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This is a background to why some Manufacturers cannot give a decent after-sales service.
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This is a short analysis of the current state of service provided by independent engineers to manufacturers.
So far for the past few years the costs have gone up for all engineers (most are self employed) across the board who supply the after-sales service.
But, there are still manufacturers and work providers who don’t recognise that without the financial increases of labour rates the new blood that is required to bring a continued flow of engineers into the trade is not going to happen as the independent engineers cannot continue to train new engineers and subsidise the manufacturers that treat the service side of the business as a joke.
If a manufacturer pays a decent rate and supply back-up then they will receive a better service. You get what you pay for!! Pay peanuts = get monkeys.
If the rate of pay just covers the costs involved in getting an engineer to the site, then the number of write-offs increases due to the companies not being able to afford the engineer on that job and leads to a lack of respect of the appliance. It’s quicker to write-off on the first visit than repair with 2 visits which increases the costs to the engineers.
This inconveniences the customer, as they have to wait for a new appliance which the customer loses faith in, thus the sales of that manufacturer goes down thus less money for service …
It’s a vicious circle which could be curbed by investing in the service. Good service = more sales=more profit.
Re: Why manufacturers dont supply a decent aftersales servic
The marginal nature of payment to engineers through third party service parties is bad enough – combine that with ludicrous parts pricing policies (even to the trade repairers) and it is little wonder that more and more machines are being scrapped for the most trivial reasons.
I have no problem with cheap machines – they should have cheap parts reflecting the machines’ status. Unfortunately, they don’t….. Due to the reduced sales profitability caused by manufacturers kow-towing to the major High Street retailers, spares are now a profit centre; especially if you farm your service out through work providers.
Unfortunately, the warranty companies covering the extended guarantees are only prepared to pay so much. They are already paying £50-75 to get a work provider to send an engineer out in the first instance (The repairer receives nothing like this amount due to the “handling charges”.), then silly parts prices (and sometimes availibility) will suggest a £150 repair to a £200 appliance.
They aren’t going to pay…….. Customer may have already waited a week for service, which if approved can only be provided after a further week. Ridiculous.
One of the functions of this site is to educate people in the folly of buying cheap appliances – you will get what you pay for, with service to match.
Buy something decent in the first place.
Penguin45.
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