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I know we have discussed it in brief before, but once again I find myself with an axe to grind. As most of you are aware, for my sins, I still carry out work for GBDAR on (in this case) Servis products. At our last meeting at Sibson, I had a chat with Michael Fitgerald about their BER’ing appliances and then giving out Comet vouchers which effectively take further work away from us. I further explained that in many cases we would be able to supply a new machine for less than they end up paying Comet.
Yesterday, I contact D&G with an estimate for £295 for repairs to a two year old Servis. As expected it was scrapped, but as discussed with Michael, I stated that we could supply a new Gorenje for £255 with two years parts and labour and an attached D&G service contract application. Needless to say this was declined. Later I had a chat with Michael who was going to look at it.
I am told that the party line is that (although I have not found this to be the case) in the first instance the customer is offered an exchange of machine from the same manufacturer of their original, secondly they are offered any other machine if the customer doesnt want same manufacturer (with a cash adjustment either way) and finally if all else fails a Comet voucher.
It seems the Indies don’t fit in the plan – What have the rest of you found in you dealingsRe: Domestic & General
What you have to understand Ian is that D&G need the permission of the manufacturer/retailer to put their literature for their extended waranties inside the machines.
To get this permission it means that they are contractually obliged to use the manufacturers concerned to replace any BER appliances, plus use the same manufacturers own service where ever practically possible. Even though they are fully aware from their own data records that independent service providers like you and me give a far better level of service.
Most of the major retailers then also insist on being second tier where there is any leeway, as they would insist that they get second bite at the cherry for either replacement of the appliance or service if, they provde it that is.
The manufacturers and major retailers have this power as they dictate what goes inside ther machine at point of sale.
Even though the independent side of the trade give consistantly beter levels of service we will always be at the bottom of the food chain unless we can supply the public with our own quality products and start to dictate terms ourselves.
This is precisely what ISE Appliances are all about and what we are trying to achive via the new machine coming out shortly.To give first bite of that cherry to the best and most efficient service providers in the land , namley the ‘Independents’.
Thats why they even named the machine ‘ISE’
(IDEPENDENT SERVICE ENGINEERING)How much determination and faith can any firm show, other than to name their product after the best in the land.
Sean
Re: Domestic & General
The BER limit is too low at £125 yet D&G claim the machines of today do not justify a larger ceiling. Point taken.
The Comet thing is out of order in one respect as far as I’m concerned. No matter what make machine, Comet do their own repairs. This means you could write off a machine that, (and if the replacment is of a make that you are contracted to repair) you won’t see that customer again as Comet have exclusivity on repairs.
With the BER @ such a low figure, and spares getting out of reach, the levels of write off is steadily increasing, and customer database as far as I’m concerned, dimishing. I had quite a passionate debate on this with Michael Fitzgerald, but fell on Deaf ears. I supose it may be better they used Comet as Currys would insist on banging out C/plan.
Alex
Re: Domestic & General
Nice Ise plug Del but the point is missed. D&G is saying that in the first instance the customer is offered a replacement of the same make. Fine at this point, we would continue to carry out repairs on the new product. However, the reality is that usually the customer is dissatisfied with the original brand so moves sideways to another brand. This takes away the job from both the manufacturers service network and their own independent service companies. At this point D&Gs obligation to the original manufacturer is ended. They could offer the indie a chance to supply an appliance – lets say the ISE for future reference – which not only keeps the indie in the loop but also give them (D&G) another shot at the new service contract. But no they deal with Comet – the likelyhood is that the customer will not take out another service contract – remember there is built in depreciation with the D&G policy. I just can’t see what D&G are playing at – (it seems that Alex had the same type of conversation as we had last week.) all we are receiving from them is multi visit calls on rubbish appliances together with no support for their own network. Now an interesting query – if we drop D&G but sell ISE machines – where does our ISE work go?
Re: Domestic & General
The ISE work stays with the ISE authorised service agent who sold the appliance. As the appliance comes with 5 year free parts and one years free labour.
After the first year the customer continues to recive an additional 4 year free parts but only if they use the Authorised ISE service agent who then charges their normal out of waranty service charge and claims the free parts from ISE.If we offer extended warranties for an additional 4 years labour through D&G you can bet your life that it will only be carried out by our own authorised ISE service agents. If the appliance for some strange reason has to be exchanged. Then it would be exchanged for another ISE appliance and the same conditions would apply.
You have to remember that this appliance will not be available to the sheds as they would want huge discounts and that will not happen.
The whole point behind this project is that it is exclusive to the indies.HTH
Sean
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