[Del]

Re: Charter Update

I think some things have to be a little open ended as we can’t cover every eventuality and I truly believe that sometimes things are best left up to to the guy on site. Remember that all of our members are already running their own businesses and have their own terms and conditions in place.

We have simply laid down a basic framework for ukw members who wish to recieve jobs from Repairs@ to follow.
If individual members wish to give additional benifits to their customers they are absolutley entitled to do so. it is their business after all.

I’m sorry your confused perhaps that’s an unhappy state that the rest of us will reach in the fullness of time 😆

Sean

[Del]

Re: Charter Update

Martin wrote:

To move on if I may, I propose an additional clause be added under ‘Service Calls’ to the effect :-

8. If it is deemed necessary to remove an appliance or part of that appliance from the customers premises for workshop repair or replacement. It must first be authorised by the customer, signed for and a receipt given.

The preceeding clause (7.) could be reworded (slightly) thus : Any used parts and packaging remain the property of the customer and should be left….etc etc…

On the face of it this would appear be reasonable inclusion but it opens up a whole new can of worms.

I think that in future we will see far less removal of appliances from peoples homes for several reasons.

1) if the appliance (on futher investigation back at the workshop) is deemed by the customer to be BER you then have the problem of trying to get it back to the customer. Who very often then wants you to dispose of it. When the WEEE directive comes in next year this will be a real headache.

2) You then require a waste carriers licence.

3) Most whitegoods wiegh over 25 Kg so unless you have two guys in attendece you will be in contravention of HSE rules, unless you can get assistance from the customer. If the customer then injurs themselves whilst helping you, then who is responsible ?

4) There is the issue of damage caused to the appliance whilst in transit.
we’ve all had customers trying it on with pre existing damage.

5) What do you do about the customers written authorisation or documentation when you have been left a key for access or have been let in by a nieghbour.

These are only a few points off the top of my head. The problem is, that as an individual you are on the sceene and can make a judgement call.

But when you are writting a set of rules for others to abide by it isn’t that simple you have to run through every conceiveable senario because others have to abide by rules that you have set down on their behalf.

My own take on this proposed clause, is to leave well alone and allow members to take their own decision on wether or not to uplift appliances along with their own individual policy when doing so.

With regards the proposed changes to clause 7 I actually agree with you but it was worded very carefully to be open to interpretation on behalf of the member.

Sean

[Del]

Re: Charter Update

Martin in a way you contradict yourself, by first of all saying that there cannot be any exclusions. You then go on to say that there can be exclusions provided they have been pointed out to the customer before hand.
But isnt that what we are doing by pointing it out in the charter.

We all have different nieches in the market and Chris in particular has a very high proportion of rented accomodation in his area.
We all know that people rarely look after appliances properly even when they own them let alone when they belong to somone else.

By wording the charter this way for a very small set of components. It then lets the member take a ballanced view of wether this is due to misuse or as Alex say’s to investigate if there is still an inherent fault on the appliance, or down to missuse with the pressure off.

Believe it or not over the last few months the A.C. has had battle royal
over several rules within the charter, and as you have no doubt guessed this was one of them.

We have I feel, to look at the charter in the round. For the most forward thinking members they will not be a problem but for a great many others we will be raising the bar on the terms and conditions they now offer.

With regard to Alex’s other question about disconnection of dangerous appliances the rule does actually state that this has to be clearly documented and the customer informed.

Sean

[Del]

Re: The health risks connected with the use of salt in dishw

The other point here Douglas is that the guys that help out in these forums are what they are, service technicians.

We dont design these appliances we only service and repair them. So perhaps your question would be better directed to the manufacturers.

I have to agree with the last post in so much that I do not (and never have) recommend 3 in 1 or 4 in 1 tablets.

IMHO They are a gimick and joke that cause a lot more problems than they to solve. but then perhaps the Great British public may have a far higher developed sense of humour than I.

Del

[Del]

Re: Charter Update

We thought about that, but an anwer phone is too simplistic as there are now several ways and options for contact telephone messages to be redirected.

The important thing is that there must be a staffed point of contact for the customer to reasonably reach during normal business hours.

Sean

[Del]

Re: Hygena dishwasher casing live !

You should have the plug and socket that supplies the appliance tested as there must be an earth problem for you to get a shock from the appliance. To do this properly you need to be proficient in the use of an instument called an earth loop impeadence tester.
this is a job for an approved electrician in all honesty.

Del

[Del]

Re: Creda C361E Timer

Timers are not really a serviceable item. The only realistic option is to replace the timer unit.

Del

[Del]

Re: Homark grill not working

Hi,

Sometimes when an element blows it can also take out other components such as thermostats or selector switches. The surge of current under fault conditions can melt, blow or fuse, the contacts on any of the components that are in circuit at the time.

Del

[Del]

Re: Corgi

I think the point that Dave is trying to make is that :- Does UKW Ltd have to be corgi registered in it’s own right rather than relying on NWAR staff ?
My own qualifications will be up for renewal next year so we need to make a decision.
Sean

[Del]

Re: Sanctions

The more I think about it the more i’m convinced that all we need to say is that there are three levels of sanction.
Censure, suspension, expulsion.

Each individual case would be judged on its own merits as every one would be different.

The only thing that we should stress is that each case will be fully investigated as far as is possible and that any reasonable doubt would be granted to our member.

Sean

[Del]

Re: dishwasher salt cloudy dishes?

Check that the salt container cap is screwed on correctly and that it is not cracked or damaged in any way, as you should not get any salt water in the cabinet.

Even in a soft water area you should use salt at its lowest setting to keep the regeneration unit in good condition.

If the machine has been used with the cap off, it may have damaged the unit.

HTH

Del

[Del]

Re: UKW CHARTER (amendments)

Full amended charter draft ii for approval

Dealing with the general public (Amended draft)

PART 1

1. To be courteous and professional at all times.

2. To be presentable to the public and be clean and tidy
both in appearance and in any work carried out.

3. To be contactable by phone, fax and email.

4. To communicate clearly and simply with the customer on all
issues relating to the repair in hand.

5. Carry a minimum of 2 million pounds public liability insurance.

……………………………………………………………………………………………

Part 2 (Amended Draft ii)

1. Shall always endeavor to remain pleasant and polite to customers at all times.

2. Should treat customers with courtesy and respect.

3. Should remain as open and transparent as commercially possible with customers

4. Will do as much as possible to accommodate the customer’s wishes and preferences

5. A landline contact number must be staffed during office hours or an answering service made available. An answering service should also be made available, out of office hours wherever possible.

6. Messages left by customers must be answered within 1 working day

……………………………………………………………………………………………

Part 3 Amended draft

Call handling

1. Contact the customer as soon as possible, when the call has been received via fax/email, generally within 1 working day.

2. If your contact attempt, is met by the customers own answering machine. Then leave a message advising of your call.

3. Offer a call (where geographically possible) within two working days (48 hours) or a timed (AM/PM or other by arrangement) per the customer’s requirements or by mutual agreement.

4. If for any reason the call cannot be made as scheduled the customer is updated at the earliest possible opportunity and an alternative given.

5. If contact by phone or email is not possible, then a postal system should be used after 3 attempted contacts over two working days.

…………………………………………………………………………………………..

Part 4 Amended draft (ii)

Service calls

1. An appliance must be reasonably accessible to the engineer for repair, if it is not and there is any danger to the homeowner or the homeowner’s property the customer is to be advised and a mutual decision taken on how to proceed

2. All Members should adhere to current Health & Safety requirements as stipulated in law.

3. A best attempt is made to rectify the customer’s appliance should be made on the first visit negating the need for a further service call (in conjunction with 4.)

4. Always leave the customer’s appliance is a safe condition with no danger to the customer. If this requires the disconnection of the appliance then the engineer undertakes that responsibility of disconnection and documents this clearly as well as appraising the customer

5. After repairs the appliance is checked for function (specification test) and that it is in a safe condition for the customer to use

6. Wherever possible the appliance will be replaced back into situ as was or the customer fully appraised of the reason/s that this is not possible

7. Any used parts and packaging will be left tidy for inspection and correct disposal by the customer, in line with current legislation

…………………………………………………………………………………………….

Part 5 amended draft (iii)

Spare parts

1. All parts & labour on repairs will be guaranteed for a minimum of 6 months from date of purchase
With the exception of one shot safety devices, plastic parts, or where the appliance has been subjected to misuse

2. Any spares required to be ordered, shall be ordered within two working days
of the visit

3. Any information of delays with a spares order notified to the repairer will be relayed
to the customer as soon as possible

4. Customers will not be charged for spares that they did not authorize and specifically
request.

5. Customers will not be charged for missing or damaged spares

…………………………………………………………………………………………….

Sorry i took a while to get back as i’ve been away all this week.

So as requested i’ve deleted 1 .5 and remamed 1. 6 as 1.5.
I’ve run it through spell checker too for good measure.

If everyone can signify in the usuall manner, if they are happy with it .
I’ll also ask admin for their input on a final check to make it’s approval universal.

Can I just add a big thank you, to all involved, for all the input.
To admin for coming up with it and a.c. for dotting the i’s and crossing the T’s.

I believe we now have a document that is fair to all parties, whilst at the same time it will help to give our members a higher perception to the public, of being fair traders.

Sean

[Del]

Re: Masterlux wont wash carpet.

Hi,
Any chance of the exact model number as there are several models in the range so we can try and get you more information. It shouls start with the letter Z

Del

[Del]

Re: UKW CHARTER (amendments)

Do you know your bloody right as always you old sod
must have missed it as I broke it up into seperate sections to make it easier to deal with.

I’ll copy and paste the whole thing into MS Word to check for spelling mistakes and then back again. But before i do that can you guys decide which section you want me to remove the HSE compliance statement from.

Also can someone just confirm that corgi requires a minimum cover of 5 million.

Cheers

Sean

[Del]

Re: EMW

I know we’re all after the same thing and things have to change a little along the way as we are obviously growing into a corporate animal.

I sometimes worry a little too much about not forgetting those that gave us their support to get this whole thing off the ground.

I do take and fully accept your point about deleteing post’s, but I can also understand as I share kev’s frustration regarding wholesalers and trade suppliers jumping onto the retail bandwagon, without any regard for the trade guy’s who have supported them for years.

I also fully realise that they are sufferin too, due to people replacing product rather than repairing, but it still doesnt justify suppling public at our prices.

I’m not getting excited (honest) just offering another viewpoint is all. The one thing I have learnt about you twats is that if I were ever to be regarded as a yes guy, I’d be history.

Conference to night no probs.

Sean

[Author]

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