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Hi Guys,
We had a complaint from a customer about Tony Clifton, which won’t come as a huge surprise to some I guess, that he’d gotten and gone to a Miele machine a week or so ago. Long story short, he arsed it up, quoting for a motor and PCB, lost a couple of bits and charged the woman £40.
She then gets Miele in and they find that all that’s wrong is a limescale blockage.
Sent this to Tony the other day…
KW PM to TC wrote:Hi Tony,
No doubt you know by now that this one went well South and we’ve had an official complaint from the customer. Can you sort it out ASAP please and let me know what the outcome is?
Ta
K.
So far, no response from Clifton and he has read it, at the very latest yesterday.
The woman has now gone to Trading Standards and is sending us a copy of the letter.
TC is currently marked as “on holiday” in repairs@.
Thoughts?
K.
Re: Something to Do
He has to make restitution or be removed from the site as far as I’m concerned.
We set rules of practice to cover such eventualities, if he does not respond to either ourselves or the customer then I feel he should be removed from the list permenantly.Sean
Re: Something to Do
Maybe we need to hang on till we hear his side. If he is slow in responding, he has no case.
Can we give hime 3 working days to respond, and advise a suggested course of action should he not come back to anyone on this.
Alex
Re: Something to Do
I’m with Alex on this one, give him a couple of days before we shoot him. 😆
John
kwatt wrote:Do we repay the customer?K.
IIRC that was discussed before. If a member was deemed at fault and didn’t respond and rectify the problem then repayment would come from the subs kitty.
If he doesnt respond and we pay out it could help repairs@ PR wise if published?
JohnYep I thought that there was something like this discussed before.
Yes, there’s always a way to spin the news. 😉
K.
Re: Something to Do
Copy of a PM sent this morning. The last one was sent of Friday with no response from him…
kwatt wrote:Hi Tony,
Is this sorted as we’ve now had a re-contact from the customer several times, it’s taken up over two hours already, as well as a copy of a letter to Trading Standards?
Given the nature of the complaint and that you haven’t answered me I have been forced to kick it up to the AC. As a result of that your repairs@ account is temporarily on hold until this is resolved. The basic gist of it is that, if the problem isn’t resolved by the end of the week we will take over and deal with the customer’s complaint as well as any other action deemed appropriate.
K.
It’s hard to threaten people in a non-threatening manner! 😆
K.
Re: Something to Do
Just for a little clarity on this one. Ken always deals with complaints in the first instance. Its a safe bet that things are well past the nicely, nicely point by the time it gets reported in the A.C.
This along with the customers report of his service and appearance plus the fact that on my travels for both ISE and UKW I have had several independent warnings from fellow members that this individuals level of service leaves a lot to be desired.
So please dont think I’m shooting from the hip on this one. It was only a matter of time I’m affraid. The complaint was already a week old before it got reported here with no explanation offered thus far.
Sean
Re: Something to Do
Just out of interest, does this guy get much work from Repairs@? If he does, and stands to lose a fair share of work, then he has shot himself in the foot.
As there seems to have been a bit of time on this one, he looks to be guilty by default.
Think we can safely follow Ken’s action if required.
Alex
Re: Something to Do
Hi Ken,
Have you got a copy of her complaint and letter to trading standards that you can post here?
JohnRe: Something to Do
Yep…
Tara Plumley wrote:11 North View
Barney
Fakenham
Norfolk
NR21 0NE17/01/2007
Dear Mr Clifton,
I am writing to you regarding the visit you made to my address on the morning of Monday 8th January. Under the Supply of Goods and Services Act of 1982, your work was not done with reasonable care and skill;
• Despite my asking several times you didn’t demonstrate any knowledge or familiarity with Miele washing machines. (You had no idea how to open the machine door and had to be shown by me).
• You had insufficient tools to be able to carry out a proper diagnostic test on the machine. (i.e. laptop and relevant software).
• You had not carried out any research prior to your visit to familiarise yourself with the machine and relied on the phase diagram packaged inside the machine.
• After removal of some of the facia and use of a multi-meter you said that you thought it was likely that pump or the main board where faulty and it would be best to replace both.
• You did not leave the machine in the condition that you found it, you failed to replace two of the screw covers from the front facia and did not reconnect the siphon/tap assembly on the filter housing. (This lack of care and skill confirms the inexperience with these machines).
• I have had a Miele engineer in to look at the machine since your visit, the machine has been cleaned and serviced, no parts needed replacing. The only fault was the pressure chamber/bag was clogged with limescale and had to be cleaned then replaced. The machine then had to be recalibrated via laptop and specific software. Given that this is a hard water area this would have been a basic thing for you to have checked, you failed to do so.
• Even if you had diagnosed the fault correctly you did not have the sufficient equipment (laptop and software) needed to recalibrate the machine.
• I had asked you if you had experience working on Miele machines and if you carried any Miele parts with you, I suspect you did not give an entirely honest answer.
Therefore I am holding you in breech of contract and making time of the essence
I give you seven days to resolve the problems by way of a refund of the £40 fee.I have made White Goods aware of this situation and have also informed trading standards. I have taken photographs of the machine as you left it, and also have photographs of the pressure chamber.
Sincerely,
Tara Plumley
K.
Re: Something to Do
Thank god she is not on our patch 👿
Looking at the letter this one will go to the high court for justice. If I had a customer like this, and even though it wasn’t my fault, I would give her the £40 back just to get rid of the hassle that she is bound to cause.Tony would be mad if he did not give her the cash sharpish. One point though, if she is claiming that the Miele engineer cleared a blocked pr switch I think we should ask for a copy of the invoice before we go any further. Could be the invoice has a pump and ccu on it???
John
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