Remember, remember the…

[kwatt]

… forum is here. Not that I’d ever burn anything, although there may be a streak of vendetta in me. 😉

The AC needs to review this…

http://www.ukwhitegoods.co.uk/help/abou … ctice.html

It’s 6 years old and needs reviewed badly IMO.

With new requests to join the engineer search I want to point to something relevant. The first thing that stands out is the phone thing, many people don’t have a landline now just mobiles.

We have to stay relevant.

K.

[johnmac11]

Re: Remember, remember the…

I will have a bash when I get back in this afternoon.

John

Just a quick edit: I can believe it was 6 years ago we did this, I feel old this morning…

[johnmac11]

Re: Remember, remember the…

I have stared at this for a while tonight and can’t find a lot to change, any thoughts??
My thoughts in red below.

John

Part 1
General behaviour expected from any member of UK Whitegoods

1. To be courteous and professional at all times.

2. To be presentable to the public and be clean and tidy both in appearance and in any work carried out.

3. To be contactable by phone, fax and email.

4. To communicate clearly and simply with the customer on all issues relating to the repair in hand.

5. Carry a minimum of 2 million pounds public liability insurance.

Part 2
Dealing with the general public, members should adhere to the following points

1. Shall always endeavor to remain pleasant and polite to customers at all times.

2. Should treat customers with courtesy and respect.

3. Should remain as open and transparent as commercially possible with customers

4. Will do as much as possible to accommodate the customers wishes and preferences

5. A landline DELETE?? contact number must be staffed during office hours or an answering service made available. An answering service should also be made available, out of office hours wherever possible.

6. Messages left by customers must be answered within 1 working day

Part 3
Call handling

1. Contact the customer as soon as possible, when the call has been received via fax/email, generally within 1 working day.

2. If your contact attempt, is met by the customers own answering machine. Then leave a message advising of your call.

3. Offer a call (where geographically possible) within two working days (48 hours) or a timed (AM/PM or other by arrangement) per the customers requirements or by mutual agreement.

4. If for any reason the call cannot be made as scheduled the customer is updated at the earliest possible opportunity and an alternative given.

5. If contact by phone or email is not possible, then a postal system should be used after 3 attempted contacts over two working days.

Part 4
Service calls

1. An appliance must be reasonably accessible to the engineer for repair, if it is not and there is any danger to the homeowner or the homeowners property the customer is to be advised and a mutual decision taken on how to proceed

2. All Members should adhere to current Health & Safety requirements as stipulated in law.

3. A best attempt is made to rectify the customers appliance should be made on the first visit negating the need for a further service call (in conjunction with 4.)

4. Always leave the customers appliance is a safe condition with no danger to the customer. If this requires the disconnection of the appliance then the engineer undertakes that responsibility of disconnection and documents this clearly as well as appraising the customer

5. After repairs the appliance is checked for function (specification test) and that it is in a safe condition for the customer to use

6. Wherever possible the appliance will be replaced back into situ as was or the customer fully appraised of the reason/s that this is not possible

7. Any used parts and packaging will be left tidy for inspection and correct disposal by the customer, in line with current legislation
SHOULD THERE BE A SENTENCE IN HERE REGARDING GAS SAFE ENGINEERS FOR GAS REPAIRS AND ALSO ADVISING THE CUSTOMER TO CHECK IF THEY HAVE A GAS SAFE CARD??

Part 5
Spare parts

1. All parts & labour on repairs will be guaranteed for a minimum of 6 months from date of purchase With the exception of one shot safety devices, plastic parts, or where the appliance has been subjected to misuse

2. Any spares required to be ordered, shall be ordered within two working days SURELY THIS SHOULD BE 1 WORKING DAY?? of the visit

3. Any information of delays with a spares order notified to the repairer will be relayed to the customer as soon as possible

4. Customers will not be charged for spares that they did not authorize and specifically request.

5. Customers will not be charged for missing or damaged spares

Revised edition 2nd September 2005 by UK Whitegoods Advisory Council

Sean Delaney
John McKenzie
Chris Chantrell
Alex Reed

[Alex]

Re: Remember, remember the…

I don’t really think it is that far out. John has amended a few points & I have no problem with that. When you bear in mind how many times we have been spurred into action I don’t suppose there needs to be much in the way of changes.

Are we all happy with the names within this “Controlling group” in as much as Mr Penguin has dropped off his ice-floe & Del seems to be rather busy these days.

I’m happy to stay here, but perhaps we need to ask those who are not so prolific on the site of late whether they want out of it? There again, as I said earlier we are not overburdened with work.

Alex

[kwatt]

Re: Remember, remember the…

Phone thing, yes.

Gas Safe, yes.

One working day, b00ger, as you often have to track the damn thing down, hence the leeway.

Other than that I was okay with it all.

Yes Alex, not a lot of work as we field most of the silly stuff before it gets here. So, if it gets here it’s usually a serious complaint and that’s why the workload is minuscule.

K.

[johnmac11]

Re: Remember, remember the…

kwatt wrote:One working day, b00ger, as you often have to track the damn thing down, hence the leeway.

I see your point but what if it said that parts will be ordered in 1 working day when possible?

John

[kwatt]

Re: Remember, remember the…

Yeah, that’s a lot more reasonable TBH.

One of the other reasons was remote engineers, you know what it’s like at times getting the info back although that will probably change in time.

K.

[Alex]

Re: Remember, remember the…

What about the repairer will ENDEAVOUR to order the parts within one working day.

Alex

[kwatt]

Re: Remember, remember the…

Yes, agreed, that reads better and keeps people in the clear if something goes awry.

K.

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