- This topic has 23 replies, 6 voices, and was last updated 17 years, 1 month ago by
.
-
Posts
-
Went to an ISE10 dryer this week with a fault.
Due to ‘multi-user’ I couldn’t gather what the fault was over the phone.
When I got there the cook in the Nurserys kitchen said the dryer wasn’t drying as well as it was. (That took 10 minutes to get that info.)
Took cover off front fan and found it fluffed up.
The question…
Is it expected that the customer should take this cover off or is it something I should do and claim back from ISE????
Re: ISE10…covered by guarantee?
Tough call Tim. 😕
Basically, by the letter of the law ISE shouldn’t pick up the tab especially in a multi user situation as there’s no control over who’s using it and if the machine is being used correctly.
We accept it once from most domestic customers as we know what a royal pain it can be to talk to some of them. But, you have to realise that we do look at it as we pick up the tab there, the insurers just reject user generated faults out of hand.
What we’d much rather you did was invoice the customer if it’s total stupidity on their part for several reasons, the most obvious being that they won’t make the same mistake again. But, as I said, having been there myself I don’t want you to have to fight your customer over it as I know how difficult and awkward that can be.
That works pretty well as a loose, flexible system for domestic customers and, to be honest, most of you guys are brilliant with it and don’t take the proverbial. Those that do, well… 😉
But when it’s commercial use you’ll never be done unless they get taught the lesson painfully. Apart from which you set a precedent with them that anything is covered which just makes the argument harder still further down the road.
So, I’d charge for it.
I hope that answers the question.
K.
Re: ISE10…covered by guarantee?
This is a blockage caused by a build up of fluff over the 10 months or so that they have had the dryer.
Its not due to neglect or abuse.
The cover has two torx screws on it and three clips. This could be a difficult one to argue.
What do you think?
Re: ISE10…covered by guarantee?
😕
I hate my job, have I said that recently? 😆
Gimme a ring tomorrow with the details Tim and I’ll sort it out for you… somehow.
K.
Re: ISE10…covered by guarantee?
The post wasn’t for me to gain financially from ISE. 😉
I’ve done the job at no cost to the customer.
But I don’t fancy going back every 10 months for no money.
When you sell a machine with a 3 year guarantee its necessary to know whats covered and whats not.
The customer will be unaware of any exclusions unless stated on the certificate or instructions.
When you looked at the guarantee side of things did you think the cover would be removed by the customer?
Thanks.
Re: ISE10…covered by guarantee?
No, I know that Tim. 🙂
It’s really, really hard to call some of these as you can see yourself.
There are exclusions on the warranty certificate but, given the stars you’ve encountered already there, I pretty much get that I doubt they could find it let alone bother to read it. I don’t have a copy to hand but I’m pretty sure it excludes blockages specifically, not 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} on it though without checking.
Thing is, what’s on the paper doesn’t always translate to happy (or acceptable) outcome that everyone can live with.
K.
Re: ISE10…covered by guarantee?
I’ve had same problem with fluff on fan and noticed the inner door seal was missing which lets air by-pass the filter alltogether and block the fan. It’s most likely got tugged off when loading and unloading.
Nige
Re: ISE10…covered by guarantee?
I’ve just fit a new door seal to one.
Hair-dressers! Drying towels all day, everyday. Customer complained that the fluff wasn’t collecting in the filter, amd then the m/c was drying very slow.
The seal wasn’t missing, it was just looking a little haggard. The fan and sensor were completely blocked.
The customer is friend, and they’re going to let me know how the new seal affects it.
Ps. The m/c was the very first ISE10 CTD
Re: ISE10…covered by guarantee?
Goatboy wrote:…they’re going to let me know how the new seal affects it.
2 weeks later, and apparently the fluff is still by-passing the filter, hence F02, and I’ll be clearing out the fan again 😕
I’ll probably be looking at this tomorrow. Does anybody have any ideas, beside getting Shaun to send me an entire door 😆
Re: ISE10…covered by guarantee?
As has been discovered in hotels and the likes…
If they use the dryer solely for towelling and other mega-fluff producing items then there’s bog all you can do bar clean it out every now and then. Depends on the amounts of use and the materials used how quickly it will block up as well as how often they remember to clean the damn filter.
In commercial use, it’s chargeable, that’s the good news on most of them as that’s all that can cause it really.
K.
Re: ISE10…covered by guarantee?
the mesh on the filter is very fine and can be completely blocked even when apparently clean. Hold it up to the light and you will see how blocked they get. A wash under the tap is usually the best method. I have never come across this fluff on fan fault though…. and that filter and door arrangement has been adround for years AFAIK un alterered.
Re: ISE10…covered by guarantee?
kwatt wrote:If they use the dryer solely for towelling…
Aye. Towels! All day, every day 🙁
Re: ISE10…covered by guarantee?
Went to it yesterday afternoon, and as usual, the filter is clean, and the fluff is gathering under the door and in the fan housing 🙁
I can’t see anything wrong with the door assy, but there must be a reason why the filter is being by-passed?
- You must be logged in to reply to this topic.