[Beever]

Yep agree, Child Lock is on

[Beever]

A copy of the SLA for Repair & Assure

SERVICE LEVEL AGREEMENT (SLA)

For

…………………

Repair & Assure Ltd

Version Date Description Author

2:1​ 10/01/2016 Service Level Agreement Repair & Assure Ltd

Approval

(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)

Approvers Role Signed Approval Date

Repair & Assure Ltd Customer​ : ​​ :

Supplier Service Provider : :

(Please Sign Above)

Table of Contents

1. General Premise
2. Service Overview
3. Pricing Scheme
4. Warranty Cover
5. Area/Product Coverage

1. General Premise

• Repair & Assure Ltd a company registered in England and Wales under registration number 10539230 and whose registered address: 18 King William Street, London, United Kingdom, EC4N 7BP will contract the supplier to operate, without exclusivity, to undertake its associated diagnosis and repair of appliances, for Domestic Customers in the pre-determined Coverage Areas (as defined in schedule 6)

• The types of appliances include but are not restricted to washing machines, tumble dryers, dishwashers, cookers, ovens, refrigerators and freezers, extractor hoods and Televisions.

• Repair & Assure Ltd will directly enter all relevant call booking information to the supplier by Email (i.e. Plan Number, Customer Name, Address, Postcode, Telephone Number and Appliance Type as well as, where possible, a brief description of the problem)

• The Supplier will ensure that all diagnosis and repair calls are completed within 48 working hours from the point of Repair & Assure Ltdsending the booking information by Email (Excludes Sundays/Bank Holidays ECT) wherever possible.

• The Supplier will ensure that all diagnosis and repair related calls are completed at the agreed call ETA (am/pm/all day slot) between 9.00an – 8.00pm Mon – Sun).

• The Supplier will ensure that he/she possesses relevant Public Liability Insurance and that copies of these policies are provided to Repair and Assure Ltd.

2. Service Overview

The Supplier will support Domestic Customers with including but not restricted to washing machines, tumble dryers, dishwashers, cookers, ovens, refrigerators and freezers, extractor hoods and televisions.

On receipt of call details by the agreed communication route (i.e. Email) the Supplier will ensure that the Customer is contacted within two hours and make arrangements to visit the Customer at the earliest mutually agreeable opportunity.

On completion of the work, the Supplier will debrief all relevant call information to Repair & Assure Ltd to ensure that the Client has full knowledge of all ongoing call activities. This will include a description of the nature of fault, work carried out on visit and if No Fault Found information on what may have been causing the issue.

The Supplier will compile weekly invoice reports which are to be submitted to Repair & Assure Ltd on a weekly basis. Invoices will be paid by Repair and Assure on 30 days’ net.

Due to the type of premises being supported (Domestic), Repair & Assure Ltd expects that the diagnosis and repair calls to be undertaken within current Health and Safety Guidelines and Codes of Practice.

Note: Options are based on the premise that access is available to all sites and that all maintenance calls can be completed in a single visit to site.

Due to the nature of most repairs being electronic in nature, appliances may need to be uplifted into the workshop rather than repaired on site.

The Supplier when visiting customers will always:

Carry Identification badges

Both the field engineer and the customer are required to sign the job sheet to ascertain the visit.

In addition, the following is required to be noted on the job sheet:

Any additional items collected such as cables or remote controls.

Any existing damage to the appliance.

Whether the appliance has been uplifted or if the appliance has been repaired on site.

If an appliance requires further diagnosis the diagnosis shall be completed within 2 working days of receiving the appliance. In some instances, it is required to order parts in order parts to complete a diagnosis. In these cases, the completion of the diagnosis can take up to 4 working days.

Communication of the diagnosis and subsequent repair estimate will be Emailed to Repair & Assured Ltd.

Repair & Assure Ltd will advise on the action as to proceed with the repair or classify as beyond economic repair or such other decision as required to The Supplier by Email.

Repair where the estimate is below £200.00 need not require authorisation from Repair & Assure Ltd.

Repairs where the estimate exceeds £200.00 will be Emailed to Repair & Assure Ltd.

Where estimates are approved by Repair & Assure Ltdand for estimates below the £150 threshold the Supplier will progress to repair the appliance.

Parts if any will be ordered if not in stock.

All call outs cancelled by Repair & Assure Ltd, will be cancelled at least one working day prior to the initial call out, on these occasions no charge will be levied. If the call out is cancelled by Repair & Assure Ltd on the same day as the initial call out a £30 fee will be levied.

The Supplier will be expected to provide Repair & Assure Ltd customers with a high levels of customer service. This will be expected through all medium of communication, including but not limited to: Telephone, Email, Fax, or face to face consultancy.

Repair & Assured Ltd should be contacted using:

Telephone: 0800 088 2943

Email: Support@repairandassure.com

Please ensure that copies of Public Liability Insurance Certificates are include with your correspondence.

3. Pricing Scheme [TABLE]
[TR]
[TD]Product Type[/TD]
[TD]Repair[/TD]
[TD]Non-Technical Repair[/TD]
[TD]No Fault Found[/TD]
[TD]Beyond Economic Repair[/TD]
[TD]Warranty repair (3 Months)[/TD]
[TD]Inspection Only[/TD]
[TD]Call Cancelled[/TD]
[/TR]
[TR]
[TD]Washing Machine [/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Washing Machine / Built In[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Washer Dryer [/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Washer Dryer / Built In [/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Dishwasher [/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Dishwasher / Built In[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Tumble Dryer [/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Cooker / Gas [/TD]
[TD]£70.00[/TD]
[TD]£70.00[/TD]
[TD]£70.00[/TD]
[TD]£70.00[/TD]
[TD]£0.00[/TD]
[TD]£70.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Cooker / Electric [/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Cooker / Duel[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Hobs [/TD]
[TD]£70.00[/TD]
[TD]£70.00[/TD]
[TD]£70.00[/TD]
[TD]£70.00[/TD]
[TD]£0.00[/TD]
[TD]£70.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Extractor Fan [/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Microwave / Built In [/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Fridge [/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Freezer[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Fridge Freezer [/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Fridge Freezer / Built In [/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[TD]£60.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Chest Freezer [/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[TD]£50.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]American Style Fridge Freezer[/TD]
[TD]£70.00[/TD]
[TD]£70.00[/TD]
[TD]£70.00[/TD]
[TD]£70.00[/TD]
[TD]£0.00[/TD]
[TD]£70.00[/TD]
[TD]£0.00[/TD]
[/TR]
[TR]
[TD]Range Style Appliances [/TD]
[TD]£80.00[/TD]
[TD]£80.00[/TD]
[TD]£80.00[/TD]
[TD]£80.00[/TD]
[TD]£0.00[/TD]
[TD]£80.00[/TD]
[TD]£0.00[/TD]
[/TR]
[/TABLE]

4. Warranty Cover

The Supplier will provide a standard three months’ materials warranty on all materials sourced from and provided.

In scenarios where Repair & Assure Ltd or the Customer requests a secondary service call after the initial visit, Repair & Assure Ltd will be instructed at the point of call booking that a call charge will be incurred if the Supplier’s assessment identifies fault conditions or causes outside the limitations of the standard warranty (Force Majeure etc.)

Repair & Assure Ltd reserves the right to undertake an ‘Assessment Call’ without prejudice to investigate any Customer complaints relating to materials failure or poor workmanship to assess if the complaint is valid. Assessment calls raised by a Customer for reasons outside Repair & Assure Ltd or the Supplier’s sphere of influence or responsibility and not covered by the standard installation will incur the appropriate call charge for labour and additional materials.

6. Area/Product Coverage

Please sign, date and return this completed Agreement to:

Repair & Assure Ltd

18 King William Street

London

EC4N 7BP

Please include a list of all areas in which The Supplier is able to provide its Services by postcode Area.

Please include a list of all products which The Supplier is able to provide its Services.

Repair & Assure Ltd would advise that a copy of this Agreement be retained by the Supplier for their records.

[Beever]

Re: Whirlpool MWN410M Microwave E5

He never gave me the service number to look it up for him?

[Beever]

Re: Whirlpool MWN410M Microwave E5

Do you have the service number from the machine?

[Beever]

Re: Bosch, Neff, Siemens Showing 1 min left syndrome

I have had a number of Bosch WFO type (with the small RED time remainder screen) finish with 1 min in display, this was caused by intermittent heating. The fault has been with the NTC. I have done around 20 now. Keep an eye out!! 😀

[Beever]

Re: Ise machines

We are / were a service agent for ISE I am also a wta member, I paid a cheque for the remainder of last year then you sent me a bill for this year that I have also paid .

I then sent you a pm requesting user name and password, I am yet to get a response.

Cheers

Ian

[Beever]

Re: Ise machines

I too am a trade member, and can’t see this post.

Please advise

Ian

[Beever]

Re: Bosch Washer, which pump?

Same part m8,
144511 was the original part
145338 solves troubles with fluff, reduced noises of snorkelling
144971 discharge height problems,1,5m comes with cover and damping rubbers

All will fit

[Beever]

Re: Servicenet

Thanks for the info Jackal, obviously I wasn’t aware of your background.
It just winds me up that this is all perfectly legal. It’s correct what they say about the law being an ass!

[Beever]

Re: Servicenet

Point taken Ken!

[Beever]

Re: Servicenet

Ps, I apologise if I have caused you offence, however I do feel that your abrupt response didn’t help the situation.

[Beever]

Re: Servicenet

Jackal, until your rather abrupt response to my first post I knew nothing about you. You may well be the expert on matters like this but perhaps you should brush up on your communication skills and not be so aggressive or stroppy.
I do not profess to be an expert in this type of issue, I’m simply trying to do what I can to bring them to book. The info in my first post was info given to me by companies house, they explained the more people to object to the striking off order would give them more of a reason to investigate the nature of the application as certain criteria has to me met. They are still trading from a new website branded as ServiceNet.

[Beever]

Re: Servicenet

Jackal wrote:Beever, knock yourself out after all what do I know!

J

Sent from my iPhone using Tapatalk 2

To be fair Jakal, the tone of your response to my previous posts was hardly likely going to be taken with no offence. It would perhaps indicate that you personally would just take it on the chin and let people like this continue un challenged. It’s a good job not every one in this world is like you.
People need to be prepared stand to people who treat others unfairly IMO.

[Beever]

Re: Servicenet

I don’t believe I have contradicted myself? GLG is only part of the problem, I want the director (Ms Laura Heron) made bankrupt and unable to trade. They have obviously spent a large sum of money on various websites to promote the various guises of the new entity TSG. This money I believe is money belonging to honest hard working people like myself and others on this forum that have been conned.

As GLG marketing is already no longer trading, and is effectively shut down anyway. By those that have been stung by GLG complaining to companies house, this gives them more evidence for them to investigate if the rules were broken and also pass information to the insolvency service to assist in their investigations. Should they find that Ms Heron (the only registered director) aka GLG tried to apply for voluntary de-registration in contravention of the rules they can then hit her with the full force of the law, not only that, but I’m sure they would also be very interested in the new company TSG.
Just Google 08444102014, same number lots of different companies with different names. Also check out another one of TSG / ServiceNET page http://www.dysonrepaircentre.co.uk of which I have made Dyson aware.

Doing nothing means they get away scot free, the more people that have a complain to make, the more likely they will investigate. I have a meeting with trading standards later in the month; I will keep any interested party informed.

I noted that NationalAppCare posted about credit checks using Experian, we do regularly check all of our larger accounts, using various credit referencing agency’s however nothing negative was shown for GLG.

[Beever]

Re: Servicenet

I’m sure you already know but check out
http://www.repairforyou.co.uk/contactus.html

Hello all, GLG Marketing have submitted a voluntary striking off request with companies house. I wrote to them sending a duplicate to the court docs, they have now suspended the removal of GLG from being removed from companies house for the time being. I understand that they are looking into Laura Herron aka GLG. I have been asked by them to get any other company that have not been paid by GLG to contact them as it is a criminal offence to request voluntary striking off if the company is insolvent. Its a very very very large fine and time inside.
Objections along with a copy of any outstanding invoices for ServiceNet / GLG
to
Dissolution Section
Companies House
Rrown Way
Cardif
CF14 3UZ
Tel 03031234500
Please ensure that your letter quotes GLG Marketing, whilst you are writing to them, please explain that you were not made aware that they had requested voluntary striking off as its a requirement by law of GLG to contact all creditors and make them aware. please also make and objection to the request of voluntary striking off.

Last week we were granted a county court judgement against them, not that that means much but the more people that complain we hopefully can get them shut down.

As they say, volume in numbers.

[Author]

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