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Re: Questions
Please note Martin that you may well leave a “info sheet” on the washer, which later brings the customer to the website. At some point the customer may buy direct from the site with or without install.
Therefore, you must ensure you advise the customer of your agents number so that;1) we credit you for the sale £80.00 inc
2) we direct future service requests to you
3) we know whether to send you the install or divert it.Where we supply an appliance direct to a customers enquiry we will check that the customer has not had an authorised members visit, recently or is indeed responding to an agents “point of sale” info.
Agent numbers will be issued to you as and when you complete the training on the appliance. Bear with us on that as we are not quite at that stage just now.
Kevin
Re: Questions
Just a quick query – this area has a couple of crap Currys and a lousy Comet superstore in operation. As a result customers are not too well disposed in taking up the service contract. I can sell the product but the out of warranty cover may be a problem. Is it fair to assume that irrespective of age the appliance is covered by a five year parts cover and if the customer wants no extended cover this will be honoured as long as a registered repairer fits the parts?
Re: Questions
In terms of market postioning what level is it designed to be levelled at in terms of realibilty? ie between say indeshite and bosch, bosch and miele ?
Having a 400ukp price tag is one thing but my concerns are relaibility in what i sell to my customers, i realise atm there is no data to go on and even then its a case of until its out there and being abused the true picture wont be told.
Re: Questions
Ian, yes. As long as the product is registered at the time of purchase with the serial number etc, the 5yr parts guarantee still stands, irrespective of whether the customer chooses the labour cover. The parts will be sent to you, the repairer on a free of charge basis so there is no claim back nonsense invloved for the spares 🙂
Jeremy, we will be running 24/7 tests on them to gain the info, this should go someway to help with any van stock etc. We’ve tried to eliminate many of the “nuisance” faults like door hinges, handles, chaffing leads etc, the drum bearings are pretty large as well 😉
More on this when we have it 🙂
Dave.
Re: Questions
I think the weakest point that we can advise you on at the moment, is that it has the typical Askol/plaset pump.
As we all know these go noisy, work when cold, not hot, don’t work at all but provide Service work which lets face it, is preferred to drum bearings.
The whole thing is a departure from the previous efforts from the manufacturer, we wait to see.
I was chatting to the “testers” who are about to test the appliance for us, last Thursday. They will only be able to report on failures, not life expectancy. So, as soon as we have failure rates we will share it with you. It’s a certainty we will cover this topic at our February 2006 meeting as we will have plenty of data by then…or hopefully none at all 😉
You should all remember that an appliance you sell, will provide you with work. If no extended warrenty is taken then the 5 year free parts is only available by using an “authorised agent”, this becomes a chargeable labour to you, we take no commision on this call
KevinRe: Questions
Realibilty is obvisouly a concern when you advise a customer to ‘what do you recommend’ but by the same token in the good old days when we were doing lots of service work with hotpoint/hoover failures was good for business its a case of a balance i guess , not to realible but not a product you want to be going to every month 🙂 Hence why i was seeking for some kind of marketing positioning in terms of other manufacturers as guidance.
For marketing purposes, think “Zanussi” circa 1985-90 and you’re pretty much on the money.
Not the best, but by far not the worst and generally regarded as good value.
K.
Re: Questions
The link below got me thinking about comparing ‘Customer buying options’ and trying to relate that to Project X and what potential value a deal like this put to your customer would mean?
Now if you take time to look within this link you will discover in fact that the likes of John Lewis, Currys, Comet are in fact offering far LESS value for money than Project X will mean overall.
For example John Lewis offer a Bosch AAA Rated machine with 1400 spin, a 2yr parts & labour,(extend to 5yrs for £129 extra*, they will even dispose of your old machine (but NOT install or demonstrate the new one incidentally) ……all this for just £458
So I think ProjectX will represent very good value for money 😀
http://www.ukwhitegoods.co.uk/modules.p … 6936#56936
*I wonder how much extra it would cost to extend the labour guarantee to 5 years ❓
Re: Questions
You’re absolutely spot on Martin.
We endevoured to make the deal attractive to us and to customers. At times, yes, it means that we/you have to compromise a little along the way, but that’s just the nature of the beast really. What I do think is that we’ve got what I consider to be a cracking package and one that many will find very, very tough to match.
The service levels on offer to support the product alone, as you rightly point out, are just so far in front it’s unreal.
But the real beauty lies in what Kevin and Sean were on today. Starting to build the technical information.
We’re not just going to give you a parts list and let you crack on with it yourself, oh no. We’ve got the full bhoona, they sat today and took resistances and all sorts, I think they’ve even sussed how to check almost every component just by taking the lid off and we’ll tell you how to do it! That should make this machine so easy to work on you’re going to love it and, we’re not even going to charge you for it.
In fact, everyone that sells the appliance will get all that information as well as a DVD showing the machine being stripped down and we reckon we’ve secured a complimentary van stock to enable an unsurpassed first fix rate.
We just can’t make it any easier for you.
K.
Re: Questions
Hi
I Was chatting to my Old chap with regard to the machine and the ethos behind it last night .
He raised a point that I hadn’t thought of with regard to the spares distribution and availability ,What if say three/four years down the line there was a falling out with the spares distributor ,or a takeover or something similar ,Is there a commercial agreement in place to ensure a continual supply of spares further down the road ?
LawrenceRe: Questions
Yes is the easy answer to that question. The agreements are to have a final once over on the 5th January where the future supply is well covered.
KevinRe: Questions
then we go direct, lowering the purchase price and improving your margins.
Hiccups are going to happen, its how we react that counts. I reckon we are up to the task, but then I would 😉
Kevin
ps…merry Xmas Ian and Alma
Re: Questions
kheath wrote:then we go direct, lowering the purchase price and improving your margins.
That is exactly the intent. If we save, you save.
But unlike Currys, Comet and all the rest what we don’t want to do is to devalue the product and, logically, the service that goes with that product. There’s little point from any standoint to offer more for less, which is what all the retail chains seem to want to do thinking that they can follow the model of browngoods in the whitegoods market and, to some degree the can and have done. Now look where we are.
I don’t subscribe to that notion. I don’t subscribe to the notion that the product groups are similar, there are massive differences.
Quite honestly there are a lot of people out there that recognise value for money in a package. Not just a quick fix in a £200 washer or dishwasher that said retailers are banging on about on TV these days and it’s pretty easy to get around that as we all know with customers.
So why shouldn’t we have our own quality brand with quality backup service? I’d defy anyone to come up with a reason as to why we shouldn’t have one.
Yes, this will take some time (but maybe not as much as you think) and it will take support, work and dedication from all of us.
But for a change and, it is a massive change this is, for once we’re doing something for us and not some accountant sat in an office somewhere in Europe.
K.
Re: Questions
kheath wrote:
I was chatting to the “testers” who are about to test the appliance for us, last Thursday. They will only be able to report on failures, not life expectancy. So, as soon as we have failure rates we will share it with you.
Any news on how NDT is going, or will we have to wait until the next meeting?
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