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Is it just me or are customers now expecting a repair you did to last a life time ,had a customer on today who’s fridge freezer I repaired two years ago ring up to complain it had gone wrong again ,we explain that the repair is warranted for 6 months. And obviously any call out will be chargeable . The customer then says ‘when the engineer came last time he said after finishing the repair !there you go you shouldn’t. have any problems now ” . We explain that. it has been ok since we repaired it and there is no guarantee that it’s the same part in any case that’s faulty . We are then told ‘ we’ll if that’s your attitude I’m am going to contact trading standards ‘:rolls: and slams the phone down Where do these people get off. Cras .
Re: Customer warranties on repairs
What! You don’t give lifetime guarantees? What’s the phone number of TS’s, I want to complain. 😉
Re: Customer warranties on repairs
Haha ,the thing is Martin she was genuinely suggesting that because of the engineers comments that it was never going to have problems again . By the way it was a Samsung American so I think that two years trouble free must be some kind of record 😀 .Cras
Re: Customer warranties on repairs
Yeah I get it Cras believe me. It is good to vent your frustration here after all. A Samsung too, bloody wonder it lasted a month never mind two years!
Re: Customer warranties on repairs
Yeah I get it Cras believe me. It is good to vent your frustration here after all. A Samsung too, bloody wonder it lasted a month never mind two years!
You lucky bar steward Martin !! you got it to last a month..Miracles do happen then 😀
Bryan
Re: Customer warranties on repairs
This is partly what I’ve been banging on about for ages.
People have changed.
They are more confrontational and expect that they will be completely indemnified and absolved of any and all responsibility, both financially and otherwise. Not their problem, someone else’s, they don’t care who’s or who foots the bill, so long as it isn’t them.
So you get stuff like this, which is taking the “P”, that person with the tank on another thread tonight, countless people on warranties and so on who all think it’s “okay” to think that they have “rights”, mostly that they simply do not have.
K.
Re: Customer warranties on repairs
I have noticed an increase in people asking for things to be repaired under warranty long after the warranty has expired ,the one above is just the latest . On the occasions that they have backed down and paid the call out I normally find it’s totally unrelated to the repair previously done , they always assume that it’s the newer parts that fail and not the others ,your normally met with yes but my freezer defrosted and that’s what it did two years ago when you repaired it so it must be something you did last time :rolls: Cras
Re: Customer warranties on repairs
Or a repair is completed and for 3 or 4 months you hear nothing, then the call comes, You repaired so and so a few weeks back and is gone wrong again! It then transpires that when you check back a few weeks you cannot locate their repair invoice, then you find in point of fact that the original repair was 3 or 4 months back, once you make them aware of this then comes the humdinger, Well since you repaired it is has’nt worked
Seriously would you pay someone to repair an appliance, then discover that having paid them that the appliance did not work, then leave it 3 or 4 months before contacting the company ?I think not and this scenario is common ! when you do get to the repair you then find out that the cause is different from the original fault and repair and then they say, well I dont know why we have to pay again, I mean you said that the machine was worth repairing and I feel mislead !
They hear only what they want to hear, expect you to work for free and supply them with parts for free,
Re: Customer warranties on repairs
that reminds me of a job last week, customer on the phone playing hell that the hotpoint board has gone faulty again and was under warranty, proper ill mannered blaming customer, could not find the customers details on the pc anywhere but gave them the benefit of the doubt, anyway gets to job and turned out to be a different firm that did the job! what gets me here was even after calling out the wrong firm for the recall not one single sorry or embarrassment and even had the cheek to ask now that we were here would we just quickly do the job under the other repairers warranty!! seriously! ha ha some people have all the cheek in the world…..
Re: Customer warranties on repairs
Or this week a woman who telephoned our shop stating that following a repair we did that we charged her £120.00 and following this repair a lady from our company subsequently phoned to tell her she had been overcharged and would receive a refund of £60 !
Well No 1 we happen to be an all male staff so the latter never occurred and she was advised of this but would not accept the fact and she was further advised that in order for the matter to be investigated further we would require the invoice number of this repair to which she said, I was not given any invoice.
Then suggesting that we always issue invoices with all repairs and could it be that she was mistaken that she had someone else out at which point she started babbling about TS.
Thought that would be the end of matters and that once she thought it through she would recollect who did repair her appliance. WRONG ! She then arrives days later at the counter demanding this money and I then explained that without any receipt or proof of payment that we would not be entertaing her claims any further and that we would be more than happy to cooperate with Trading Standards should she wish to take the matter further!
Heard nothing more but she was arrogant and rude and obviously had made an error
Re: Customer warranties on repairs
Theres many a thing could have been qouted but its obvious that the charge of fraud would not be one of them
Re: Customer warranties on repairs
It is illegal to defraud a business, sometimes simply stating it was a mistake is a bit difficult when someone is demanding money from a company they have no evidence of ever dealing with, as many judges point out ignorance is no defence in law. I’m no legal expert, but I’d be surprised if an attempt at fraud is not illegal.
Re: Customer warranties on repairs
I had a customer phone me to say his cooker has gone wrong again.
He said you repaired it 4 years ago when I checked it was nearly 5 years.
He said it is the same fault as last time do you think it is linked to the repair you done last time and if it is can you repair it under warranty.
I advised him I give a years warranty this is more than a manufacturers repair would give him as most only cover for three months.
He then said if that is your attitude then I will get someone else to repair it who will warranty there work. Before I could reply he slammed the phone down on me.
Another satisfied customer I wish him luck on finding someone to warranty a cooker repair for 5 years on a cooker that is now according to my records nearly 19 years old now.
Happy Christmas to him.
Bob
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