- This topic has 44 replies, 14 voices, and was last updated 20 years ago by
.
-
Posts
-
Had a situation crop up tail end of last week with a customer who was a bit awkward from the outset but none the less we took the job. We done a job on the machine which involved bringing it into the workshop. The job was a new backplate and new door assembly. The job was done and the appliance tested fully in our workshop to our complete satisfaction. The machine was delivered back to the customer last Friday morning and when it was plumbed back in it was again water tested in the customers kitchen without problem.
Got a call Saturday morning with the customer ranting that the machine had washed his floor and he had paid good money for the job and wanted us back. Had no one to send on Saturday so it was agreed that a engineer would call today ( Monday AM ) to investigate.
Got a further call from the customer as soon as we opened this morning and was advised that the customer did not want us to call and that the customer had repaired the problem!
During the conversation it transpired that the reason the machine had washed the floor was that according to the customer one of the black hoses inside the machine had come off and that was the reason for the flood. Upon further questioning we were able to establish that a hose from the solenoid to soap dispenser had become detached although the customer advised that the clips were still on the hose.
The customer then complained that they had had to take time of work so we could call to make the first visit and then further time off for us to deliver the appliance back! They also said they had lossed money by having to mopp the floor all morning on the Saturday ( a floor some 8ft by 10ft ) and that they wanted some compensation as we must be to blame !
I explained that we had not removed the hoses as part of the repair work and that we had fully tested the appliance prior to redelivery and on site when the appliance was delivered all without any leaks or water floods.
It then was suggested by the customer that for the loss of work, water leakage they wanted £50.00 compensation and that they say will be the end of the matter.
I said that I would like to still call as arranged on Saturday to see for myself the alledge damage and to investigate how this hose came to be detached in the first place. The customer said they did not want us to come back as that would involve more time off and just to send the cheque.
So there with have it, we have not been given the opportunity to assess the situation and we took every reasonable action to ensure the appliance was in full working order. To pay this customer any money would be an admission of some liabilty and how can we guarantee the work we did do when the customer by thier own addmission has taken the appliance apart and tampered with it, will they call next week with another claim.
I know we all get a situation like this at some time or another and our aim is to ensure that our customers are happy with the service that we provide and we have been trading nearly 40 years!
Any thoughts fellas, or Gals!
Are we responsible for the whole machine ?
Nope, I’d be saying that without the opportunity to check the fault there is no evidence that what I did was in any way wrong. Especially given that it was tested in the home before use.
However, by not allowing you back in to check it how do you know what caused the fault, or even if it happened?
K.
Re: Compensation Issue
my sentiments entirely, they could have thrown a bowl of water over the floor for all I know!
Seriously though thinking about this if that hose did indeed come off as the customer has stated and the clips were in place I am thinking that incoming water pressure could have been the culprit and that the pressure blew off the hose.
From the customers point of view they may well be saying ok but if thats the case how is it that it only occured after YOU touched the appliance !
Re: Compensation Issue
I was hesitant to take on this call and as with all this things the customer lives on the perimeter of our service area, their never round the corner are they ?
I think that we will insist that we have the opportnity to gain access asap and have a look prior to any further comments on our position in the matter. In any case I cannot see that we are responsible especially as we did not have cause to dissassemble this part or anything in that area of the appliance and that if the cause can be proven to be a water pressure problem we would not be responsible. The customer would then have to treat the matter as a accident and claim on their own insuranc if they so wished.
I am also wondering about the Guarantee aspect of this job now, would you say thay as the customer has tampered with the appliance that any guarantee is null and void ? After all if someone got injured or his premises burnt down tomorrow we would have no way of knowing what may have been done.
I just love this Job ! Next
Re: Compensation Issue
A word of advice, go there with a camera (digital?) and if asked tell the customer that you are going to take loads of photographs of the “damage” as well as the accused offending failure. If asked simply state that they are for the report to your insurer. 😉
This does several things, but if it’s a false claim then generally the request to photogragh will be refused, which is fine and kills it there and then as I’m sure you’re up for the next few sentences you give the customer.
If they do allow they know that you have evidence to support your case.
Either way, you win unless it is totally genuine which in my experience is rarely, if ever and almost always an inflated claim even when genuine.
I don’t bet, but I’d lay odds that there’s little or no percievable damage.
K.
Re: Compensation Issue
Thanks for that, I will contact the customer tomorrow and inform them that I wish to arrange to look at the machine, the possible cause of the fault and the damage if any.
I will not give them advance warning of the photography session as they may have the idea to set the scene.
If when I call they refuse the photo session I can leave and tell them that I will not consider the claim further.If they do agree to the photos I can use the reasons you have given and play for a bit if time before I say we were not responsible and there is no proof that we were.
Re: Compensation Issue
It sounds fishy to me too. I would think they have an obligation to let you inspect the machine at least. A situation where customers can just ring up, claim something has happened, refuse to let you see the machine but request you send a cheque for X amount cannot be acceptable.
Re: Compensation Issue
Just wondering what type of machine it was. I have seen pipes blow off Hotpoint washer dryers on several occasions when the mains water has been turned off. The air in the pipes afterwards, often blows the hoses off the dispenser. Worth finding out if the water supply had been interrupted.
Re: Compensation Issue
It was a Indesit, Like you I have seen hoses blow off like that but having coupled the fill hoses back up and testing it on a rinse and spin it was working fine.
Either way if the customers water pressure was responsible the reason and cause is external to anything we have done. How can one say that that hose would’nt have detached itself anyway ?
I suppose if we get the chance to inspect the matter it will end up their word against ours? the guy is a cab driver and he could spread bad vibes about us but then again even if he did obtain a payment for compensation he would still spread bad vibes. Can we ever win in a situation like this I wonder !
Yep, go in and see what the score is, then play it by ear and if you need any more help just ask. But it sounds like a false claim to me.
K.
Re: Compensation Issue
Sounds to me like you’re worrying excessively Sqadman. If the worst happened and it turned out to be your fault, as ulikely as that evidently is, what would you be liable to compensate the customer for? A wet floor. Big deal. Sleep easy.
Mike.Re: Compensation Issue
Dont forget squadmans reputation.Word of mouth travels fast when it hits the fan regardless of blame, Mike. That is a bigger issue than the compensation.
Greg
Re: Compensation Issue
Sounds to me like Squadman has a perfectly good reputation and has no need to worry about one shifty sort of customer who probably has a certain reputation of his own!
Something vaguely similar happened to me once. I’m sure I never lost any business through it. If a customer’s unreasonable with you it’s likely his friends know him for that.
Mike.Re: Compensation Issue
squadman wrote:It then was suggested by the customer that for the loss of work, water leakage they wanted £50.00 compensation and that they say will be the end of the matter.The customer said they did not want us to come back as that would involve more time off and just to send the cheque.
In law the customer always wins squadman, if they chose to take the matter elsewhere you will be deemed liable. Therefore I suggest that your customer claim for just £50 is very reasonable indeed. They will be happy with that, your reputation will remain intact – job sorted.
Pay up mate and bite your tongue in so doing. :lesson:
- You must be logged in to reply to this topic.