom pointed out before, I know a toploader that needs a new power-unit. Bargain!
Do new power-units still exist?
nope theyre obsolete
im really starting to hate indesit
theyre making independants jobs practically impossible to do
i feel for you guys, i really do, keep your heads up, and dont let that shower shine through
its been said, they dont tell people what you charge, or recommend your service, so why should you do it for them?
Re: Advice to hotpoint customers
its been said, they dont tell people what you charge, or recommend your service, so why should you do it for them?
Firstly I do not explain other companies commercial operations as those companies have never contacted me to make me aware of them. Why then are we discussing the moral right and wrongs of this. Does the Hotpoint service engineer turn up to a client who requires carbon replacment which his company are charging £ 100.00 for and then go on to explain that it would be morally correct for him to advise them to contact a local independant who can do the job for a mere fraction of the £ 100.00 ? No of course not ! I understand what Tim is saying but at the end of the day I would not be talking myself out of a job !
Morals do not pay the overheads and whilst I would never rip a customer off I would recommend a replancement in the case of a BER and introduce the customer to the world of ISE utopia which is a place where the independant and the customer is at last happy and equal and where the sheds and greedy manufacturers like the Indes*** crowd are at a disadvantage !
Re: Advice to hotpoint customers
Ok its clear that for some morality shouldn’t come into it. But for me it does.
What will UKWhitegoods and or the WTA stance be on this situation.
Previously there has been guidance given to the public to use their 5 years parts cover. So I assume this guidance will continue with the ‘lifetime parts cover’?
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