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Biggest mad on at the mo. so this could go either way 👿 👿
Went out to a customer last week, regular one who in the past as she’s disabled I’ve opened the door etc f.o.c
Couple of weeks ago went to a fridge call. Ancient LEC icing up.
Door seal knackered. Normal estimate charge of £15 waived as its her.
She would rather get a new fridge and have it on top of her work surface.
I mentioned that this isn’t really reccomended and that ( in great detail we went through this) as she didn’t have much in the fridge would a small table top model do. Her (and carer) agreed that this was a good idea.Ordered a haier t/t model and delivered it yesterday (foc again) and she complained that it wasn’t very big 8O, anyway duly paid up and I left with abag of sweets as usual.
Rings this morning to tell me there’s no light in it and she can’t get enough stuff in.
Thats because its a t/t model as explained before.
So the latest. We’ve offered her a Lux fridge for the extra balance even though the other is strictly s/h now, or we’ll take the other back with a restock fee of 25{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}.
Obviously now all her friends come out of the woodwork, restocking fee rubbish, less than 24 hours old, its something you reccomended.
I’m at the point of telling her to **** off at the moment as she’s come up with the gem.’We only use you because you don’t charge a call out and diagnosing a fault isn’t work’.
Tony C
Simmering
Re: Where do we stand.
I hate that when it happens 🙁
Your advice or recommendation is simply that, it’s the customer’s decision whether they accept it or not.
But I have a sneaky feeling that a customer may be able to reject the product within this time scale, a call to Trading Standards on Monday Tony will put you right on the legal points 😀
Dave.
Quote cornwall40
“Just off the boil”
Is that a boiled lolly
There’s a lesson quote or joke in there somewhere and I’m sure I’ll come up with it.
In the meantime “never accept lollies from strangers” :rotl:
Re: Where do we stand.
Reading your post I can’t believe how much you’ve bent over backwards. You sound like you give a fantastic service, and someone I’d have no hesitation in recommending, but you are possibly a bit too soft with customers at times? When it backfires like this it hurts doesn’t it?
Quote andy_art_trigg
“When it backfires like this it hurts doesn’t it”
Harsh but true
Every post has to be a winning post
I often get softened up by customers however as they said in AMWAY
“Are they gonna look after you when you get older”
And as some other luminairy said (Kwatt I think)
“You won’t get rich in this game”, so you have to extract your pound of flesh after all that is all your customer is doing.The richer they are the cheaper they want it done
The poorest are usually the best payers as they dont have the credit to the hilt.
To have gained that extra $ out of the service would have offset the dollars you had tryed to make out of a sale.
A lesson I teach my daughters “treat them mean, keep them keen”
Perhaps here it would be “Keep it clean, treat them mean”
Often the nice things you do in life come back to bite you.
I often like to treat a sale as if they are dealing with a third person and certainly give a referral but disassociate oneself.
In my opinion this is the worst Trade to be in for things to come back and bite you
As an electrician you install something and you leave
If something fails you call the company who’s product you installed.
In this trade you are the company that installed a part and warrantied that the repair is fit and proper (and the customer thinks that you are now responsible for the whole machine for all eternity) and the supplier certainly doesn’t guarantee the labour in re-repairing the product
You therefore have no comeback to any supplier
And of course when you go to someone’s place and the liquor cabinet is full as is the ashtray.
If they can afford the appliance and the products they fill them with then they can afford to have them repaired
My posts are never a personal attack on any one person however I only seek to elucidate those who are new to these circumstances so that they can be better equipped to deal with such.
Your post enables me to get on my hobby horse and for that I thank you and trust I’ve helped someone.
Re: Where do we stand.
We all get caught like this……at some stage or another.
Its hard to charge your estimate fee, but we now do, its £40.00 + vat not £15.00 as cornwell40 charges. But it makes the customer focus damn hard on the estimate, she/he paid for it.
KevinRe: Where do we stand.
Thanks for your posts on this one.
In the end we took the fridge back with refund less handling fee.Trading Standards stated that after they pay the deposit on an item for order, if they then cancel they are in breech of contract and that you can
keep the deposit and sue for loss of profit. So when she had paid the full amount on delivery, unless the goods were faulty, she had no legal right to a refund of any kind.As Dave stated before a reccomend is just that. if she then orders on your reccomendation without looking into it further, that’s their problem as such, not yours.
So i need to get my 😈 head on when dealing with these ‘customers’.
Tony C
Top result, top post.
So traders do have some rights
Hope that’s the end of it.
Posting a Trading standards link if you have one would help future punters
Re: Where do we stand.
I find that bending over backwards to help some customers FOC (and I do occasionally), normally results in them calling you out for the silliest of reasons…but by charging them a proper call out or labour charge, normally ensures that they get out the instruction manual,….before picking up the telephone to tell you that the washing machine is making a swishing noise, when it normally makes a swooshing noise.
By the way..Hello all…1st poster 😀
It was once said to me:
If you give something away, the recipient won’t value it.
Charge them and they will value it.
How often have you given away something of value to someone only to find that they have tossed it away.
If only I’d charged something for that set of tires I gave away last week a I’d be a whole lot less disappointed to find that they tossed them.
I could have got $’s elsewhere, used them myself or been told “they weren’t suitable can I have my $50 back?”
Instead they had no value to that person as they had no investment in them.Re: Where do we stand.
i have always charged some sort of call out charge i have always looked at it as my reason to be honest
ie i dont have to do a small repair on a scrap machine to make money
but the number of calls we get were people want me to look for nothing and hang up in disgust when i say i want £12 (soon to £15 i think about time it went up )
i am sure if their parner went to work and was not paid for some of their time they spent there they would be the first ones to complaini have found however if you can get them talking about the fault this will normally seal the job despite their objection to the charge as they get to realise you know what you are doing along with the fact you can normally guess the likely fault and cost but you make it clear you cannot be certain till you look
i have had one appliance delivery go wrong on a candy f/f Customer was an old lady and came to me with all sorts of problems she had had with it. I phoned Candy who gave a completely different veiw of the faults. I suggested the customer talked to trading standards who in turn got her to write a recorded delivery letter to me rejecting the goods and wanting a refund. Candy however were saying that two of the faults were the cutomers fault and the latest problem was a faulty door so they had the right not to replace but to forve a repair. the customer refused to let the repair go ahead. we tried to talk to the trading standards officer who took the call but they wont talk to you so in the end i sent two recorded delivery letters one to the customer and one to T standards. so far no more letters but the intervention of trading standards and the fact they did not ring me for my side of the story nor did they ring Candy meant they gave totally bad advise which ruined the rapor i had with this customer
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