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Re: Compensation Issue
Well a second letter has been sent which is along the lines of what Martin suggested. It contains no mention of compensation and it will be interesting to see the response.
I will keep you all updated !
Thank God its the weekend 8)
Re: Compensation Issue
Having written to the customer they replied today here is what they said.
I appreciate that you offered to send an engineer on Monday 27th and that I declined you services as:
1. I had investigated and solved the problem myself and
2. I am a self employed Taxx Driver and time is money. I had already spent considerable amounts of time waiting in for the engineer before and after the repair wor was carried out and you will appreciate I spent hours on Saturday drying my home out.I also understand that the repair work carried out by you did not involve the part of the machine that failed on Saturday, however it does;nt take Einstein to appreciate that during the transporting of the machine the movement caused the hose to become loose and then detach itself when I tried to use it.
I am not saying that this as deliberate or caused by lack of care, however the end result was that I paid you to do a job, in good faith and my home was flooded and I lost a considerbale amount of working time.
I do not consider it unreasonable that instaed of telling me your point of view you should understand mine and reconsider my suggestion of fifty pounds compensation.
Well there we have it, We do have sympathy with the guy, but he has decided that the transportaion of the machine is the sole cause of this incident, How does he know ?He admits that he declined our services, he also admits to messing with the appliance,
My concerns are not the fifty quid but more over it is a admission of liablity and any subsequent events may be laid at our door as well.
It a load of bother no doubt and paying him the money may be seen as an end to the matter as he has said. But what If having paid him the compensation something else happens, he would be on our backs for whatever that was and any solicitor could say, well they were obviously liable becuase they paid you compensation in the first place and they are also liable for whatever else.This customer also only reported the kitchen floor origianally but now mentions that his home was flooded,
Any Thoughts?
Re: Compensation Issue
Your insurers would be forced to accept liability and pay the claimant in a case such as thisYour insurers would be forced to accept liability and pay the claimant in a case such as this,
Martin have you considered setting up a insurance company ? Using your view as above, for every customer that you had underwritten and who subsequnently had a possible claim you would be paying out! How long would you be in business I wonder. Insurance companies provide cover for the risks that they underwrite and just because someone issues a claim they DO NOT automatically pay out.
Someone has also enquired if the machine was tested on a rinse prior to delivery to the customer. The machine was tested on Various Complete cycles to ensure correct operation with without washloads and with. At the house it was filled on a mixed fill cycle and pumped out and refilled on rinse cycle and pumped out. How could one do anymore I ask ?
As an update I have written to this customer and outlined our position and in particular that they have tampered with the appliance and that they have declined our offer to perform an inspection. I have advised them that the only reasons a hose such as this could become detached under the circumstances is either that the clips were not fitted, which incidentally the customer has already confirmed that they were or that a water pressure problem was the cause but that although we have sympathy with them we cannot be responsible for the water leak.
I have also drawn a comparison that if they had had a new battery and alternator fitted to thier vehilce and subsequently a power steering hose became detached would the garage accept responsibilty?
Martin has made a few suggetsions about just handing money over, consider this Martin. If you had this customer who did not want you to recall and ascess the fault and any resulting damage you have said that you would pay up without any further question just to get rid of the problem. What then if having paid this money which WOULD be deemed as compensation without doubt, that 2 weeks later the hose detaches once again and this time not only floods the place but where this customer has been tampering inside the machine he has caused a fault whereby his spouse requires the services of the local mortuary service ?
How much would you be prepared to pay this time ? Hm !
We have no proof that this hose came off, we have no proof there was any damage ? The customer has no proof that we were or could be responsible, and I can assure you that when the backplate was removed it did not loosen the hose, I don’t know how you remove a Indesit backplate but its my guess you would have to be pretty awkward and hamfisted to foul the hose in the first place.
The onus is on the customer now to not only substanciate his claim but also prove that we were actually responsible in the first place.
I will report when I have heard further chaps
Re: Compensation Issue
It was a Indesit, Like you I have seen hoses blow off like that but having coupled the fill hoses back up and testing it on a rinse and spin it was working fine.
Either way if the customers water pressure was responsible the reason and cause is external to anything we have done. How can one say that that hose would’nt have detached itself anyway ?
I suppose if we get the chance to inspect the matter it will end up their word against ours? the guy is a cab driver and he could spread bad vibes about us but then again even if he did obtain a payment for compensation he would still spread bad vibes. Can we ever win in a situation like this I wonder !
Re: Compensation Issue
Thanks for that, I will contact the customer tomorrow and inform them that I wish to arrange to look at the machine, the possible cause of the fault and the damage if any.
I will not give them advance warning of the photography session as they may have the idea to set the scene.
If when I call they refuse the photo session I can leave and tell them that I will not consider the claim further.If they do agree to the photos I can use the reasons you have given and play for a bit if time before I say we were not responsible and there is no proof that we were.
Re: Salt in dishwashers
Thats a good post andy and how the Monoblock functions, it seems top be a trend these days that the all singing dancin tabs do the job, but how could they ?
The resin would eventually become a solid mass preventing fill of the dishwasher ( which I have Seen ) and I advise my customers to fill the salt every ten cycles if the dishwasher is used once a day.
most of the indicators only flag up when the level gets very low by which time they could have doen ten more washes with low salinity. As for the tabs most people I come across are having washing problems of one sort or another and I always advise the rein- statement of a branded powder and rinse aid. They never seem to call back with further washing probs !
Re: Compensation Issue
I was hesitant to take on this call and as with all this things the customer lives on the perimeter of our service area, their never round the corner are they ?
I think that we will insist that we have the opportnity to gain access asap and have a look prior to any further comments on our position in the matter. In any case I cannot see that we are responsible especially as we did not have cause to dissassemble this part or anything in that area of the appliance and that if the cause can be proven to be a water pressure problem we would not be responsible. The customer would then have to treat the matter as a accident and claim on their own insuranc if they so wished.
I am also wondering about the Guarantee aspect of this job now, would you say thay as the customer has tampered with the appliance that any guarantee is null and void ? After all if someone got injured or his premises burnt down tomorrow we would have no way of knowing what may have been done.
I just love this Job ! Next
Re: Compensation Issue
my sentiments entirely, they could have thrown a bowl of water over the floor for all I know!
Seriously though thinking about this if that hose did indeed come off as the customer has stated and the clips were in place I am thinking that incoming water pressure could have been the culprit and that the pressure blew off the hose.
From the customers point of view they may well be saying ok but if thats the case how is it that it only occured after YOU touched the appliance !
Re: Washing trainers in washing machines
If you look on the program legend on the machine front which cycle is the trainer cycle ? come to that where in the user manual does it refer to the washing of footware such as trainers?
I have not come across a manual as yet which advises that the washing of trainers is recommended someone else will probably correct me and this is just my opinion.
Re: ‘kin useless call centre
Call Centres, the bain of an engineers life ! remeber those days I do, days when when I was allocated a AM call in Newcastle, I rang in the call centre and asked them to take the other 10 jobs off as I would not have the time to do them. They were surprised, when I reminded them my area was kent they took the job of reluctantly.
Days when I travelled 28 miles to a job, whilst inside doing the job there came a knock at the door. I hear a guys voice say Goodmorning, I;ve come to repair the Dishwasher, I called out and said your too late mate its all done. Yep it was another engineer from my team allocated the same job. We laughed, when we came out of the job to get in our vans another engineer from another area team but same company pulled up acrossed the road with a job three doors up from where we were!
Nothing like optomisation I say.
These days I take my own calls, book them mostly to suit me, and have none of this and I would not go back. Sure we get problems but there not problems that are inflicted upon us by people with no idea of the job.
🙂Re: Arsiton A1436
Hi,
I have had further chance to spend with the machine and by having an opportunity to plug the Merloni Test Module into the diagnostic port F02 was appearing as well as F07. Motor tacho was indicated as well as NTC/ Heater malfunction. Have tried a new motor, did not cure problem, have reflashed the PCB Eprom and recoded, Then showing FO3 !
Have fitted new PCB and reprogrammed PCB and still faulty, turns out the wiring harness between module and motor/heater has breaks in it causing all manner of error codes as above. Awaiting new harness which shopuld be the end to this one. It transpires that Merloni have a service sheet on this very problem. 8)
Re: Arsiton A1436
Hi Nige
I will double check the Insulation on the element and have another look at the spinning.
Ta
Re: How Busy Are We
Seems a mixed bag then ! Our High Street is very quiet at the moment with nearly all the shops complaining of a downturn in customers, thats the dentist, card shops, hairdressers, florist, the pubs, as I say evrybody regardless pf trade seems to be struggling for customers.
At the best of times there’s not much ryhme or reason to trade but at the moment its just like someones turned a tap off! Although interest rates are only 4.5 {e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} held again today by the BOE , I really do wonder if everyting like all the Taxation and huge utillite bills are finally depressing this entire market. With hikes in the Gas and Electric, Council Tax, Wages static I have wondered where it would lead. perhaps the economy is in for a rough ride.
