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We had a call from a D&G network agent north of Bristol. He had turned away a D&G call on an MFI cooker as was not in his area. He then told me that he phoned the customer few days later as a courtesy call after rejecting the visit and gave him our number, and the customer told him that D&G advised him to call 0800 repair and then after paying their repair bill submit the invoice to D&G for refund.
0800 took Ā£60 but never contacted the customer. I phoned D&G and asked what is going on as normally this is our area. They were aware the customer was using 0800 but told me they did not think it was my area. This was 12 miles INSIDE our boundary. D&G also confirmed to me if they have an area with no cover; they get the customer to contact 0800Repair.
I suspect some shady deals may be happening there? Might be worth sticking something in the trade forums sometime? For now though Iām keeping an eye on the sitruation.
Alex
Oh, oh!!!!!
Now that IS interesting and ties in with a little rumour I heard.
I’ll share when I gather more info or, on a face-to-face. I’m not even going to dare publish anywhere what I know for the moment.
K.
Re: D&G using 0800repair.com
Spoke to Wimbledon again yesterday, and e-mailed a reminder of areas. It was confirmed that if there are no available agents they suggest one or two alternatives to the customer, including 0800 repairs.
Just as well if left for a few days until there is further evidence, otherwise they will get suspicious.
Alex
Re: D&G using 0800repair.com
No Alex, you misunderstand. There’s more going on in the background than you perhaps know. š
Let’s just say that the sharks are circling.
K.
Re: D&G using 0800repair.com
Okay, more emerges…
DAG have asked at least one agent, that I can confirm, to carry out fixed cost repairs across multiple brands.
However, more interesting is that I got wind that there was a veiled, “if you don’t do it someone else will” via a third party yesterday who couldn’t confirm which agent it was that was approached due to confidentiality.
You will probably have all seen this by now after Ally’s post this morning:
http://www.repairandprotect.co.uk/
You should, if you’re a DAG agent, have all had new contracts to sign and return, which DAG were chasing quite hard to have back, I suspect prior to the launch of this and the new contract that they’ve picked up from Argos and Homebase.
However, so far as I know, the Argos and Homebase work was being carried out by JTM so, what effect that will have on JTM is not known at the moment. But, it seems to have come on JTM quite suddenly, I get the feeling that they’ve not had a huge amount of notice that this work was moving and, indeed, the network bulletin arrived on Thursday with the work beginning on the 26th of this month. Let’s just say that I have a gut feel that the big red “Panic” button was pressed just recently.
Quite where this leaves 0800 and JTM, who knows.
Meanwhile it would appear that DAG are going to try to compete in the same space, grabbing chargeable work, as RepairCare, 0800 and whoever else. I can’t see RP/CDSL being over the moon about that and I’d suspect that they’ll react in some way.
K.
Re: D&G using 0800repair.com
It seems that there is something going on within D&G currently, in the last couple of weeks we have noted a vast increase in the number of rejections from them quoting the ‘your contract with us states that you have to guarantee this repair for 12 months’ As Ken stated earlier they also seem to be going down the track of fixed price repairs with some of the independents threatening to pass the work back to the manufacturer if they don’t get their way. As most of you will be aware Lindsey Moore has been moved over to the manufacturers desk leaving M in the independents chair. Anyone else heard anything??
Re: D&G using 0800repair.com
I can confirm about Lyndsey. Mary Seymour has taken her place.
The 12 month thing has been going for years, we just make sure we don’t fit the same part in 12 months. š
Fixed price has been bubbling for some time now. I’m not sure of figures as not been mentioned, but I suspect they are rationalising the repairers so they can roll it out easier.
They did try to introduce a “Whole Appliance Guarantee” for 30 days after last repair, to us S/F agents. We manged to get it chucked out.
In common with others, they are trying to move goals posts as well.
I’ve won some award and off to Basingstoke in October to get a presentation. Might learn more at the time.
Alex
Re: D&G using 0800repair.com
Was aware of the 12 month thing but it’s unsustainable if we are now being told in writing by the likes of Connect that they will only guarantee the spares for 90 days. Congrats on the award – you’re in good company didn’t Kevin Heath win one from them :martin: (no malice intended)
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