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I was trawling the web looking for some info on a cooker for someone tonight and I happened across the Stoves website which boasts that…
Stoves wrote:We’ve been putting new thought and innovation into food for over eighty years, so it’s little wonder that at Stoves we have many industry awards to our name, including the Domestic & General TEQ Award for Customer Service.
Well, I thought, if I only did one manufacturer for DAG and I was running about with a van full of effectively free stock and I passed all the “rubbish” calls to a third party network then I could win a TEQ award as well. Funnily enough BSH have one one as well.
Instead I get LG, Samsung, Teka, LEC and Lord knows what else thrown at me which you can’t stock for (biggest cause for complaint) and that there are often spare parts delays on (second cause for complain). And, since unlike some, I don’t refuse to do loads of stuff other than the brands I really don’t like I reckon I’ve got a snowball’s chance of ever winning one of these things.
You may have noticed I gave up trying. 😉
No harm to DAG, I just don’t think that there’s a truly fair way to work it out unless you take into account the work passed to the repairer.
I just wondered if anyone else had any comment on the TEQ awards?
K.
Re: DAG TEQ Awards Fixed Or Not?
The system is flawed, it doesn’t take into account number of calls, skill sets, parts availability – how can you work a system that has you at 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} one period and down to 33{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} the next. (5* to 1*) be representative of quality of service?
Re: DAG TEQ Awards Fixed Or Not?
Service Force usually come 3rd in the D&G survey, and when you consider the diversity of product and the sole use of agents it aint half bad.
Second is usually B.S.H. and as mentioned Glen Dimplex come top. Glen dimplex are more of a one trick pony, and can stock the vans accordingly. To ensure they can look good, at busy times they send their I/G work and recalls to Service Power. I wish I could do that.
Alex
Re: DAG TEQ Awards Fixed Or Not?
Yes Alex but SF’s completion rates are also high because you can stock accordingly and have good lead times and support from Distriparts, totally different kettle of fish when you have to use SEME to get say, Beko bits, with a 14 day (minimum) lead time.
Plus SF will get volume in the Lux brands and the odd call that goes wonky gets lost in the volume, the guys doing the oddball calls get no such latitude. If we do 10 calls a week for DAG then one that generates a call is a 10{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} failure or complaint generation level in the eyes of the stats.
As Ian points out the stats for us are just crazy, one report says we’re brilliant the next can easily say we’re rubbish just because of one or two calls. From what I can see the calls for the likes of Servevast or MFI don’t count in it either if they pass the call and not DAG directly.
GDA have it even easier in many ways though with a limited product range and calls passed to third parties IMO, than either SF or BSH. Massively cooking product orientated which isn’t the hardest. 😉
K.
Re: DAG TEQ Awards Fixed Or Not?
We had a customer not so long ago ring us to book in a DAG job. From the start, she was most demanding, and discusted with us because she had to wait 2 Days for an Engineer :rolls: . Engineer arrives, carries out repair and leaves. No more contact with that customer….. Untill…. DAG sends us a copy of their questionaire 3Months later…..
All Boxes are ticked as ‘No’ or Negative responses were given…… even down to ‘Was the Engineer of a smart appearance’…. Answer- NO 😕 , all our guys are in full clean uniform……… Says it all really!
Re: DAG TEQ Awards Fixed Or Not?
Funnily enough and, unbeknown to me yesterday, the monthly (or whatever it is) report rolled in on Saturday’s post. This serves as a classic example of what I am on about…
- 1 – not meeting SLA 😕
2 – parts delay
3 – not informed of progress
1 was a delay from SEME on Beko spares that they couldn’t supply (big shock, not ;)).
2 was (still is) a delay on a part from LG (big shock, not ;))
3 the customer was told that the parts would be a week to ten days then a no access call made and no contact back from the customer.
You can’t win, not one of these was anything to do with the service provided in any way but is a reflection on some manufacturer’s inability to supply spares or the customer just being a muppet.
But by the way the system operates I get three black marks that are, IMO, unjustified. Had they not been applied then we’d have scored 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}.
K.
Re: DAG TEQ Awards Fixed Or Not?
We posted some d/washer basket wheels once, and charged D&G postage only.
The sent a questionairre, and because we didn’t call the customer ticked all the no boxes. Made sense really, i.e “was engineer of tidy apperance”, didn’t have an engineer, better put a no. “Did the engineer arrive as expected” again a no, I suggested to D&G they have a word with Royal Mail.
My biggest complaint is regards service delay, “Was it 2-3 days etc. if more, were you satisfied with this response”? The ones that tick a no you can guarantee included a weekend or bank holiday. One complained that the service centre was closed over the 4 day Christmas period.
Alex
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