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Re: Dealing With “Call Backs”
last week whent back to a slot in cooker with a faulty front spiral ring. i had fitted a new on 10 months ago. this was a job for a landlord. i fitted new ring…no charge. sent invoice for £35.00 labour…the ring is free, i’m not…landlord quibbbling now… i suggested he buys two new tyres and after 10 months takes them back to the garage for replacement…free of charge….i wonder????
Re: Dealing With “Call Backs”
Contract work call backs have suddenly become an issue for us.
With Repaircare, there was until recently, always some leeeway with a call back if the new fault was not the same as the old fault.
For some of the jobs we do for them, we are meant to provide a 30 day full appliance warranty after repair. Recently went out to a Kenwood cooker because of a noisy cooling fan. Replaced the fan, all working OK.
A week later we got a call back because the grill element had failed. Tried to argue but Repaircare will not discuss anymore and will withhold original invoice until problem resolved. Rip off or what!!!
Regards
Cookerfitps Anyone else noticing the lack of flexibility from Repaircare that was previously there??
Re: Dealing With “Call Backs”
I think I would tell them to take a run and jump…….or p…….off. 👿
If they think like this .then I would not do the work for them…As if you know what the next part on the machine is going to go ! :rolls:
You would not be doing this job you would have picked your winning numbers
And retired by now …. me thinks….!!!Re: Dealing With “Call Backs”
weve had this isssue recently with connect, and the only way you can get labour back on a recall, is if 2nd fault caused by user missue.
the other side of the coin is when you go back after 33 days etc which connect dont treat as a recall ..
you have to take a few on the chin sometimes,
ally
Re: Dealing With “Call Backs”
Just had a bosch dishwasher module fail that i fitted in may 08. Looking back at my records i ordered it from bosch, who as far as im aware dont give guarantees on parts supplied. At £90 this hurts, but i guarantee my work for 12 months so i have to take loss.
Just wondering, after reading that Wilf gives 6 months on modules, am i generous in giving 12 months – isn’t this the norm?
Do any other engineers out there give shorter guarantees on electronic parts and how do you word these terms of guarantee on invoice?
clive.Re: Dealing With “Call Backs”
I always give a 12 months parts and labour Gtee on major parts but not door handles,timer knobs,heater thermostats etc that can fail due to customer abuse. Always best to explain this at the time of fitting parts.
For parts that I do Gtee I always write 1 Year Parts And Labour Gtee on the invoice.
GrahamRe: Dealing With “Call Backs”
smeghead wrote:Just had a bosch dishwasher module fail that i fitted in may 08.
What caused it to fail? Might be something else in m/c which would make it BER anyway.
Mike.Re: Dealing With “Call Backs”
i agree with turbo, a note on the invoice can save a lot of misunderstanding in the future. if you guarantee parts AND labour write it. if only parts then a note on the invoice is needed. i know that we as a group are the most responsible guys and i’m sure that we all give a much better customer service compared with many other “service” industries. parts which an be broken or damaged by the customer can cause probs but parts that by their make up are fault prone need to be dealt with on a case by case system…
richard 8)Re: Dealing With “Call Backs”
I went to a whirlpool washer today with a dead module. The new board is £168 + VAT trade (i.e. typical Whirlpool rip-off spares). I didn’t think the customer would want to go ahead but it seems he might 😯 I think I will have to decline the job as I can’t afford to take that big a loss if it blows again within my guarantee period 🙁
Re: Dealing With “Call Backs”
phidom, i think this is the type of job with the risks of recall on a very expensive part that you might suggest that the customer contact whirlpool. let the manufacturer take the risk…they build and supply and sell them..let them have the lumps now and then.
richardRe: Dealing With “Call Backs”
Yes let Whirlpool do that job the board will only be £10 cost price to them do doubt 😥
GrahamRe: Dealing With “Call Backs”
I’ve had a problem with a ranting customer this week.
I had a call last week to replace a fridge stat, it was freezing everything.
Changed the stat and in the process the bulb failed, I did not have one on the van and told the customer I would return when in the area and fit a new bulb. (the call is 17 miles from my home)That evening just before 6 she phoned demanding I go back as the fridge is silent and it is now defrosting and all her food is going off :rolls:
I said I would call back and check it but first open the fridge door and wait to see if the motor comes back on, if it does then phone me back and let me know.She did not call me back so just before I left home to go back, I phoned her, she said it’s working now but I want you to call and check it tonight anyway.
I said there is no need for me to call tonight as it’s working, I will call in and change the bulb as soon as I’m in your area, sometime next week.Every day since she has phoned sometimes twice in a day and moaned about me breaking her fridge light. Yesterday I called and fitted a new bulb free of charge.
Last night just before 6 she phoned to say it was not running…ARGHHHHH!
I asked if she could hear the motor, she said yes but the light is not coming on, and I want you to call now or else blah blah blah I’m going to report you to trading standards etc etc, then she started swearing at me, I hung up on her. I’m waiting to see what happens next.Re: Dealing With “Call Backs”
Gazman, our sympathies are with you. That one is obviously a bit of a head case. Trading Standards probably get quite a few of these types and can spot them at the first call, so I wouldn’t worry at all. Might be best if the aggro continues to just give her some money back to get her off your back.
Mike.Re: Dealing With “Call Backs”
Gazman1000 wrote:
I hung up on her. I’m waiting to see what happens next.Personally I never hang up on a customer, it seems to make them worse. I hold the phone away from my ear, and let them rant. When they say ‘are you still there’ is when I speak. As they don’t know at what point you stopped listening, they have usually calmed down.
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