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Re: Ebac, design your own washing machine
That’s awesome – a really great idea. Once our Hotpoint goes then I guess I may stump up the £695 the site quoted me (I really do need to control it by my phone, yes I do!), I’d want a matching dryer though, haha.
Re: Whats the most annoying thing customers do?
“I’m going to Trading Standards/my legal adviser/Anne Robinson”
I’ve dealt with customers for 17 years and heard theSe numerous times, so doesn’t really phase me. We had to call out to a customers appliance twice (I know right?) and she emailed me yesterday with the “might drop a line to Anne Robinson” a quick line regarding our service.
I draft a reply, and opened with “You are more than welcome to contact Anne Robinson, if that is you prerogative”.
Being a fast typer, I hit the shortcut for “send”. So she had that one line as my response. Brilliant.
Second one : A gentleman once threatened me with the “wrath of God” as I wouldn’t replace his drawers in a Beko fridge freezer – after doing so 2 times in 6 months previously. Actually laughed at him down the phone
Re: ONLINE THREATS SEEM TO BE CATCHY
One of our staff decided we needed a Facebook page, I hate the thing but fair do’s.
So a customer posted a massive rant about how awful we are, how we broke her cooker and so on. Unfortunately, she missed out a couple of key facts: We’d spent £167.24 on a new oven door as hers had fallen off/hinges snapped etc, and it was a fixed fee chargeable. We attend, our engineer gets nothing but abuse from her husband as he removed the knackered hinges, when he doesn’t respond to the customer – husband turns round and kicks the brand new door through. Of course, we’re left with some bad press on FB, Yell etcetc, which we removed as completely inaccurate- but in this day and age – that’s all people need to see.
Re: 0800 recruiting engineers ? 32-35 k ote
I love the line they give “Invoice rejected: Maunf has replaced. Please return parts and class as BER”
Um, Argos have chucked the unit on a skip somewhere. Exactly how are we meant to get the parts? Ad infinitum.
Re: 0800 recruiting engineers ? 32-35 k ote
Haha yeah. And that’s if they don’t reject your invoice with no reason why, and lot’s of ummm’ing and arrrr’ing when queried about it.
We had an former “0800” inhouse engineer work for us for about 3 months a few years back.
He soon earned the nickname “Banana Hands” and was dropped quick smart.
Re: RSG5DUMH
Bang on, cheers Martin – I’ll give this a look over. Needless to say Samsung’s “turn it off and on again” didn’t work!
Re: Suspicious tasting coffee…
I went out with one of our engineers yesterday. Lovely lady, expensive house – Sure – I’ll have a coffee while we did her inspection.
What I tasted was a mix of stale gravy and cigarettes. Lovely!
Re: 0800 recruiting engineers ? 32-35 k ote
The amount of calls we get where an another engineer has “left the company” / “no longer works for 0800” speaks volumes about their retention rates. And let’s not get started on their contract terms and so on =]
Re: Is it just me or is anyone else quiet?
Luckily we’re very busy at the moment – booking around a week in advance for White/Gas/Fridge.
Same thing happened last year, we were extremely busy – started to expand into a 2nd site, more staff and so on. The work literally dried up over night, contracts suddenly pulled and we had to make 3 engineers redundant and support staff were rota’d in to 4 day weeks for 3 months. The powers that be didn’t seem to plan for this (nice for a company in it’s 10th year of trading).
We’ve finally have recovered and now back to a nice growth period. Hopefully they’ve budgeted for a “rainy day” situation should it ever crop up again.
Still, didn’t one of the Directors rocking up in a brand new 60K+ Merc on the day we were told this.
Re: Whats the most annoying thing customers do?
SAMURI post made me laugh – It’s exactly like 2 calls we’ve had this week:
1)A Maytag American F/F- turned up to to fit several quite expensive parts on agreement with the customer– was told by house keeper payment will be given once parts fitted. Fair enough.
Pulling appliance out, they mentioned the owners were on holiday and said they’d need to contact them to pay the bill. Cue owners going mental at the housekeeper and engineer at disturbing them (were only +1 hour ahead in France!) and refusing to pay until they got home if we invoiced them. Yes, we walked away as “I’ll pay you later” never really works out well.
2)Lets call them “Large UK Service Provider” sent out another company to a little old dears Fridge Freezer as it was over freezing. Unfortunately, he wasn’t systems trained and didn’t have the foggiest about refrigeration – he pulled it out, put his hand on the compressor and said it was “hot” so the compressor was faulty. Job sent to us as lady was panicking about costs etc, turns out she had the appliance sent on 6 and had done for at least a few weeks….Re: Vacancies at CDA
Absolutely.
The pulled all our direct work just like that, 2 days later got a memo through from Repaircare and a boom load of jobs on our system.
Re: Whats the most annoying thing customers do?
Customers using cookers when they know one of our engineers is coming.
Customers thinking they are the only people in the world who work.
Customers thinking they are the only people in the world with children.
Customers, who pay lets say £180 for an all inclusive policy, have failed to read the T&Cs and don’t understand why we won’t be there after 18:00. Or a Sunday. Or before 7am.
Customers who you attend in your allocated time slot, decide to go out, ring back 4 hours later kicking off as you have to rebook.
Customers who like harboring rodents in their appliances.Re: Servicenet
Will certainly keep an eye on this thread – our Operations Manager agreed to work for them later last year.
After 6 months of non payment, we were given the run around and told the same thing:
No one from accounts available
The can’t process payments on a Friday
ETC.About a month ago we had a grovelling email saying it wasn’t there fault and placed the blame to a 3rd party company. The end result was ServiceNet informing us all assets will go to administrators.
Brilliant!
