Back On The Phones

[kwatt]

This week I’ve been back on the phones after a few months of not being on them and, almost a year of having any more than a few hours or so to cope with.

Apart from the usual rubbish that is perfectly normal one thing that has cropped up is people asking for reports, even under warranty and especially under insurance. I also noticed that someone else was asking about this the other day, I’m guessing for the same sort of thing.

What they’re after is a full on report detailing faults, histories and all that to try to prove an “inherent” fault so they can attempt to claim a full refund.

But, I ask, who’s paying for this additional service?

The one that took the bisciut is the one I just got from none other than DSGi, customer details removed to protect the innocent, much like MPs expenses we’ll call it redacted…

DSGi wrote:Dear Sir or Madam,

I would like to enquire, if you could provide me with more information regarding the Beko WMA5205 washing machine, which you have inspected under the job number ****** on 15th May 2009. Your report dated 8th June 2009 for Mr *****, 3 ******** Court, *********, *** ***, does not contain sufficient information to process the customer’s claim. Please not that the appliance is 27 months old. We would require a report that state the following points:

· The nature of the fault
· Probable cause of the fault (would you consider it as a wear and tear, manufacturing defect or accidental damage/misuse)
· Diagnostic procedures used
· Total cost of the repair showing a breakdown of labour charges
· Condition of item
· Whether the item can be repaired

Please respond by email or by fax on 0870 6001770, quoting the ref.:*******, if you can support us with all of the above information in writing. Thank you for your time to assist us with this matter.

We don’t even work for DSGi!!!

So…

Number 1, why should I give them any sort of report as they did not commission the call or pay for it to be carried out?

Number 2, handing out information like that could breach confidentiality with the client that did pay for the call.

Number 3, why should I sit down and waste my time writing a detailed report for no payment?

I’ve also had a couple of customers asking for this now and, I’m seriously thinking about charging for the service if additional or more detailed reports than we would normally give are requested. Normally for any insurer or manufacturer all that’s required is what’s wrong, how much it will cost to repair and how long it will take. Beyond that a verbal report is perfectly sufficient in 99{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}+ of all calls.

This level of detail is above and beyond what we have been engaged to do IMO.

Also, if we are expected to do this I would think it a good idea to somehow try to standardise the reports being given so we’re all singing from the same hymn sheet.

Comments?

K.

[Washman]

Re: Back On The Phones

Hi

I have had an E-mail from Maintenance Direct to say they now require a sign off sheet when job is complete, and copies of suppliers invoices to make sure the correct mark up for spares has been applied.Also proof of disposal costs. And that random jobs will be audited by the Insurance company. and if you cannot proved all paper work you will not be paid.

Mike

[kladave]

Re: Back On The Phones

Hi Ken

We have had a couple so far this year both on vacuum cleaners and both times we made it quite clear to the customer we charge for this service.
Both paid and we even got a follow up call from the insurer for one quote asking us for further info on who was to blame,Which we were not prepared to do.

Dave

[deltra]

Re: Back On The Phones

anybody asks for 1, i allways tell them £35. ❗

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