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Just had a another tongue lashing from a ISE5/2 customer after his encounter with the insurer who is supplying him with a replacement machine due to 5/2 PCB failure. That’s two in as many weeks……. 🙁
He said he wanted a Bosch instead of the low range Hotpoint he was offered and was prepared to pay a difference if necessary. Now the ISE was sold to be better than the likes of Hotpoint so therefore he’s probably not going to accept a Hotpoint easily. Now I know that getting a new machine after 4 years is not bad but I can sort of see his point based on how the ISE was pitched.
The sting in the tail of this is when he rang the insurance yesterday he said the lady on the phone told him “Well, these machines were made by Beko and anyone in the know will tell you they are not very good quality anyway, so what do you expect…etc etc….” 🙁 Worse bit is that he was the one who championed us on the local radio several times….I’ve almost certainly lost a customer here. I’m going to pop round to salvage what I can of my integrity as he is not happy at all. He is a really nice stable customer and I am sooo embarrassed……….
Why should such stupid, irresponsible and completely untrue things be said to customers? Are the insurers trying to destroy our reputation? I don’t think we paid them to do that!
I didn’t sell machines before the ISE because of the backlash against my business if they went wrong. I am aware that these things happen; it’s unfortunate that the PCB supply company went bust but it doesn’t help if the insurance are kicking us as well.
Sorry for the rant but I had to share what’s happening in our name.Steve.
Re: ISE5/2 and vile insurance company
This is the first we’ve really heard anything about it Steve.
There’s been a few of them but we’ve had little feedback on how they went so, no moaning would seem to indicate it went okay for most or all.
What they will likely be doing is replacing on a like-for-like value, not ethics as they can’t really unless they doubled the cost and replaced with a current generation 10, which was never going to happen. And, TBH, it would be unrealistic to expect that by the customer, even although some of them do think that’s what will happen.
The only other option is a partial refund based on the age which, where I’ve seen that happen, usually doesn’t suit the customer either.
We are of course hampered by the insurance that we paid on these machines so we’re kinda stuck with it. But from what I can see, the customer is getting not too bad a deal really, three or four years out a machine then given a brand new one isn’t the worst thing that could happen.
You really can’t win when it goes wrong basically as, regardless of what happens, unless the customer gets more (often way more) than it’s possible to deliver, they are rarely happy teddies IME.
K.
Re: ISE5/2 and vile insurance company
I must admit that this situation does worry me more than a little as I have around 30 of these on my patch.
I find it strange that there no way that the PCB’s can be repaired, have EMW or QER been approached, surely it must be a better option than replacement, especially with a Hotpoint machine. :rolls:
Jim.
Re: ISE5/2 and vile insurance company
Probably.
But where it’s insurance they won’t take the risk as, if it doesn’t work or it fails again almost all repairers would refuse to replace or repair again as a recall or, offer any warranty on the repaired/reconditioned board.
It really depends on how you view the risk.
K.
Re: ISE5/2 and vile insurance company
Think I had better retire ASAP and leave the mess for someone else then. 😈
(joking) 🙂
PS. You get a better warranty from EMW on a refurb than you do on any brand new pcb from most suppliers anyway. 😛
Re: ISE5/2 and vile insurance company
I think it’s the uncertainty TBH given that it isn’t a “new” part.
You hear the same thing when you mention using used spares or even spares off returned machines from engineers. Some are fine with it, other’s are not.
I guess it’s the same thing on a different level.
K.
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