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The new contract for CDSL covering the Cardiff Pinnicle work.
We are being asked to 12 month guarantee all the parts we fit, as well as labour for £40.00!!!!!Now guaranteeing parts for 12 months is not a problem when doing chargeable calls at £50.00 with a decent mark up on spares, but this is just taking the mick, IMO.
If a part fails in guarantee, there’s no labour and you buy another to only get a credit once you return the failed item. This is too admin heavy to NOT cost us money…hands down.
On top of this the calls we receive are not vaildated and could be a very expensive error waiting to happen. No mention of customers having certificates at all, so watch out.
I hope this is noted by Dasa members (within the forum), perhaps you can brooch the issues on behalf of your members who are being shafted just as much as the rest of us.
KevinI think Phils already said something, correct me if I m wrong Phil, I ve not had the letter yet will have a read when I see it
No only glanced at the pinnacle bulletin, but I e-mailed Gary A about receipts, telling him as far as I was concerned they took the call ,they should tell the cust to get receipt out and advise them of the charges if rec not available. If they dont do that I would bill CDSL, not fight tooth and nail to get a cust to pay.
Re: Anybody read
I have a copy of the bulleting sat on my desk, I’m unimpressed.
It’s multi-brand, low volume and with unacceptable strings attached IMO.
Validation in-home is unaceptable and asking the repairer to carry the burden of risk when all these details should be verified before the call is even passed out. The repairer should be paid for attending if CDSL or CP feck it up irrespective.
There’s a lot of hoops to be jumping throough for the so-so £40 fee, 2 day srvice, parts ordered within 24 hours etc. etc. as well as putting the engineer in a hostile position should the customer refuse a repair.
Cosmetic items, now there’s a bone of contention if ever I saw one. As usual it’ll come down to what is considered essential, not what’s prudent or common sense I expect.
Guarantee – just totally unacceptable at the rate with the other conditions.
BER Rate – totally unacceptable and unrealistic unless a double cal is paid where they authorise repairs and it could have been done at the time from van stock. I know the number is there but how often will you get through and then get an answer and does your engineer have time to faff about doing the admin in-home, if they even will?
Rates – crap.
K.
Re: Anybody read
Had a nice chat with Gary today, I can confirm the 365 days parts and labour guarantee is real.
CDSL have taken on this contract as it may lead to more work than is on offer at the moment, (approx 2000 calls annually), but CDSL have to go with the 365 days guarantee as its what their client requires.
I’m ok with the explanation, read on and you’ll see why.
I have explained to Gary the postition I find myself in, that is I’m unwilling to give parts such a long guarantee when CDSL will not be honouring a 365 guarantee to me. That is, if a failure occurs, I have to pay for labour and parts within the 1 year period. I explained that this is chargeable conditions being applied to contract rates and I can’t take the risk, nor do I want the risk.
Fair play to Gary, he offered me the opportunity to not take the work with no loss of my present work load or responsibilities. I have accepted that.So, whilst this is a solution for me, Gary now has to find someone to cover my area and accept the rates on offer, don’t answer your phone phil 😆
And by the way, if you choose to do what I’ve done, be discrete, don’t say Kev said 😉
KevinHad a similar conversation with the coverplan fridge work , threatened not to do it and told I would lose all my c/plan work in Bradford. But did tell me I didn’t have to do the Daewoo work if I didn’t want to. I told him I would trial it and the first problem I had I would kick it in to touch, So far in two months i’ve had a call a month. Pinnacle are spreading there work about , using Servicepower, Serviceforce , NESN and now CDSL ! Will I get a call from Gary or will they do the usual of ringing the office and asking the girls if we can do a job ! Time will tell. I wont go out of my way to talk to Gary, i’ll bring it up at our next meeting.
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