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Re: GB DAR
Have any G.B. DAR agents noticed if the Beko workload has increased?
Reason I ask is because we are agents of Beko gas & laundry products through the service force connection, and the Beko work has tailed off slightly. First of all I took little notice but started to get phone calls from retailers and customers asking us regards updates on certain calls. After a few weeks of this I started to wonder whether there was anything afoot.
This week we have had several phone calls regards some cookers in a school; we have been asked for a update of our findings as there is a health & safety issue. When we told them we knew nothing of this there was an exclamation like, “Oh! never mind, must have been another repairer”. We phoned the school concerened just to find out what was going on and they told me it was G.B.Dar. The engineer left behind paperwork that had a GB Dar heading and he left a copy of a fax from Beko requesting this company to attend these cookers.
Hence my question whether the Beko workload has increased from GB Dar.
Alex
Re: If Installation Fault Charge User
Electrolux have the same phylosophy in saying they would rather know the facts than spend lots of Euros in R&D trying to work out why wires fall off pumps or valves. If there is a trend, then the users guide may be in need of review.
If there is a blatant installation fault we tend to endorse the paperwork accordingly, mainly to cover any eventuality where there needs to be documentary proof the installer is at fault.
Alex
Re: Well There We Have It!
Dave_Conway wrote:Why are there so many fecking Dave’s in Devon 😀
Dave.
Interbreeding.
On a serious note and continuing the theme. I’m happy to come in on this publically regards Brandt, but I think we do need to set a “protocol” first and then Brandt can get a roasing from me in the thread. Too busy at the moment to get it into print. What I want to avoid though is upsetting D&G as I feel they are victims in this affair.
Therese at D&G told me it was a big mistake taking on the Brandt contract in the first place. She finds the agents who were not previously Brandt appointed, and therefore not shat upon, don’t give her a problem.
Says it all really..
Alex
Alex
Re: Well There We Have It!
I don’t pay for parts that I should not hold, If it is too late when I find out about it, I simply keep that amount back when I’m next due to pay. I then write on the statement the invoices I’m expecting credit and advise them that I will pay once recognised by them.
Brandt fail to realise that they were out of order, and are demanding D&G find a replacement agent, I told Therese if it was me I would be mercenary in reminding them they have not only broken their contract, but are undermining their network.
Alex
Re: Well There We Have It!
Mark wrote:Brandt have two or three employed engineers to my knowledge.They use them to cover the hole of the uk.I think the engineer near you alex is called paul,if thats relevent.
This guy was called Martin & this is not the 1st time this has happened, previously it was a chargeable customer where we ordered the bits, and those bastards completed the work leaving us to fight for a labour fee from the customer.
D&G are a bit pissed off with me, I told them Brandt only gave me 1 working day’s notice, so I’m doing the same. I have since found out that a fair percentage of the D&G network has refused to attend Brandt products.
To be fair though to D&G, I will offer 30 days as I like Therese and it is a tad unprofessional to lower myself to the same level as Brandt.
Alex
Re: The machine’s in the shed I’m afraid 🙁
Funny we had 2 similar today.
1 was a W/Machine dumped outside the back door as the retailer lent the customer a replacement. Soaking wet and nowhere to test it.
Second was a machine that is housed outside the kitchen window in a purpose built box which was made around the machine & rendered access almost impossible.
Needless to say both machines which were less than 1 year old failed all tests as riddled with damp.
If we get a nightmare scenario, we put a note on the computer and tell the customer if they ever re-book that we will need access.
Alex
Re: Well There We Have It!
Bloody Brandt.
I’ve told Lyndsay @ D&G I’m refusing all Brandt calls.
We had a W/Machine that needed a handle & it wasn’t on AGORA. After lots of phone calls and little response, as well as 3 wrong parts, they finally gave the part numbers. It took another 2 weeks to arrive.
We phoned the customer to book, and a Brandt engineer had called 2 weeks previous & fitted parts. Therefore, if they can do 1 call they can do the bloody lot.
I’m reluctant to post anything in the public domain as D&G are not best please with my reaction to this. Lyndsay told me there is no-one in place to do the work, Iv’e told her, “yes there is, BRANDT”.
Alex
Re: spare control switch for zannusi ceramic hob
Sorry obsolete & regretfully we are unable to identify an alternative.
Alex
Re: New appliances faulty within a month?
Dave_Conway wrote:If you can get any of the Lux group products on a “special” I would say they are probably the best bet as far as back up for the budget priced machines go.
The Service Force network are very good and they are all Independants as far as I know, so it puts work back through us as well. They also carry out exchanges on your behalf should it become neccassary, all we do is ask the customer to book an engineer’s visit (which is normally within 2 days as opposed to “we may phone you back or turn up when we feel like it”), or do it on their behalf, if they then refuse a repair, Lux will do the exchange.
Dave.
Thanks Dave.
I have to say that is exactly how it works. My reasoning for going down the Graded route is you get a better product than Merloni, most certainly better service and the resale price, coupled with your profit margin it is good.
As I said, Give Tim, (a.k.a. Tellytubby) at Gillmans a call, he will find you a good selection of graded Zanussi & AEG which will be very competitive. Despite being graded they will carry a full makers warranty etc.
Alex
Re: New appliances faulty within a month?
I know this doesn’t resolve your present problem. Have you considered selling Manufacturers graded appliances? They usually come with a small dent or scratch in a non-visible area and you can sell it £100 off list & still make a tidy profit. If you have a problem you are then dealing with the distributor, who usually can be more obliging.
Try Gillmans 01452-509050 ask for Tim, they deliver throughout the land through the sister company DAD Ltd.
You won’t get far with Merloni on this one as they will probably insist upon an inspection of the product first. Most manufacturers are not too happy to exchange without their engineer’s report and even then it could take up to 10 working days to swap it over.
Alex
Re: Contract vs Chargeable (A History)
Further to Dave’s posting that initiated this.
There is no doubt that the chargeable calls are paramount. We give those customers a high priority, as they are able to vote with their feet & go elsewhere if they perceive any delay. We try to give a high level of response to all our other work providers, whether on insurance or under guarantee, especially when we get a good level of support and the paymasters reward us accordingly.
Over the years we have tried lots of agencies, some have had issues where we could not work with them and after a short “trial period” we chose not be part of their networks. Examples being:- G.B.Dar; D.R. Cooker hoods; Teka/Kuppersbusch; ASKO; Britannia Cookers & L.G.Electronics.
Some have chosen to go their own way such as Gias/Candy or Merloni and move away from agents. In both cases we terminated them before they dropped all their agents; we took the initiative due to operational issues in the 1st case & cash flow in the latter.
The rest whom I can only speak of from my own experience:-
DOMESTIC & GENERAL: Brilliant, they recognise the good agents and have been known to reward with promotions as well as supplying feedback from customers. They pay up very quickly and rejections are negligible.
ELECTROLUX/SERVICE FORCE: Full credit to Steve Clarke, 1st year warranty rates are on the low side, however the package is good as there are lots of add-on’s such as Insurances etc. Rejection rates low, but payment monthly right up to the last couple of days work, and Technical Support good.
CDSL. I should put something in the appropriate thread on this. The support is 1st class. Despite the pressures that are likely to be attached to such an operation, you always get a cheerful response and if you are stuck they endeavour to get the information or help that you need. The I.T. set up is out of this world. The turn around on parts and information is good, as long as they aren’t let down by manufacturers. The payments are on time & rejections unheard of. Only negative things, L.G. and something that really applies to Service Force agents, the allocation of spares we normally get from Distriparts have to be sourced from CDSL. Causes more administration at our end. Dave Parker owes me a pint.
A.I.S. We terminated back in the spring due to the low rates on offer. We hadn’t had an increase for nearly 3 years and they never replied to my letters or phone calls. Believe they have improved since.
I.S.D.A.L. Mainly refrigeration. Good payers, poor spares support on some of their obscure makes, poor rates on some as well, i.e. Norfrost £25 & Teba £30.75. The uplift on gas is about a fiver and refrigeration sundries are only £16. If you lockring a compressor the fittings & drier can be that figure alone. A review is needed between them and some of the manufacturers to negotiate a realistic rate. I am sure they are fully aware there is need for rates to come into line and ISDA need to convince a few people I suspect. Despite all the above, very agent friendly and supportive. A good team.
LEC: Good support, rates a bit low but there is recognition when it is a compressor change as the money goes up nicely, sundries are low @ £8 but the higher labour rate does compensate. They also pay more for mileage, which helps. They are very agent friendly and support us well. Again a good team.
ELCO/BRANDT. Part of the D&G package and the only negative side. Very little support from Brandt themselves, all calls are double visits and nigh impossible to return the parts when the product has been exchanged.
BEKO part of the Service Force package. For operational; reasons I have no comment.
CROSSLEE As above re the Service Force remit. Better that what they used to be, rejection levels are now realistic and payment better. Support from Crosslee themselves could improve as well as the rate on the condenser dryers.
MERCURY COOKERS. 1st Class, good product, good payers, and parts supplied overnight free, pre-diagnosed by them and they get it right as well. Very impressed. They treat you like family.
MFI: Good support, Tony Brown & his team have got it right. They know how to treat their agents, payments are on time and rejections unheard of. Spares are good as well as tech. support. Only downsides are high percentage of double calls, some are a pig to get out and time for a pay rise. London General are a pain, but if I get any problems, MFI accounts back me up.
SERVEVAST. A good lot to do work for. I used to moan about payments, as they needed chasing a lot. 3 years ago they were a nightmare, but they’ve got it together now. As long as we keep sending statements we get paid. 60 days payment regime, but I pay them every 60 days as well. The tech support is good and all parts are now on disk. Rates seem to be negotiable and not set in stone.
EXPERT: Only had 1 or 2 calls from them, early days.
I would say that sums up our business pretty well, I suspect my findings are constant among most of us.
Alex
Re: Mods/Site Admin Forum
Dave_Conway wrote:Sorry, fogot to mention the certificate thing, it looks as if the certificate has been updated by the SSL providers for the shop@.
Dave.
Does that mean we have to put up with that everytime we log on?
May I suggest we put something in the main forums to reassure all visitors/browsers what it is there for & what procedure they need to take if any.
I did e-mail a copy of the certificate to Ken from my office. Now I’m at home I won’t know till Monday if he in fact did respond.
Alex
Re: Mods/Site Admin Forum
I wouldn’t think it was a deader at all. I’m not a moderator, have access to this room & don’t feel the need to browse the moderator forums. None of my business and not interested in the background and technicalities.
I did get a security alert this morning when I logged onto the site & was asked to download a certificate. Not sure if this was Kosher??
Alex
Re: Well There We Have It!
kwatt wrote:A whole week’s gone by and we’ve not upset anyone!
K.Oh dear, we must be slipping. How about we hold a poll and see who we can come up with? there must be someone we haven’t had a pop at lately.
Alex
