- This topic has 283 replies, 27 voices, and was last updated 16 years ago by
.
-
Posts
-
Re: ISE Insurance backed Warranty?
Sure Jaunty, contact the broker, full details are here:
http://www.cssolutionslimited.com/
Since they are FSA governed they should be able to explain all the financial stuff better than anyone else.
K.
Re: ISE Insurance backed Warranty?
I don’t have one of the insurance backed warranty machines but I am sure having the broker details will be appreciated by people who do, cheers.
Quickwash in all the circumstances I think it has been very reasoned comments by posters overall.
Re: ISE Insurance backed Warranty?
Quickwash,
I’m uncertain if the direction about “rude” comments may be directed at any of my posts. If so, I’ve been very careful not to be and refute that.
As I say there is a growing feeling that any questioning around this subject of warranty is deemed as vexatious and “rude” by those involved.
If to ask about the warranty terms of a machine called ISE10 where the “10” stands for 10 year guarantee and has been a large part of the marketing and selling then something is wrong.
The direction to the insurance broker given above seems abrupt and I honestly feel is the wrong way to go about things. People want peace of mind about the large purchase they made, unfortunately “it’s all OK, don’t you guys worry about it” seems to be less convincing and people are questioning the terms of the warranty. This is prompted by real or perceived lack of confidence in the warranty by ISE, reflected by the move to a new system of providing cover.
Is this really so bad and are we (am, I) so outrageous in our wish to clarify the warranty??
It’s almost as if questioning of ISE is somehow against the grain and to be frowned upon. I honestly don’t get it. I’m not a difficult, vexatious man or one prone to complaining. I’ve complimented the machine and in particular the agent who supplied me on this forum.
Be careful not to turn the honest enquiries of decent people into something they are not. It’s really not the way to do things. Directing people to “find out for yourself” regarding the warranty is wrong in my opinion, but I’m happy to do it if that’s the direction ISE feel most appropriate. People will make their own judgements regarding this tack, and one thing ISE has to be congratulated for allowing free discussion on a forum such as this. That said, there is clearly a feeling the original ISE10 warranty needs firming up and I disagree that people should chase around doing it themselves.
It seems, though, we’ll have to agree to differ on that.
Andy.
Re: ISE Insurance backed Warranty?
Hi Andy,
My point that I’ve been making is that what is being asked for (individual policies) is not provided for by the insurer. ISE therefore cannot provide a document that is not available or provided by the insurer or broker.
I think we’ve covered that pretty well several times.
The logical thing to therefore do is to direct anyone that wants to pursue that further and seek further clarity from the horse’s mouth as it were as they will not supply this documentation to ISE. We have confirmation of cover from the insurer and we have a policy reference for each machine covered should we ever have to lodge a claim, ISE do not require anything more.
People keep going on in this thread about questioning ISE etc. and how bad it is or seems to be or whatever but, for the life of me, I cannot see any enquiry that hasn’t been answered here, often quite comprehensively.
It would have been easy enough to just ignore the thread. Nobody did. People asked questions, they have been answered as best we can provide answers in as polite a manner as possible.
I would also point out that at no point has anyone from ISE or UKW stated that asking any questions is rude or impolite in any way whatsoever. I don’t understand where you have gotten that from and it’s simply untrue to insinuate or state that anyone from either company has done so at any point. I am actually quite offended that anyone would think that as it simply is not the case.
If you have any other specific questions I’ll do my best to answer those as well.
HTH
K.
Re: ISE Insurance backed Warranty?
kwatt,
You’re right, I rose a little against Quickwash’s comments that some replies have been rude as I don’t see them that way on reading.
I suppose I have a feeling that what I see is a reasonable worry about not having much actual proof of warranty in my hands is not seen as really an issue by ISE. It may be I’m too cautious/untrusting and I’m happy for other ISE owners to say “pipe down, none of the rest of us are bothered!”
But, if I had one question that I’d be keen for an answer about it is this:
“If ISE goes bust next year, who provides my warranty, who would I contact for service and what would the terms and conditions of that warranty be in that situation?” I know it’s incredibly unlikely to happen, but let’s suppose it does.
Again, apologies for any offence.
Andy
Re: ISE Insurance backed Warranty?
Quickwash, I also find myself looking back on my own post’s and see anything Rude, maybe frustrated and disappointed.
but this is a genuine question asked by all.
Are the previous owners covered by an insurance policy at what are their terms.
And what are the new products covered by, it seems only ISE at present!
No escrow fund at the moment! will there ever be?I myself have felt pressured and why are you questioning this and just get a refund if you’re not happy, that’s also not on in my book, why should it be my problem, and why should I and others on here not get what they thought they paid to receive. (reassurance)
sorry but you cannot call a 3 month knowledge of this not an error but a major error in fact, as this is a major shift of ISE’s ethos from “we are different to the other companies due to our insurance backed warranties to well we are like the others at present” well until this so called escrow is set up?
Sorry but for this to be dropped on us all in this way is not on, and even after calling yesterday and speaking to Dave @ ISE was meant to get back to me about the insurance, and asking on here for a formal channel, and nothing no call’s or anything.
I decided to call Consumer Direct before they closed, and spoke to a lovely Lady, who advised me of what I should do next, which I will be following up tomorrow with ISE, but she was greatly concerned over the Insurance policy confusion on new and old sales, and has referred this to ISE’s local Trading Standards for clarification.
So hopefully we will all get the answers we are looking to get.
Re: ISE Insurance backed Warranty?
Sorry I have come in late on this but I have been to south London and back today only to see that previous posters have pre-empted what I am about to say.
1. We cannot just buy a policy to cover the 1607. We had a negotiated contact to insure all ISE branded machines at preset rates. When we were bringing in a mixture of machines with domestic carcasses under 2 and 5 year cover, plus a 10 year guaranteed machine with a commercial carcass the deal made sense for both sides. We lost heavily on the 10s but gained on the domestic machines as the insurance shielded us for heavy uses who wore out components much quicker than the industry averages under which the policy’s premiums were based. When we elected to cease selling anything which does not have a commercial carcass we would have been insane to pay premiums which are massively in excess of the repair liability which we can calculate from the service history. So notice was served to the insurer all existing models sold, insured and discontinued before the end of September.2. 1607s do have 10 year cover but this is funded via us paying what were the insurance premiums into a secure trust fund. From the service history we know this will build up a health surplus in 2011 and then after a formal audit our rate of payment for subsequent years will be set. It also means that we do not have to burden our cash flow waiting for claims to be paid months after we have bought the parts and paid the engineer. Nor do we have find additional money for claims which the public would expect us to cover but the insurer will not.
3. I accept the communication of the change has been a problem. We briefed trade and our commercial clients in the late summer early autumn. The new website which should have gone live three weeks ago has been delayed, but will finally be up on Monday. We thought all references to the guarantees been underwritten had been removed and as this thread has highlighted ones we missed they have been immediately removed. All models in the sales literature have been delisted for over one month before we introduced the new lines which are covered by provision.
Actions
Any customer who has concerns their machine in not insured may contact the ISE office and will be sent them insurer’s reference number they send us to confirm the cover on all the machines we send them on our monthly sales declaration.
Any customer who has bought a 1607 and feels they have been mislead, may have a full refund and we will collect the machine. However, the 10 year guarantee stands, provision is being made and will be honoured.
As a previous poster has stated no other manufacturer is this open about how the guarantees are funded and just because our competitors are well known brands does not mean they are safe. Recently Servis UK went out of business defaulted on their guarantees while their parent company were bailed out by the Italian government and carried on. At least we know our liability is covered.Re: ISE Insurance backed Warranty?
hi all,
I did say that rude was not the right word to use really, it was however the asking of the same question that had already been answered that i thought was strongly persistent rather than rude. I did not mean to upset anyone just to point out that ise is the only company that i have come across that is prepared to answer freely and truthfully, whether good or bad, any questions that have been put to them whether on here or on the telephone.
I had actually thought of editing the rude bit out but was called to go and help my neighbour so did not get the chance. Have only just returned to read the posts. I should have known that ken would come back with the post that he did, which actually goes to show, come to think of it, what a genuine lot they are by disagreeing with me who was ‘sticking up’ for them! So maybe my post did some good in that respect. Unfortunately i was the one who came across as rude and am 😳 about that!
I do agree that some sort of note should have been put somewhere, even on here say, that mentioned the fact that axa were not longer involved in the warranties, but i feel this was an oversight rather than a deliberate act of deceit. Personally i am happy but others arent, that is obviously their right to be so, but i found the offer of money back and the picking up of the machine quite fair.
Anyhow looking forward to the arrival of my new machine, cant wait to see it in the flesh so to speak. :bounce:
quickwash :plug:
Re: ISE Insurance backed Warranty?
Kwatt said “We have confirmation of cover from the insurer and we have a policy reference for each machine covered should we ever have to lodge a claim”. Great, pass that information on to the people who have the machine and you have closed that can of worms on the old ISE10s. Easy. derbyhoppy has said similar since, and that deals with that if done as stated (derbyhoppy for the benefit of the thread can you disclose your connection with ISE/UKW? Thanks).
Ken no one suggested you were rude, that was a response to quickwash who has also agreed it may not have been best phrased. Peace and love all round.
I still want to buy my 1607 from/via Rons Repairs. (Not to confuse the issue but Ron said I would need to buy it from UKW and just pay him the install/delivery?) I’d just love to know a bit more about the self funded repair pot and who will administer it if the worst was to happen. As an early adopter it would also help to know that an amount to kick off the fund at day one was deposited eg even say £5000 would mean 20 x £125 call outs would be covered with £2500 left for the administrator.
Re: ISE Insurance backed Warranty?
derbyhoppy wrote:Dear Sir,
As MD of ISE I will pick this one up.
John Hopwood – MD ISE Ltd
As quoted friom post #2 of this threadRe: ISE Insurance backed Warranty?
hi jaunty,
I purchased my machine from my local supplier whom was paid directly, not ukw, the machine was sent to them by ise and then the local chap will be delivering, installing and removing my old machine. 😀
quickwash :plug:
Re: ISE Insurance backed Warranty?
Thanks for the above replies, I shall email and request my insurance number. As for terms – it looks as though I assume the terms of the warranty continue to be full mecahnical/electrical cover (obviously excluding user idiocy).
Just so my question doesn’t get lost, and I honestly don’t mean this to be persistent or rude but think the question is valid but not yet fully answered:
“If ISE goes bust next year, who provides my warranty, who would I contact for service and what would the terms and conditions of that warranty be in that situation?”
It would give me great reassurance to know the answer. I’m interested whether the full warranty ISE offers (and takes the hit it would seem when AXA don’t always pay out) would be the same in the event of ISE ceasing to trade.
Re: ISE Insurance backed Warranty?
Many thanks derbyhoppy
you have restored some of my faith in ISE.I want to keep my 1607W but would like the following if you can help organise this.
A new Guarantee Certificate, including details of said trust fund (account numbers) and who runs the fund? and my serial number also has a claim over this in the event of warranty claim.
A telephone number on which we would call if the un-thinkable did happen to ISE
this could also be a way we could verify this system also.I think this would stop any more issues around warranty, and you could keep the ethos of a separate to your company warranty trust fund!
Also on my current certificate it is a bit confusing on the back states
“1. This guarantee covers the cost associated with the mechanical or electrical breakdowns which occur through normal use of the appliance”But then go on to say
“10. The ten year parts guarantee covers the failure of components listed below-:”
lots of parts listed, cannot see drum, belts, bearings, shock absorbers mentioned etc.The two seem to contradict each other, if this is truly an inclusive warranty, why is there an need for part 10, and a few major parts seem missing?
Many thanks.Re: ISE Insurance backed Warranty?
ajsdoc wrote:“If ISE goes bust next year, who provides my warranty, who would I contact for service and what would the terms and conditions of that warranty be in that situation?”
As the parent company, UK Whitegoods Limited would become the scheme administrator automatically and assume all responsibility.
K.
Re: ISE Insurance backed Warranty?
kwatt wrote:
ajsdoc wrote:
“If ISE goes bust next year, who provides my warranty, who would I contact for service and what would the terms and conditions of that warranty be in that situation?”As the parent company, UK Whitegoods Limited would become the scheme administrator automatically and assume all responsibility.
K.
Let us assume the parent goes bust taking the subsidiary with it. It may not be set up yet, but I thought the intention was to have these funds ring fenced and the responsibility of an independent third party?
- You must be logged in to reply to this topic.