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just before christmas, a 6mth old creda spin dryer failed.
indesit engineer went out to it. wrote it off for motor failure and uneconomical repair. told customer to contact retailer (us) to arrange exchange.
customer was told indesit would phone them with uplift.
we asked for uplift no. when switching s/d, and was told they hadnt rung yet. so we said no worries, wed call them and sort it out, swapped spin dryer over and run them about 3 weeks later.
then it gets fishy…
call out was found via postcode, and report stated machine was fixed in house, blockage…
i said somethings wrong as cust were told it was an exchange due to motor failure, which we duly did, girl at indesit that cant be right. must be a mistake. i then asked for the uplift no for the s/d we had here, and she wanted the serial, gave it to her, and she said it didnt match the serial the engineer put down on the report-both were 2009 date prefix serials, but the rest of it was different, i said something sus is up, can you inspect the engineers work, and she said no, the customer is having you on. this i could believe, had the customer not been a lifelong customer, AND NEIGHBOUR weve known for last decade!!!so where do i go from here?
Re: help! dealing with a possible rogue merloni engineer…
Simple.
The customer has stated Motor failure. Turn the appliance on and see if it works.If the machine does’nt work the customer would have been given a copy of the job sheet if this states BER then it’s BER.
On the other hand if the machine works, then…
Bryan
Re: help! dealing with a possible rogue merloni engineer…
at indesit nothing is written off or ber, the engineer has probably cleared it as a completed call and told your customer that the retailer will exchange i when i was at merloni we were told nothing gets exchanged and nothing is ber. i have repaired a pile of s*** indesit machine where i was told to replace inner/outer tank, bearing backplate, heater, dispenser,pump, door and the cabinet. all i was left was a wiring harness. the engineers have to phone `field support` to try to get exchanges but 99.9 times out of 100 it gets rejected
Re: help! dealing with a possible rogue merloni engineer…
hmm, up until recently we had a friendly merloni engineer who has since left and joined a multiples team. weve known him for ages, and when we booked a job for him from our cust we would always give him the lowdown with what we already knew about the customer and what we could offer regarding exchanging/uplifting, in some cases we had to plead to him to repair, like when we had DART stock go wrong after their demise, and no one to send it back it was like PLEAAAAAASE fix it at all cost, we cant send it back if you BER it!!!
But yeh, to bryan, we booked the callout for this job, as we tend to be first port of call for customer issues, and encourage a close relationship with them. so its not like cust was after a refund, why exchange a working spinner, only 6 months in? surely if you were gonna fraudulantly exchange you would do so 10, or 11 months (or even 11mths/25 days in! like we had one cust do! >:| )
But yeh, still doesnt explain the serial on the exchanged unit differing to that of the one the engineer had put on his jobsheet of the spinner he had seen, that was then submitted for his report to merloni, does it.
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