engineers report

[simonb]

hi all

i’v been asked by one of my cust. to supply an engineers report to the cataloge company that supplied her indesit wd. just out of guarantee with bearing failure question is what should it contain? defective part info. with opinions? ie. indisits are rubblish and this happens a lot so give her the money back please!?

any help will be appreciated

simon

[kwatt]

Hi Simon,

We get this all the time, in fact I sometimes spend half my day writing out reports which is, in effect, transferring the engineers scrawl to something that is legible and makes sense. 😉

Don’t comment on the appliance, it’s not our place to do so in such circumstances. Just plainly detail the fault, the reason it failed if there is one evident (like customer misuse) and the cost to put it right. Other than that you shouldn’t need to have anything other than the obvious details and maybe the spec of the machine in some cases.

It’s fine to say something like “in our opinion we would consider the appliance to be beyond econommical repair” but don’t get emotive or slag of the product, even if you know it’s junk. 😉

That’ll keep out of trouble, should eliminate any liablity and save you saying something that may come back to haunt you later, been there, done that, got the t-shirt. 🙄

K.

[shane]

kwatt wrote:Hi Simon,

We get this all the time, in fact I sometimes spend half my day writing out reports which is, in effect, transferring the engineers scrawl to something that is legible and makes sense. 😉

Don’t comment on the appliance, it’s not our place to do so in such circumstances. Just plainly detail the fault, the reason it failed if there is one evident (like customer misuse) and the cost to put it right. Other than that you shouldn’t need to have anything other than the obvious details and maybe the spec of the machine in some cases.

It’s fine to say something like “in our opinion we would consider the appliance to be beyond econommical repair” but don’t get emotive or slag of the product, even if you know it’s junk. 😉

K.

I assume you also make a charge for a report, we do. We ask the customer to send a cheque first, before we produce a report and the customer can get a refund from whoever requested the report.
We fail to see why we should work for nothing !

Shane.

[kwatt]

It has been a bone of contention with me in the past, particularly with BER’s that we are expected to produce more paperwork and spend more time, incurr more costs by the use of the fax for less returns on contract work reports. Some insurers are especially bad for this, including the old “oh, we never recieved that report” nonsense.

I now also, due to the very nature of the control systems in modern appliances, state that we cannot determine any further faults on the appliance as very often, especially in the case of a duff PCB, you can’t test it to see if there is any further fault or reason for the PCB failing until it is replaced.

K.

[Author]

Posts