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Re: ISE5 version 1 backhalf
As you know this is what I ordered to do a quality repair:
Backhalf and bearing assembly.
Drum and shaft assembly.
Tub gasket.
Door seal.
Heater.Now, true, I may be able to get away without the heater but everything else is essential. There is no way I would put an old shaft in new bearings where the old front bearing was virtually non-existent.
The reason I’m changing the door seal is its dried out and would be causing issues in the near future.
I don’t mind how the insurers want to play it. I can change the door seal and the heater on separate occasions if they want?
(I now feel like I’m having to justify myself.)
All I know is this job is consuming to much of my time and effort and thats before I receive the spares.
I will see what the new week brings.
Tim.
Re: ISE5 version 1 backhalf
Hi Tim,
I’m not taking you to task at all, I just have to field the questions that I get asked that’s all and the more I know the better. You most certainly don’t have to justify the bits you ask for as, TBH, I don’t give a stuff so long as the customer is happy and the insurers pay the bill. 😉
I don’t think the parts you need are out of order at all if it’s a bearing collapse.
I just know what they’ll ask me when I go cap in hand asking them to authorise an exchange, I’ll get the 5th Degree and I know it. Been there with others, got that t-shirt.
I am actually trying to help here, not hinder and some of this is a learning curve I’m afraid.
K.
Re: ISE5 version 1 backhalf
New rear tank will be here this week so all parts should be supplied later this week.
K.
Hi Tim,
Sorry I missed the thread over the weekend. It is clearly unacceptable to have to wait another 4 weeks to get the parts to fix the machine therefore my gut reaction was as I have an old 5 still in packaging I would drop that off in the absense of any spares.
However, Ken (who runs the service / parts bit of ISE from Killy) has picked up the thread and it is clear that the four weeks lead time quoted to you is not case. Also we buy insurance on these machines therefore we have to go through the agreed process with Axa prior to agreeing an exchange.
If we can get parts to you in the next couple of days or Axa declare the machine a BER that resolves the issue. In the absense of part or BER then you can have the old machine.
One way or another we will resolve it this week.
Regards
John
In future I’ll limit my responses to the business side of ISE and leave the techical side to the engineers (Sean and Ken)
Re: ISE5 version 1 backhalf
Thanks for response John,
If we can get parts to you in the next couple of days or Axa declare the machine a BER that resolves the issue.
Surely the job should have been put to AXA as soon as it was logged at ISE?
In future I’ll limit my responses to the business side of ISE and leave the techical side to the engineers (Sean and Ken)
I think this is the business side of things isn’t it?
This is not a Technical Issue.I would think you, as Managing Director, would have the authority to swap the machine or not. And the cost implications met by ISE not AXA.
Anyway, I need to communicate with the customer in the next 48 hours. I can’t leave it any longer.
Tim.
Re: ISE5 version 1 backhalf
Hi Tim,
Answers inline.
timdowning wrote:Surely the job should have been put to AXA as soon as it was logged at ISE?
No, that’s not how it works for many insurances.
The job is reported to us and the only time we need to inform AXA is on completion to claim the costs or if it exceeds the authorisation limits. Until that point AXA don’t need, or want, to know.
timdowning wrote:And the cost implications met by ISE not AXA.
That’s the point of us paying tens of thousands of pounds to an insurer, so that they bear the cost irrespective of what happens within ISE. We have already paid out to cover that risk.
We simply cannot afford to pay to underwrite the machines with insurance and then just ignore the fact that it is there to cover failures.
Why should ISE cover the cost if the machine is insured and we’ve already paid to insure that risk?
The general rule of thumb is that the insurer will only authorise an exchange in one of two circumstances, the machine is deemed to be Beyond Economical Repair (BER) which is virtually impossible given the parts prices or, the spares are unavailable. What most insurers will do is to hang off fro as long as possible before declaring that spares are not available, even if that mean a bit of inconvenience to the customer.
K.
Re: ISE5 version 1 backhalf
the only time we need to inform AXA is on completion to claim the costs or if it exceeds the authorisation limits
Perhaps I’m getting confused?
It was mentioned on Johns last post that if ‘AXA declare the machine BER’.
So I assumed someone had priced the job up and ISE were waiting for AXA’s say so.I know why ISE spend on insurance but as John, on Friday, mentioned about an exchange that is why I wrote what I wrote. (This case being an excemption to the rule and ISE covering the costs.)
Re: ISE5 version 1 backhalf
Hi Tim,
BER is a much misused abbreviation. 😉
We almost can’t get an ISE to become truly BER due to the low spares costs. What we tried to do was to get AXA to effectively BER that machine given the spares waiting time but the answer was that they wouldn’t at the moment and asked that we hold off for the moment to await spares.
The job doesn’t exceed the authority limit so no authorisation was needed.
In any event it’s a moot point now as the spares are available this week.
We would, in any event, recoup the costs from AXA as, frankly, we’ve paid for cover to meet those costs.
K.
Re: ISE5 version 1 backhalf
I keep a good recon hotpoint in the workshop for times like this. Swap it out and keep customer happy.
Regards,
Mike.Re: ISE5 version 1 backhalf
I have a CI555W (returned from an idiot customer) which does stalwart service as a loan machine when there are delays in supply.
Could have sold the damn thing 4 times now…….. 😀
Chris.
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