- This topic has 145 replies, 12 voices, and was last updated 20 years, 9 months ago by
.
-
Posts
-
Re: CDSL
kwatt wrote:
CDSL, too much power? I’m starting to think so and the situation there could become extremely dangerous for all of us but I have heard tell that not all in that garden is roses either, already.
K.Flipper answered:
Haven’t a few of us being saying this since day one. IMO I think the dust has settled and its turning into the ‘mastercare’ way of running a network. Which as we all know is not good – but what can be done now they have such a large market share !
Dead right.
This lot are seemingly scary.
Don’t get me wrong. I like the way their site works, call logging etc, back up where & when possible, (pne makes it their problem when we are stuck). There is a lot going for it, it is professionally done and it pays a few of my bills. I work with them quite happily at present, but I’ve got a long memory.
However, we need to keep an eye on them, some of us could just become just that little bit too dependent on them, and that’s when they can call the shots.
They didn’t get Gorenje, and I hope they don’t get the next forthcoming biggie, whatever that may be.
Alex
Re: CDSL
Ok, I’ve had my visit from RF and GA.
I have laid into Roy regarding…
4 weeks to get a Can number…….he has promised to put right immediately, Can numbers should now not take longer than 5 days, please contact your rep if you don’t get it within the time frame. Don’t mention this POST, please.
3 weeks for the carrier to pick up a part……..he reckons it might be the carrier saving up the requests, he promises to check that their ends is not at fault.
Damaged spares……..it seems as things like Servis doors are actually packaged by Connect for delivery to us. When I proved its almost impossible to get a Servis door 1st time of ordering without damage he is not best pleased with his own staff. He promised to sort out the inspectors in their warehouse who are in for a Ballocking!
Same subject…Damaged Spares….when you phone to report the damaged spare CDSL should Auto raise the can number and implement the return of the spare to Connect. I have proven to Roy they don’t and he again is going to rip them apart for not doing their job completely. That should lower your admin somewhat on a damaged spare.
2 man Jobs………. Roy conceeds that some jobs need two men and is keen to promote good relationships with his network. He also stated that he did not expect his network to work for nothing, in return. Garys previous answers to my request for extra payments were dismissed as “CRAP”. Therefore any request for a 2 man job should be requested to DP or GA who will be more sympathetic in future, so over to you guys to test out that one. It has already worked for me as my last request was granted immediately. Roy also explained that 2 man jobs were not included in his original conract talks but will be included in the on going re- talks that take place. In the mean time CDSL will fund 2 man calls where appropriate.
Whilst I conceed that this is never actually going to pay for a second man to attend it is at least the first step toward it. Don’t rock the boat use the info sensibly and we are making progress.
CDSL Averages….they use these figures to brow beat you into improving your service, ie Average cost of spares per call etc…Accusing you of your engineers “over engineering the repair”, ordering timer, motor and module just in case. Average Speed of service to complete a call…
I have proved to Roy that out of 303 completed calls in June 195 need a spare fitting. Of these 195, 159 had spares that cost less than £99.00, 30 had spares fitted that cost less than £199.00 and 6 had spares fitted that cost in excess of £200.00.
Further analayis reveals that 1.9{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of my work averaged £258.00 per completed call(the 6) 9.8{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} averaged £188.00 per completed call(the 30)
and 88.3{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} averaged £19.00 per completed call ( the remaining 267).Roy has conceeded that the averages do not reflect the level of service a partner gives in producing his figures. That my average for June on his score sheet of £35.00 per completed call is completely false and influenced by 11.7{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of my work, to which I have no control as they authorise the expensive stuff, not me. The {e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} figures blow out of the water the argument of “over ordering or engineering” and Roy conceeded this point also.
This bit you have to keep to yourselves…..
I have suggested to Roy that CDSL introduce a “sensible button” on the site that allows me to alert them to a “BER” that should not be authorised in my opinion. We will all be able to quote repairs in excess of £400.00 to a servis autowasher. Roy has taken the idea on board and likes it. However he’s concerned that some will use it to “write off” an appliance they don’t want to repair.
So in the next round of site updates that CDSL do a “sensible button” will appear on my screen, it will trigger a close inspection of the call by CDSL and be looked at quickly and a decision arrived at so that we can proceed. I have to say that this will have to be “earned” by the Service Partner in question and not available to all. The fact that you all know know of its conception is a huge advantage, I will let you know when it goes live with me, could be 3 months or so yet as we wait for it to be written and introduced by IT department. Once live you can use the inside info to help yourselves.
Back orders with POSTAGE……..this is human error on the part of the warehouse and Roy is going to fuck the stores people for not doing their jobs correctly…again. The stores guys should delete the postage when they pick the spares…simple.Invoices not on the system(even though you have the parts delivered and you have a yellow invoice) …..this problem is again Human Error, and related to IT doing updates in the Warehouse, this stops the pickers from accepting the order into the system as they can’t do it “live” because of IT tinkering. Unfortunately IT finish and no fucker in the Warehouse bothers to update that days orders causing all of us problems. I have proven to Roy that the system grabs any spare invoice number available when you search for an invioce to close the job. So where multiple same parts are ordered for different jobs the recorded invoice numbers are incorrect.
Roy promises to sort this…..would love to be a fly in his office when he rips into his staff!
And finally…sorry this is long winded, where you do low volume work and your Speed of Service is poor, analyse your speed of delivery on parts. I have again proved to Roy that when 20{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of your work takes 21 working days to get the spares required it completley distorts the “averages” they bring to you.
I have to say Roy was completely OK with me. He has gone away with lots to implement, ideas to think about and knows that I’m going to be on his case everytime they don’t perform. He admits its a two way street and if he has expectations of me, its right I should have expectations of him(CDSL). As for Gary Ainscough, he sat there for 3 hours whilst Roy spoke and did not contribute more than 100 words, I reckon he’d already been spoken too!
So over to you guys now, use the info and have fun…..
KevinRe: CDSL
That is a result and a half me old son, It’s a shame you had’nt had that chat with him before I went down to see him 🙄
Sean
Re: CDSL
GOOD AFTERNOON CHAPS YES I AM STILL HERE.CDSL IS AS SOME OF YOU KNOW BECOME A LARGE PART OF MY WORK LOAD AND THE PROBLEMS KEVIN HAS LISTED ARE REAL.I HAVE SUGGESTED TO BOTH GARY AND DAVID THAT THERE SHOULD BE A SECOND SET OF AVERAGES.
THESE SHOULD BE TIME TO COMPLETE WITH THE SPARES DELAY REMOVED.THIS WOULD THEN SHOW BOTH THE AGENTS TIME TO COMPLETE AND CDSL TIME TO SUPPLY RELIVENT PARTS.
IF THESE STATIS ARE MADE AVALIBLE THEN WE CAN BETTER JUDGE OUR OWN PERFORANCE.
Re: CDSL
The power of UKW chaps.
A posting went out last night, (Tues 23rd) from Daft-Lass regards CDSL rejections, debit notes and claw backs.
I put in my two pennorth, then Kevin & Ken posts something early this morning.
At about 9 a.m. today, (Weds) I get a call from Dave Parker.
Brummie accent reqd here:-
“Alix, Ello It’s Doive ere. Ave Youw ad any debit notes from uz. Oi think the Shoit’s gowin to fit the fan on Whoite goods soite.
Can oi ask youw not to post anything on thyis just yet, as we are trying to resolve thyis before it gets out of hand”.
Any way, he tells me that he’s worried that it will be blown out of proportion etc. As if we would. He went on to say that Kevin may post something, and he doesn’t want anything contentious put on the site.
Then he says, “Oiv’e gotta gow as Roy is troing tow reach moi.” Wonder what that was about??
Power to the people.
Alex
Re: CDSL
See you Jimmy!
Just because youv’e been down yer, trying out our legal system. I spose youm qualified to talk like we do.
Glad I aint got an accccent. Ave a look at the link if any of you do need educating
http://www.bbc.co.uk/somerset/content/a … ture.shtml
Can we get back on the subject, I’ve got Dave Parker (Peter Mandelson’s clone) visiting next week, normal team building/brainwashing crap. Be interesting to see what he has to say.
To be fair to him, he is quite affable, but I don’t trust him.
Alex
Re: CDSL
An interesting addition to whats going on is I think CDSL now employ the two x roving engineers that worked for de dietrich. Chas is one of them,not sure of the others name.
I also think that CDSL are looking to further train these two on all of their repair portfolio. If you have a 2 man job, try asking if CDSL will supply the 2nd man, for training purposes.
Obviously CDSL have future plans with these two engineers, perhaps you could probe for us Alex?
Kevin
Re: CDSL
Oops forgot.
Since I sent CDSL into a frenzy the other day with GA phoning at 8am and RF phoning at 9am nothing has changed,yet. RF promised to sort every payment issue, GA is to phone us today to do just that as he’s been out of the office in Wales this week.
I am not posting any further on the public CDSL thread until they sort this crap out, unless they screw it up today that is.
KevinRe: CDSL
Sorry, thought that was common knowledge. The second engineer is Martin Shepherd. Knows his stuff. I have had no feed back on these guys, but I was aware they had moved from Brandt to CDSL, but I thought Brandt was paying the wage, and they were run by Roy Fisher. Makes sense to give them a larger remit, and be multi branded. Interesting to know who is going to provide their training; and, yet another expense out of the CDSL pot.
I can’t see that they are making any money.
Will see what I can fish out of Mr Parker on Tuesday.
Alex
BLOODY REJECTIONS AFTER 15 MONTHS THEY ARE TAKING THE PISS.
Rang Gary up to day to ask him to sort out, he cant do anything over the phone he will forget, can I send him it in writing:
Hi Gary
The rejection in question is C0042049. The main objection is that this call was closed on 26/05/04. Rejections after this length of time leave the service agent with no other means of trying to recover any costs at all.
Say for instance policy number was wrong , serial number or it should have been a chargeable call. There is absolutely no chance of recovering any costs from the customer or obtaining any further information from them at this unreasonable length of time . A more than reasonable amount of time for a rejection is 90 days, this enables an engineer to at least have some chance of correcting matters and remembering the call., after all the maximum call length on your system is 42 days.
Anyway back to the call in question, when I look at it yes it is a recall, but not an engineering recall but a recall caused through the supply of faulty parts from connect. To all intents and purposes we should be paid in full for the call. Also at this time we where not made aware that any parts that failed had to be closed down on the job and then also returned for full credit. ( to date this is only a verbal arrangement you have advised me of).Hopefully you will see the logic in this and re inburse me for the call for the reasons listed above.
Re: CDSL
We don’t deal with CDSL but I am rather perplexed as to why this is being aired in a restrcted forum and not open for everyone to see.
This would then show all & sundry how CDSL are just like other manufactures & WP’s and are screwing their agents.
They try to portray an image of friendship & cooperation at meetings but they seem to be pretty underhand about these rejections.
Or is it verbotten to question this company openly?
Surely we should have a level playing field or battleground for all!!!
KevinRe: CDSL
It’s in the general forum Kevin 😉
http://www.ukwhitegoods.co.uk/modules.p … pic&t=7710
I’ve only ever done five calls for them since March so I’ll wait until next Summer for the rejections 🙂
Dave.
- You must be logged in to reply to this topic.