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Re: Can anyone confirm…
kwatt wrote:That NESN have indeed served notice to Electrue? 😯
As it was me that was told this, no it isn’t confirmed as yet, apparently JT has given notice or terminated on the grounds that the admin has been taken away from NESN (did they ever actualy do any admin 😕 ) and if so, he/they will no longer honour the contract.
We’ll see.
Dave.
Re: Reports, Reports, Reports
Frankly yes I am fed up with it.
It all adds to the costs of handling the call in the first place, a part of this industry which is sadly overlooked by many when pricing repair costs, administration.
Dave.
Re: NESN & Rejections
I was wondering when this would resurrect itself again
I have one little ongoing beauty that may be of interest.
We had an extended warranty call passed to us in April of this year, when I phoned the customer it turned out that the call had already been passed some weeks before to an NESN franchise agent and the customer had been waiting all this time for spares to be fitted. Luckily I know the franchise (now ex-franchise) guy and asked which parts were required, which I promptly priced and gained authority to proceed from the insurer, and informed the customer accordingly. Approx three weeks later when the spares arrived we tried to make arrangements with the customer to fit the said parts, only for her to inform us that the insurer had decided to replace the appliance, not because of the price of the parts, but due to the excessive time it took NESN to obtain the parts for their franchise guy. Add to this the time it took for us to deal with it, one unhappy customer, understandably and us now stuck with over £100 worth of unusable spares, specially ordered and non-returnable.
As this was not our fault and wholly the problem lies with NESN I invoiced the call at zero labour so we would be reimbursed for the spares. Guess what, call rejected as appliance was replaced, now rejected three times, even though I have informed all parties of the situation and this was completely beyond our control, nothing has been done.
I will speak to the insurers myself once more and hopefully resolve the matter, which I doubt frankly.
I’ll let you know how I get on.
Dave.
Re: Most ridiculous part price
Indesit washing machine around £190
Motor list price £101.16 inc VAT.
Module list price £97.40 inc VATDave.
Re: Most ridiculous part price
Servis washing machine between £200 and £250
New Motor dependant on model £185 – £250 😯
New Module ” ” ” £65 – £115 😕
Dave.
Re: Profit & Loss
Yes I like this topic as well. 😀
It has to be said that this is probably the most important topic that has cropped up in one place in these forums. Most of what has been spoken of here has been mentioned in one way or another in other places and in different ways but not in such a comprehensive manner.
I have to agree totally with the main topics here and cannot really add too much to what has already been said, only to add my own findings of late.
We too relieved ourselves of a large contract earlier this year which made up approximately 30{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of our total service work, a frightening prospect you may think, think again, in less than three months our chargeable work has increased to such an extent it more than compensates for any losses from that contract. The total turnover may be down, but profits are up, and payments are almost always immediate (one payment on the nose is worth two that take three months to materialise).
What also put the frighteners on me was listening to potential customers on the phones not accepting a service call because we could not respond quickly enough, very likely the customers it has taken twenty odd years to gain, only to loose them because we are committed to a contract that doesn’t even make us a decent profit. So there are two choices here I believe, you either employ more staff to cover the extra workload, or loose the workload that makes no money. Not a difficult choice, and as is now an infamous Scottish expression it is a “no brainer” in my opinion.
I have also managed to gain a few more, maybe low volume but more highly profitable quality contracts, which I would not even have thought of taking on before this year. Unfortunately (and hindsight is a wonderful thing) I actually turned down a fairly good contract at the beginning of the year in favour of what turned out to be, not only non profit making, but an absolute administrative nightmare as well.
The trouble I found was, and many of you may find the same if you sit back and take a good look; I was too busy running around disappearing up my own arse, making no money on some contracts, in fact probably loosing money on them to realise what was happening until you stop and take stock of the situation.
If the manufacturers and WP’s want happy customers, supported by a loyal, experienced and professional team of agents, they will have to start paying for it, the seeds of discontent are already starting to sprout, they have been sown for years. It’s not just us lowly engineers I am talking of, on a daily basis I receive calls from unhappy customers who cannot get a decent service from their insurer or manufacturer, why is this? Because we have started to wise up and there aren’t many of us left who will put up with the nonsense anymore.
We all have a common goal, happy customers, plain and simple. Good service equals increased sales equals happy manufacturers, good service equals happy customers equals reduced complaints, happy everyone. You can’t please everyone, we all know that, but you get what you pay for at the end of the day as the old saying goes.
Just a few thoughts.
Dave.
Re: White Knight
ted wrote:going rate starts at £45.00 plus…..
I think you may get a cool response to that one Ted 😉Dave.
Re: Why do Customers ……….
….who also happen to be pensioners always have their hair done the same day as they want thier appliance repaired, but as you can’t possibly see them in rollers having a blue rinse, you have to avoid at all costs the times when the hairdresser is there.
If you make a suggestion that perhaps they rearrange their hairdressing appointment 😯
You’d think that you were suggesting they sit through the blitz again. 😉
Dave.
Re: Assisting our Colleagues
I agree with all the sentiments here, and we definitely should not help the likes of NESN etc when they are not prepared to help their members. Most of us know this from experience, if they were a building company I think Watchdog may have got hold of them by now for being bodgit and scarper merchants.
Alex, FFS don’t ply bonzy with beer, you never know what might happen 😉
That said he was very gracious over the whole thread when i spoke to him 😀
Dave.
Re: help
Ted, I have you’re knob 😆
It fits in a VERY small jiffy bag, and is in the post today, I’m sure you will be glad to recieve it and put it to use.
Dave.
Re: Electrolux group automatic washer/washer dryer configura
Alex wrote:I’ve tried and it seems failed miserably to get my point across.
No you haven’t, I totally agree with you, and I would assume most others here do as well.
This debate can go on and on, but, as you say it doesn’t help Bonzaco, and he shouldn’t be in this position in the first place, my “problem solved” note only meant in this instance to help Bonzaco get his repair sorted, not problem solved over the actual situation.
Alex wrote:The other point is, what was wrong wrong with the GDA manual?
I don’t know I haven’t seen it, if it is a photocopy of the original, then all I can offer is basically the same thing with a couple of additions I have made myself. 😉
Alex wrote:I’ve come to the conclusion I’m peeing against the wind.
See above.
Dave.
Re: Electrolux group automatic washer/washer dryer configura
ted wrote:One of our members needs help and I’m ashamed of those of you who can help and play politics with him.
Ted, I tend to agree with you, I don’t think anyone is denying that we should help Bonzaco here, I have already passed the information that is the very subject of this thread many times to people who are members of UKW and on the mailing list.
As you say though, it has got that member a little tied up in the politics here which should not have happened.
Anyway, problem solved, I have spoken to Bonzaco and I’m getting the relevent information off to him today.
Dave.
Re: Electrolux group automatic washer/washer dryer configura
eastlmark wrote:Forgive me for interfeering, bit is this information not on the TDS offline disc?
Yes it is, I have one mainly because we sell a lot of spares.
If you have the contract to carry out work on these products it should be supplied FOC by whoever is responsible for the contract in my view.
As mentioned, I have a disk full of stuff from ISDAL, anything I need from AIS is faxed to me, Servevast supply a technical disk, all of which I do not pay for.
Dave.
Re: Brandt/Ocean bearings
Mark, I don’t know if it’s any help but we have done three this year and all three times the two bearings were the same size, part number 55X2513 which supersedes to 55X2512. I will try and find out what size they are, but I do remember they were big mothers, possibly 6306 or 6207.
BTW, don’t be tempted to order the bearing spider/housing as I made that mistake as it is cheaper than buying the bearings and seal seperately, it doesn’t come with any bearings or seal 😯
Dave.
