Hotpoint Service

[Allsorts]

Re: Hotpoint Service

My initial comment was not related to later posts but to the delay at getting an engineer to return to the machine for the fee that is charged by a large company such as Hotpoint.
Any comments pointed at the engineer were not pointed at the engineers skill, but more at the QOS / aftercare that the customer was given by him. Having said that, I am not privi to the restrictions that are put upon manufacturer employed personnel.

I still stand by the fact that the customer should complain to Hotpoint to have a refund of the fee paid. If the engineer had returned the same day or even within 3 days to rectify the fault then I would be saying otherwise.
Is that down to Hotpoint or to the engineer in question? I don’t know.

If I had been faced with the same instance, and believe me I have been once or twice (we all miss things from time to time), I would have made a point of returning the same day or the next day.

[franz]

Re: Hotpoint Service

Customer was on a parts and labour contract according to original post so she would not have paid engineer for the repair.
Franz

[allan73]

Re: Hotpoint Service

Just out of interest, does a Hotpoint parts & labour contract cover coins in the pump ?

Allan

[lee8]

Re: Hotpoint Service

Allsorts wrote:I have to disagree.. What are you saying here, that the customer changed the brushes to place the blame on the engineer?… I don’t think so. As AlanJ said.. The brushes were gone. That doesn’t happen overnight.

It can happen from one wash to another.

Also brand engineers are measured on performance, he may well have noticed the “Spark Noise” but either wasn’t furnished with time to do the call or no part on the van, which would turn a completed call into a part order which means his performance is reduced.

This type of measuring is more informative as to the ability/inability of the company, not the engineer.

Its not a perfect situation, ideally he would not have 10 calls to do in 8 hours, wouldn’t be measured by flow charts and percentages and all clients would understand everything in life is not someones fault.

If I had a pound for every voice call I’ve listened to due to clients complaining they said something in a conversation with customer service, only to find they didn’t say it, I would be a happy bunny in the Maldives now.

The very fact the client asked the guy to “Test” the appliance and he “Refused” indicates to me the client is lying and anybody doing Brand work would pick that up, as client never ever ask an engineer to Test the appliance in that manner.

Another point to add is that there are a hell of a lot of appliances out there and each engineer is monitored for productivity, more so since there now exists contractors, so an area with too many employed engineers verses call loading can mean engineers are no longer required, its a fine balance especially when a busy area can suddenly dry up and again thanks to the JTM’S etc this can mean life is hard, so its better usually to keep engineers to a minimum and clients waiting to ensure enough guys stay employed to cover the work and deemands of the sales dealer network.

[Author]

Posts