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Re: ISE5 Broken down for weeks and no one seems to care?????
sorry 😳
I also hope that mumof6’s machine will be fixed as soon as possible now that the part has been sent out.
It was a shame that the original replacement part was faulty :rolls: . Also come to think of it, isnt it mainly the responsibility of the local engineer concerned in repairing mumof6’s ise5 to keep her informed of the situation on parts/repairs. I thought that was the point of the why ise started using local engineers in the first place. Obviously if there is no success down that avenue, then contact ise directly, who, in my experience anyhow, will then sort the problem as quick as humanly possible. It is part of the whole point of the ise set up, as far as i can see anyhow.
I know there is a chance this could backfire on me and i could find myself in the same position, hopefully not with a 10, but there is no mention of a loan machine in the guarantee, this would only be done on a ‘goodwill’ basis. I would imagine there would have to be an insurance type warranty for a loan machine to be provided every time a repair went on beyond a certain time, i dont know. But i expect there are a lot of rules and regs in providing loaners, nowadays :rolls:
I am sure ken can put me right if i am not correct 😉
regards
quickwash :plug:
Re: ISE5 Broken down for weeks and no one seems to care?????
Hey guys, it may be best just simply to leave it for ISE to resolve and for third parties to neither speculate nor prognosticate the likely outcome of what is potentially an internal matter. Needless to say I’m sure now that ISE are in full communication with mumof6 then their prority is no doubt directed in her direction and the matter doubtless dealt within the fullness. 😀
Re: ISE5 Broken down for weeks and no one seems to care?????
Perhaps ISE will learn lessons from this. As I see it, the main one is to try to keep a comprehensive range of spares for all models at all times. If you want to be better than the likes of Hotpoint and Electrolux you need to go the extra mile.
Re: ISE5 Broken down for weeks and no one seems to care?????
Martin wrote:Hey guys, it may be best just simply to leave it for ISE to resolve and for third parties to neither speculate nor prognosticate the likely outcome of what is potentially an internal matter. Needless to say I’m sure now that ISE are in full communication with mumof6 then their prority is no doubt directed in her direction and the matter doubtless dealt within the fullness. 😀
ISE have only rung me back once and that was ages ago. The usual scenario is that I ring ISE, ISE fobs me off, I think things are moving and then a few weeks later I realise that once again nothing is being done!!! Hence why my initial call was made in October and I am still waiting 3 months later………………!
Re: ISE5 Broken down for weeks and no one seems to care?????
kwatt wrote:So far as I am aware the parts were dispatched today.
K.
That’s interesting but I won’t hold my breath! 👿
Although I daresay others around me are 😆 !Re: ISE5 Broken down for weeks and no one seems to care?????
Phidom wrote:Perhaps ISE will learn lessons from this. As I see it, the main one is to try to keep a comprehensive range of spares for all models at all times. If you want to be better than the likes of Hotpoint and Electrolux you need to go the extra mile.
Yup, we learned.
We only do the Swedish built machines now.
The thing is, that the part that was OOS was a part that we had, according to stock usage, about six months worth on the shelf. Then we get asked for more than that amount in the space of three weeks.
Now, I’m really sorry but, with the best will in the world, you simply cannot account for that or, more importantly, plan for it.
Everyone, everywhere in all areas of this business gets caught short like that in this industry and you guys in the trade should know that as well as anyone.
Like, Indesit valves at the moment. Love nor money won’t get you one. Beko fill valves.
If you want I can go look up more as well from a range of brands. The crux is, things like this happen and it’s beyond anyone’s control sadly and getting parts from halfway round the world cannot be done in a heartbeat.
K.
Re: ISE5 Broken down for weeks and no one seems to care?????
mumof6 wrote:ISE have only rung me back once and that was ages ago. The usual scenario is that I ring ISE, ISE fobs me off, I think things are moving and then a few weeks later I realise that once again nothing is being done!!! Hence why my initial call was made in October and I am still waiting 3 months later………………!
Mo6 I’m not going to get into a debate about it unless you really want me to but, when you say ISE “fobs me off” do you mean that the PM/s on this site that you are using from staff members that are not responded to are “fobbing you off” or that people you’ve spoken to trying to sort the problem the best way they can as quickly as they can is “fobbing you off”?
I have already explained to you, ISE was completely, totally and absolutely unaware of the issue until late November, early December bar the raising of a call in October which we heard nothing back from. Nothing from yourself, nothing from the agent… nadda.
It really is this simple, nobody involved is gifted with psychic abilities. If nobody tells anyone there’s an issue then I’m really, really sorry, but there’s no way we can know about it and even less chance that anyone can actually do something about it.
As soon as this was highlighted something was done as quickly as it was possible to do it.
As I said, parts were dispatched Monday and should have been with the agent yesterday
ISE has done all it can as quickly as it could. Beyond that I really don’t know what to say or what you want done.
K.
Re: ISE5 Broken down for weeks and no one seems to care?????
I can’t help feeling more than a little sorry for Mo6. I understand there’s two sides to every story however.
It seems she contacted the independent ISE repairer (as we’re told to do). They came, but a failure of communication meant nothing happened.
She chased it up (had some difficulties getting through to ISE, explanations for which have been posted but difficulties getting through none the less).
When correctly diagnosed, the part was not available and has had a prolonged wait longer than I think anyone would deem reasonable (I’m sure ISE would not really think reasonable either).
All this time without a machine. I don’t think any loan machine provided to tide her over either by ISE or her independent repairer.
I’m sure ISE are frustrated too, but I feel very sorry for the OP if the story described is similar to the reality she’s had to face.
ISE places great strength in the independent repair network, I assume it is the independent in this case that caused the first huge delay. The second long delay was non-availability of parts. This is at least partly ISE’s responsibility (the availability of spares).
Re: ISE5 Broken down for weeks and no one seems to care?????
ajsdoc wrote:I’m sure ISE are frustrated too
You have no idea just how much!
ajsdoc wrote:ISE places great strength in the independent repair network, I assume it is the independent in this case that caused the first huge delay. The second long delay was non-availability of parts. This is at least partly ISE’s responsibility (the availability of spares).
There was a lag yes, quite how all this came about has been looked at but there were several things that played a part in it. In short though, a couple of things went extraordinarily wrong which, to my knowledge, should be fixed as well as they can be.
The parts thing is fairly straightforward.
The machine that Mo6 has is not a European produced one and the part that was a problem comes from Turkey. The Turkish supplier sent us a batch that we think got water damaged, we can’t be sure but that’s the assumption, in transit which ISE subsequently refused to send out on the strength that they were extremely suspect. To send out what we were fairly certain were faulty or damaged replacement parts just goes against every fibre of what ISE do so, they didn’t.
This to relieve the fact that more stock was used than had pretty much ever been used, in a few weeks for some reason which is inexplicable.
Meanwhile even I got involved in trying to source the same spares from another supplier, regardless of the cost. To no avail, it was more or less unique to us in the UK.
Then you face a 4-6 week “normal” leadtime. This extended by the fact that we started to run into the holiday season.
So, we contacted the insurer some weeks before the holidays to look at this and try to find a solution in the short term, whether that was the authorisation to refund, exchange or to cover the cost of loan machines, whatever…. just a solution.
Under the terms of the agreement and cover they were not obliged to do much of anything and, by industry standards, they insisted that parts had to be waited on and that they would only cover the cost of repair, no more than this. So, little to no options.
All the while hassling the life out of anyone in the chain that would listen and trying to get the stock faster. Ultimately paying about four times the normal shipping to get the parts shipped across as quickly as possible.
To say that nothing was being done would not even be remotely close to the truth, ISE tried everything they could to solve the problem as quickly as they could. All the while I know the staff and MD were waiting on answers, often taking days, to come back from trying to solve it.
To say that ISE are or were frustrated by it is more than a mild understatement. Then to get lambasted for events that are almost completely outside ISE’s control is disheartening but you have to understand that most people really don’t care about all this, all they want is the machine working as it should and, quite rightly so. The requirement for a post-mortem, outside the manufacturer, is incredibly rare and most wouldn’t even dream of a public discussion or explanation of why. I don’t think that’s fair on anyone so, I have explained it as best I can.
Things like this, in this industry at least, do happen on occasion with spare parts although thankfully not very often that it does.
K.
Re: ISE5 Broken down for weeks and no one seems to care?????
I have read this topic with interest… I am finding myself feeling for both parties here.
Unfortunately MO6 had a problem that required a part that was not available at that time in this country… We have all seen this from time to time … I have waited on a bosch part for over two months before now… This can happen to the best of companys no matter how hard they try to correct their indisposition or avoid circumstances that may arise to upset their customers.
Since learning of the problem, ISE have tried their best to rectify the problem for the lady, albeit with hiccups from a repairer that has lacked in consideration for his/her customer.
I am sure that ISE will learn from this experience and so will the independant repairer that caused the delay.
I do agree with the view that the lady should have been loaned a machine in the interim once the two week mark had past.. although this I feel should have been requested of ISE by the independant so therefore once again the repairer was failing in his/her position once more.
ISE and their staff cannot perform magic to the quality of Merlin, neither do they have crystal balls to watch over the independent trade. Unfortunately on this occasion the independant tradesman failed in the service of both ISE and the customer for whatever reason. I doubt it will happen again.
As much as it is very unfortunate for the customer in this instance, it does not seem to me that ISE has been unprofessional in this matter.
ISE is a relatively young company and I feel that the people at ISE are listening and watching. They are willing to go the extra mark to help their customers, but in some circumstances the extra mark needs to be pointed out by the repairer that is invited to attend the machine with the fault… Remember that ISE are not in the position of viewing the machine, but the independant repairer is. If you feel, as a repairer, that there is something that could be done to eliviate a customers situation if the customers situation is becoming abnormal for whatever reason, then you need to raise your concern with ISE before the situation becomes uncomfortable for the customer.
George
Re: ISE5 Broken down for weeks and no one seems to care?????
Still waiting! As another weekend of travelling around using washing machines ‘here there and everywhere’ awaits! 😈
Re: ISE5 Broken down for weeks and no one seems to care?????
mumof6 wrote:Still waiting!
Have you rung the agent to enquire if the part has arrived then?
Re: ISE5 Broken down for weeks and no one seems to care?????
This is not making good reading, long before now someone at ISE should have arranged a loan machine to have been supplied to Mo6.
The presumably local repair agent should have found something for her to use too, either off his own back or by getting on the phone to ISE and kicking up a stink and making a nuisance of himself, he doesn’t look like any form of knight in shining armour either.
It matters not a jot whose fault it is that there is a run on parts, and blaming the insurance company doesn’t wash (no pun) either, the only person suffering here is Mo6, who bought the machine in the knowledge she would have back up, which seems to be somewhat missing imo.
Don’t suppose i’m alone in watching this thread with interest, our own Bosch machine is getting on a bit now and will need replacement in the next couple of years i shouldn’t wonder, ISE10 or Miele with equivalent guarantee are in the running.
Cheaper parts that can’t be obtained are as much use as a chocolate teapot.C’mon chaps sort this out and show us you mean business.
Re: ISE5 Broken down for weeks and no one seems to care?????
I agree entirely about the loan machine. The warranty has failed (delay to repair) and I read this with a heavy heart owning an ISE10. I’d be livid in similar circumstances. The poor woman has no machine! For weeks/months!
I doubt it’s the customer service/warranty that this poor lady thought she’s bought when “buying in” to the ISE concept.
Re: ISE5 Broken down for weeks and no one seems to care?????
Hi guys,
Just to clarify on the possibility of a loan machine service:
No appliance manufacturer offers a “loan machine” service.
No large/national appliance repairer offers a “loan machine” service.
No appliance insurance cover offers a “loan machine” service.
No large/national electrical retailer offers a “loan machine” service.
There are several extremely good reasons for this, especially in today’s litigious society, but the obvious being the massive cost to do it and the high risk of damage.
Many of the repairers and independent retailers do offer such a service but, it is entirely at the retailer’s discretion and cannot be enforced. This is the only time that a loan machine service can or is offered.
I’m sorry, but I had to make the point that, from one of the usual chains and/or most brands out there you would not be offered that sort of service as it is simply not achievable on a national level. Which is why nobody offers the service outside of a local level.
I would also point out (again) that the machine is question is not an ISE10, it is one of the lower range machines which have been discontinued.
We have looked at it and, in some cases ISE have managed to offer such a service but it is limited dependent on geography and other factors. But there are limitations on what can be done. Several of the ISE dealers also do offer such a service as well but, it is not universal.
In addition, the fulfilment on ISE spares is in the order of 98{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} or so of spares within 48 hours. Higher on the European produced ISE10 machines.
So, this is very much the exception, not the rule.
Lew, I wasn’t blaming anyone at all. I simply pointed out the circumstances that led to this thread and what actually happened. I don’t subscribe to the “someone must be at fault and get sacked or punished” culture that we appear to be living in these days. The fact is, people make genuine mistakes, accidents happen, things don’t go as planned, events conspire to make things worse than they normally are and, with the best will in the world, it can happen to anyone. The best ISE or anyone else can do is as much as possible to resolve the issue which I think they have done here.
HTH
K.
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