Guaranteed Repairs

[goosegreen]

Re: Guaranteed Repairs

Is a part replaced under the initial guarantee backed up by a following 1 year on the replacement? When I worked for Creda even the top management did not know the answer to this one , So they always gave in to persistent customers. Could be a bit of a gray area.

Goose

[andy2]

Re: Guaranteed Repairs

The customer has only paid for one part for one year (if thats your period of warranty), thats it! To extend the guarantee beyond this is crazy business practice from any point of view. Where does it end if the parts keep going faulty.

You guys are too soft. I have been doing this job for almost 25 years and i have not paid a penny for advertising at all for the last 20 years (i have been given free ones). Almost every week i accquire new customers from recomendations. I have always given the same warranty as the supplier and as far as i know have never lost a customer because of this. People just accept that’s how it is.

Be nice to your customers and treat them fairly but don’t screw yourselves in the process, thats my advice.

Andy 😀

[goosegreen]

Re: Guaranteed Repairs

At the end of the day, What did this cost me? Part cost 4.99+ vat, I arrived at the job at 4pm fitted element and was home by 4.25 can you buy that much goodwill! My patch has many very large extended familys do a good job at a reasonabl price for one of them and you will never be short of work

Goose

[Martin]

Re: Guaranteed Repairs

goosegreen wrote: can you buy that much goodwill

No you can’t Goose and well for you my friend, if you are happy then we all are mate. (I will guarantee that! 😉 )

[andy_art_trigg]

Re: Guaranteed Repairs

I think he was right to do the repair under guarantee as a goodwill gesture. An alternative would be as Martin mentioned, to offer to do it cheaper, maybe for half labour and free part. I personally would have at least covered the cost of the part, possibly charged £10. It’s a personal decision based on the customer, the customer’s attitude and your own feelings. To give a further 12 months guarantee on this repair though is certainly extremely generous. I don’t think it’s fair to criticise repairers for being very generous with their customers. There are way too many rip off merchants and someone’s got to try and shift the balance 😉

[goosegreen]

Re: Guaranteed Repairs

Martin was that 12 months guarantee 😆 😆

[Martin]

Re: Guaranteed Repairs

goosegreen wrote:Martin was that 12 months guarantee 😆 😆

Nice one :rotl:

[Phidom]

Re: Guaranteed Repairs

As I said before, I give a 3 month guarantee on repairs and rerely have to go back to jobs but I once did have a fan oven element fail within the 3 months. I was willing to do the repair free of charge but the customer insisted on paying me something. I suppose the worst thing I’ve had in terms of guarantee claims was that batch of yellow Hotpoint brushes. I dare say most of us suffered in this way, not just the cost of replacement brushes and extra visits to fit same but tarnished reputations for doing short lived repairs. 👿

[andy2]

Re: Guaranteed Repairs

andy_art_trigg wrote:To give a further 12 months guarantee on this repair though is certainly extremely generous. I don’t think it’s fair to criticise repairers for being very generous with their customers. There are way too many rip off merchants and someone’s got to try and shift the balance 😉

Andy I am not criticising Goose in any way, like you say it is a very generous gesture and i do appreciate that. Whether customers do is another matter.

I still think that you are a pack of softies though but what the hell, the world would be a better place if their were more people like that would’nt it?

Andy 😀

[Penguin45]

Re: Guaranteed Repairs

It’s all a question of degree……..

I charge £40 for the hour. It costs me about £23 to ring the customers door bell – that’s the bit we forget. I am not prepared to run my business at a loss if there is any way to avoid it. This is part of the reason for putting a mark up on parts…… That £12 fan oven element that you fitted at £27 plus labour……. So if I charge the hour with a “free” part, I’m still (just) ahead of the game.

As for all the property work that actually maintains this business – no mercy at all! 😀

Chris.

[Author]

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