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Re: diy’ers
I just view it as the same thing only different Jeremy. I’d tell a customer to try stuff and if it does fix it they’re well chuffed and will always call me back, hopefully they’ll tell a few friends as well.
That seems to be happening with UKW from the feedback that we get, people are being recommended to try here first for all sorts of things.
David was telling me today that he’s getting three or four phone calls a week from people wanting to buy appliances from us, even though we don’t advertise that we sell them, in fact we don’t presently. Right now I’m trying to dream up some scheme to get that business to you guys rather than let some web retailer steal a march on us.
Then there’s spares, we sell them and if the customer gets into trouble the first thing we do is steer them to Repairs@ or any other independent in the area if we’ve no-one on Repairs@ to deal with it.
The point is, we’re getting the first bite at all that business and that to me is not bad news at all.
K.
Re: diy’ers
The way I look at it is that most people that approach the likes of UKW are not even likely to book a service call in any case.
Before anyone thinks I’m trying to “pidgeon-hole” the general public, no that is not the case. The person that searches the net for an answer has either chosen not to go for a repair, or feel wordly wise enough to perhaps have a go themselves. The point is though, if it wasn’t for the fact there is help out there, they would more than likely go into Currys/Comet and pick up another machine. Then nobody gets a bite of the cherry.
Regretfully for us the industry has changed significantly, and we are doing our best to keep up and perhaps adapt ourselves.
Jeremy is old enough I’m sure to remember calling on customers year after year on the same product. Seeing their kids grow up, and then repairing machines for new customers that have just bought their new first home, and then realise that they also repaired Mum’s machine. He is now talking to a customer who just made him a cuppa, that not too long ago was toddling around and trying to play with his pliers etc.
We don’t see machines now cradle to grave, one hit and that is it. 30 + years ago on Hoover sloping front Keymatics, (3224/3226) I used to put every service call on the inner chassis member in pencil, even to the cost of repair. Some machines made interesting reading when I used to go back years later, (I must get out more).
So I find, if you help a customer, they do come back on the odd occasion. Yes loads move on and buy new rather than repair, but as I said earlier that is now the nature of the beast.
Gone are the days when the machine was looked at as an item of capital value. Now it is more of a disposable commodity.
Alex
Re: diy’ers
im mostly directing this as far as the net goes, yeah i give some advise over the phone but not to much as it amounts to telling a person how to fix their machine and that is of no benefit to me overall, it depends on each persons type of business maybe. the definitive premise of this website will always be as has been pointed out but it doesnt mean someone cant express an opion or question things now does it ?
Re: diy’ers
Jeremy.
I’m sure no-one here has an issue about you expressing an opinion. That’s what this site is all about!
Its a very difficult line to draw when deciding how much technical information should be given out over the phone (or over a web chat forum). Personally I would prefer to advise a customer over the phone that her machine has a user accessible filter than to get the house and simply clear the filter and charge for a callout.
Bob
Re: diy’ers
im not refering to a filter blocked, thats user domain any way if they read their instructions , more over the fact of telling a person how to take their machine to pieces is my point.
Re: diy’ers
Since the site sells spares to the public it makes sense to help them work out which parts have failed. I recently had to do a top end engine rebuild on my van and was struggling to find the correct tightening sequence on the stretch cylinder head bolts. My local MoT place has a big book with all this info. for every make of car and they were happy enough to give me the data I needed. If you try to present what we do as a black art you will only strengthen Joe Publics cynical belief that we operate by guesswork, just renewing parts until the machine works. Giving advice is often a thankless task but a few people are polite enough to let you know how they got on with a repair.
Re: diy’ers
hmmmm personally i dont work in a black art manner, i diagnioise and advise accordingly. ok so the site sells spares, hmmm how does that benefit me then? or anyone else? thats wasnt the point i was raising
Re: diy’ers
Oh, FFS Jeremy. UKW as a whole is here to benefit YOU. And me, and all the rest of us. And it has to be paid for somehow……..
Please look a bit further than the end of your nose.
Chris.
Re: diy’ers
rofl thats all i can do at you remarks penguin, seems debate isnt your forte’
what started out as a simple observation has turned into a flame on me !
Re: diy’ers
Heh chill a bit eh? 😉
Everyone is entitled to their opinion and nobody is forced to help a customer at all here. Many do and, on the whole, I think it does us all a great credit to do so. I also don’t think that it’s going to make a jot of difference to what work you recieve as an “I’m not telling” attitude is liable to put more people off using you, or us.
Think about it, how would you react to that?
K.
Re: diy’ers
jeremy wrote:like i said i didnt say i dont give advice but to how deep someones goes is my point !
Hi
A feel for the particular individual by interrogation usually gives you an idea on their aptitude and ability. If I feel any doubt before I give the advice I would refrain from posting it. Its not black and white unfortunately, go with your instinct.Greg
I’d agree with Gegsy, you go with your instinct and what should or should not be told to a customer has been discussed over and over.
K.
Re: diy’ers
To open this debate further… the information posted on the open forums can be… and will be… read by other users without our control. There has to be a level of common sense here.
Bob
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