Forum Replies Created
-
Posts
-
Re: I think Kwatts wrong
I’m often wrong, it’s nice when people point it out, I just love to argue my case, brightens my day more often than not. 😉
The article is written from my perspective and reflects my take on the issue, it also needs fleshed out a bit. That said, the facts are to my knowledge correct and the article written in a realistic view, not the rose-tinted view of consumer law presented by various magazines, tabloids and consumer programming on TV.
I would argue that, while we are on the consumers side to a degree we are also employed to save the manufacturer money. Whilst that at times is a bit of pain, it is the reality of the situation that anyone carrying out manufacturer service is in and it also presents a bit of a conundrum at times. Many manufacturers and, note I named none on either side of the fence, simply will not exchange an appliance whereas others have no issue with it if we advise that it is a preferential course of action to take. However I know that there are agents that abuse that option when they hit something that’s a bit difficult, or get a difficult customer.
I will generally place the responsibility of that choice squarely with the manufacturer, I will offer an opinion but that is all it is, an opinion. That is what being brought up in a culture that respected the manufacturer and that respect was mirrored back the agent, teaches. You work together and resolve the issue in the best possible fashion for everyone.
The problem is these days that customers seem to think that it is their God given right to have a new appliance the second that something fails on the machine, which in reality is untrue. They also seem to think that having the appliance replaced will be quicker than a repair, which is a falicy at best. In addition they also, in many cases, seem to think that a replacement will solve, magically somehow, any installation issues with a new appliance.
Frankly, I find consumer’s attitudes ludicrous, their expectations way above what they can expect and their perception of reality seriously warped. This article merely serves as a wake-up call for anyone that reads it.
Interestingly, unbeknown to most of you, Richard and I had discussed this subject earlier in IRC and I tried a little experiment with a customer such as this, which proved to be very interesting.
I’m sure MFI wouldn’t mind this too much, sorry guys it was one of yours that called first wanting a swapout. 😉
I had a customer we had been at before and replaced a hose as it had split and the machine was leakin, admittedly not too long ago. However, this call was for a “no spin” fault and unrelated.
Of course the customer wants a new machine as it’s only a few weeks old, so I explain to the chap the facts as per the article I wrote and he actually came around to a repair rather than replacement. So MFI win.
Even if the manufacturer has to pay me another service fee, was that not worth it to save an exchange? You see, there are several points in this little experiment and, before someone says anything I have and could repeat it many times over, but the important one to me is that with the proper information explained correctlty the customer is happy. To me in the end, that’s all that matters.
But i’m more than happy to debate this if you like. 😉
K.
LOL, I thought it as only me that did that, as well as filling the passenger footwell with assorted discarded food wrappers. 😉
Welcome to the site by the way.
K.
I nominate…. Jason again, he’s good at that sort of thing. 😉
Suppose I’d better tell him though. 😆
K.
Actually while we’re on this kick, is anyone else wanting to come along to the most unofficial meeting you’ll ever attend? 😉
K.
Re: Plastic “Y” Connectors
Isn’t it amazing how these threads drift, it’s great.
The old Candy lid system was a source of constant irritation to we poor suckers that had to fix them and yes, the wood swelling was a problem if it got wet. The only option was reverting to the best tool in the box, the hammer.
As for lifting a Candy tank out, I never found it a problem as after you’d done a few it was okay. Of course in those days you could afford to employ a trainee who could always go out and give you a hand with it, now you have to really have two bodies there at great expense to do such jobs. And yes, I know you can do them yourself but you are actually breeching EU H&S by lifting over 25Kg, therefore you cannot legally ask one employee to do the job as you’d be open to being sued. Nice eh, not many of us ever think on things like that.
You can put it on it’s back and slide it on a bit of wood though, but you still have to lift down and lift up the entire appliance so again you could actually still be in breach of H&S.
That should give you something to think about when setting the rates for such calls. 😉
K.
Good call Ian, both Trevor and Li (pronounced “Lee”) have done loads behind the scenes keeping things running and I too think it’s only fair that we offer them a little something at Christmas.
Superb idea and we’ll do just that.
K.
Yeah Tony, thanks. I am an FSB member and if required I will go down that path but I have been advised to shut it basically for now. Not that I will as that would just be too out of character, but I have to mind what I say for now.
However I have had no reply to my email which I think shows the level of seriousness that is placed upon the matter by Bradshaws and the respect that they have for service agents. Or is that contempt? 😕
K.
Fame may come your way at last though P, I mean keep it up and Sky will be sniffing around wanting to do an hour long special, “When Washer Repairs Go Wrong…”
K.
What hacks me off with these twats and others like them is that they think they can just ride roughshod over the likes of us.
Well I hope I’m the very bastard that will blindside them and prove them wrong. In the process, with any luck, displaying to others that they do not have carte blanche to do what they want.
K.
Re: Plastic “Y” Connectors
Next time P, sell tickets and take a camcorder so we can all enjoy. 😆
K.
Bosch mid-range stuff gets a good rating from the guys on here as do Meile, but Meile is out of that price range I’m afraid. 😕
Avoid Servis, Indesit, Ariston, Hotpoint, Candy, Hoover and a slew of other cheap machines.
Other than that, honestly, there’s really not a lot to choose between them in the mid range it seems.
Hope that helps you and sorry if the post seemed a bit brutal, but its the truth as I experience it and I’d far rather give that than lead you astray.
K.
Yes P, but they are not foolproof nor any more reliable IME than the old way of doing things, as experience has probably taught us all.
But you are quite correct in stating that it all comes down to production costs, it’s bugger all to do with anything else.
Many moons ago I had a go at Candy as for the Electra branded fridge freezer range they did a nice green tint to the interior fittings, it was nice at the time okay. Anyway, the sales director explained that to do it across the range which would maybe or maybe not have enhanced sales would cost £1 per unit which I thought was insignificant. Until he pointed out that they would have to apply that to 100,000 units a year minimum, that opened my eyes to the importance of production costs.
K.
