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Have now!
My how times have changed. Now they ain’t being so nice and telling you how you will run your business.
BTW, at least two points will break the law and, in general, it is an unfair contract and wouldn’t stand up in a court.
I hope DASA no longer sponsor this agreement. I’d put some distance there if I were them.
K.
Re: CDSL Repaircare New heads of agreement
May not format correctly but, the bones of it are there…
repaircare wrote:Heads Agreement between Repaircare and a Service Provider
Heads Agreement.
repaircare summarises within this Heads Agreement the key points of our working together and the minimum standards for good quality customer service to satisfy our client and end customer.
These standards are not out of the ordinary, but what anyone might expect from a repair company with service providers seeking to be the best in the business.
This Heads Agreement focuses on good customer communication, customer service and Service Provider administration, all vital to our ongoing success and working together.
Essential
1. Public liability insurance with a minimum value of £2,000.000 and copies must be sent to repaircare.
2. For Service Providers undertaking certificated work, copies of current certificates must be sent to repaircare.
Gas Safe Registration
F Gas Registration
3. Service Providers must adhere to data protection legislation.
Key points.Customer Service
1. The Service Provider (SP) will use the repaircare web based system to receive and update jobs.
2. All repairs passed to an SP must be accepted and if a pre-booked appointment, the pre-book date must be accepted. If the service request is not pre-booked the SP must contact the customer within 4 working hours to arrange an appointment within the agreed time scales as noted in point 3 below
3. All service requests will be attended within 2-working days, except in rural areas, islands and highlands and at customers request.
4. The appointment will be kept other by agreement with the customer when parts are being ordered in advance or the call brought forward.
Details of any change in appointment must be logged in the job notes.
5. It is good customer service to call the customer the morning of the visit and provide an ETA.
6. repaircare will monitor all SP jobs and provide assistance if necessary, we will redirect jobs to other service providers if we see that quality of service to our customer or client is not to the standards required.
7. If parts are required, these must be ordered or a PNE raised at the latest the working day following the visit.
8. When parts are received to complete an outstanding parts job, the customer should be contacted at the latest the day after the parts are received and the return visit booked in within 2 working days or by agreement with the customer.
9. The SP should communicate weekly with customers keeping them informed of progress, updating the system with the contact details, when there is a delay in the receipt of a spare part(s) –part on back order.
Customer and SP safety
10. During the repair visit the job must be completed in a safe working environment both for the SP and the customer.
11. If the job is repaired and working to the customer’s satisfaction, full electrical safety checks should be completed. (reference SB 165) Test readings must be logged on service job sheet.
12. Ensure that you and your staff comply with all relevant health and safety legislation.
SP paperwork and job administration
13. Once the job is completed, the job should be closed by the latest the day after the visit.
14. Daily, the status of all outstanding jobs should be checked and progressed as necessary.
Payment
15. repaircare will pay all correctly presented invoices on the 23rd day of the month following submission. We will take from this payment the amount you owe for spare parts supplied to your business-this will be done through contra account entries, we will fully detail these transactions.
16. Should the invoice be rejected by the client repaircare will work with the SP to correct any data and re-submit the claim.
17. If the claim is finally rejected by our client, repaircare will debit the SP the amount of the claim by producing a self billing credit note.
Administration or liquidation
18. If a client goes into administration or liquidation, repaircare reserves the right to withhold payment to the SP for any unpaid invoices, until the administrator has paid repaircare. In such cases payment (to the SP) may be reduced in line with the amount received from the administrator.
19. Should an SP go into administration, the SP agrees unconditionally that CDSL can use any outstanding payments due to the SP to be offset against any outstanding debt due to CDSL.
General
20. repaircare reserve the right to place any repair job with any repaircare service provider, particular when the Heads Agreement is not adhered to.
21. In accepting a service request from repaircare, the SP accepts the current Heads Agreement laid out in this document. This document will be amended from time to time, full updated details will be provided.
22. Returns will be processed by our returns process form within the time scales outlined in the current process documentation.
23. SP’s agree to adhere to repaircare company procedures regarding various business matters, as advised and documented to our SP’s. e.g. new electronic parts returned procedure, or Gas Safe registration as available on our web site at connections online.
24. It is expected that all vehicles will be of a safe and presentable standard and display the approved repaircare service logo. CDSL can provide an approved logo
25. It is anticipated that the service engineer visiting a customers wears suitable work attire that represents the correct image for your business, repaircare and our client. CDSL stocks suitable work ware endorsed with repaircare logos.
26. Please sign-off your understanding and agreement with this Heads Agreement document and return both copies to:
Mr. David Parker
Repaircare
Connect Distribution Services Ltd
Connect House
Talbot Way
Birmingham
B10 0HJPoints 18 & 19 are not legally acceptable although others may well constitute an unfair contract besides those.
But essentially you are being told how to do things, when, what to wear and what stickers to have on your van as well. Nice.
I wonder if they got the general principles of this from Trubshaw?! :rolls:
I dunno about anyone else but I will advertise another brand because I’m proud to be associated with it, not because I’m forced to do it and, that’s just where I’d start on this cr4p.
I am also reliably informed that, even although they don’t call it a contract as that seems a “get out” a court would view it as a contract. Trouble is they’ll get away with it because enough people will just toe the line and say nothing as they need the work, until they get crucified with the rod they made for their own back.
Very sad really that the repairers seem hell bent on suicide.
K.
Re: CDSL Repaircare New heads of agreement
There is a lot of traffic on the Repaircare website forum, and there are quite a few that said they will NOT sign as is.
My posting from yesterday….
Section 18 seriously needs to be addressed.
Repair-care should have insurance cover in such an eventuality? Meaning, when they take on a new contract, it is Repair-care who is assessing the risk and then I assume on this heads of agreement we are expected to take this work based upon their judgement, and we have no say in the account. We as the repairers are not in a position to evaluate the credibility of any new contract, and therefore should not be expected to undertake the risk.
So, if Brandt for example goes pear shaped, we would get the double whammy of parts as fitted being contra’d straight off our purchase ledger, and stand a poor chance of being paid, and the parts are at Connect prices. Any possible failings should be factored into the negotiations of any new contract, not left for a small family business to take the hit. I am a victim of MFI and involved in a legal battle regards offset and amounts due on the account.
The following still needs looking at, but not as important to me as section 18.
Section 2: All calls to be accepted. We do NOT repair makes that are not in our service skills etc. That includes pressure washers, vacuum cleaners and several makes such as Meile, Hotpoint etc. We are finding we decline chargeable calls only to find them come back as “Repair-care chargeable”.
Section 24: My vehicles are already liveried as Service Force, any other labelling will dilute the image, and the van would look like a suitcase. Considering 80{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of Repair-care work is on S/F related products, then I’ll leave as is.
Section 25: Work-wear, makes sense as Jeans & trainers are a not good. We already have uniforms that we paid for. Further dedicated work-wear impractical, means engineers getting changed in phone boxes and we have not got uniforms in red & blue lycra yet.
Alex
Re: CDSL Repaircare New heads of agreement
Email sent to DP asking if it’s true etc. before I open my mouth in public.
I’ve learned from the last debacle. 😉
I’ll see what he comes back with but, there’s no way on God’s green Earth I’d sign that document.
Pretty obvious though that there’s a Curry’s guy at the top of the food chain. 😉
K.
Re: CDSL Repaircare New heads of agreement
kwatt wrote:Pretty obvious though that there’s a Curry’s guy at the top of the food chain. 😉
K.Assume you mean Ex-Currys guy, who is on holiday at the moment. Clever little move, release this to the masses, then pull a disappearing act.
I get phone call this afternoon from D.P. and during the conversation he asks if all is well? Dangerous move that one. Any way, I tell him the H.O.A. is unworkable in the present form etc. He then tells me he’s had an e-mail from Ken. He chuckles without divulging too much content, but goes on to say “Looks like he has learnt a lesson, and there has been some chat on UKW” I tell him I haven’t seen any such chat, but expressed my surprise that it hasn’t hit the headlines yet.
Of course we have not said a word on this YET. Like the little veiled pop in another thread though.
Alex
Re: CDSL Repaircare New heads of agreement
Can someone quietly bump the “Who’s Liable” thread at some point tomorrow please?
An inane comment will do. 😉
I’m hoping that someone will bite and open it up a bit as I’ve done what I can with what I’ve got.
Although it actually does apply to many others I’d love to open up the field a bit and wander into other areas but I need an opening to get into insured debts and suchlike. And, I have to do that without it being able to be tracked back to a direct dig at anyone in particular.
K.
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