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Re: Expert Appliance Care
Just a brief line to say, the very best wishes for all who worked at Expert Appliance Care & also thanks to all the Sub contract engineers who worked with Expert.
I do sincerly wish that everyone has been able to find alternative employment & work.
Steve
Service Centre Manager ( Expert Care)
Re: Expert Appliance Care
As far as I am aware those who are setting up GTI, are well aware of the implications with the IR over the source of work and as far I know the engineers involved would not be working just for GTI.
But the point I was trying to make was that office staff, engineers & managers are coming out of the closure very poorly. Iceland may be whooping for joy for a short time, until they realise that Expert was the best support to appliance sales they had, as Iceland was unique in that a commercial level of service was offered in a domestic enviroment. This aspect can no longer be achieved or promoted.
As to a number of manufactuers, I just wonder where they believe they are going to place the refrigeration calls. As the available agents who do refrigeration are finite and the demise of Expert is placing a large volume of calls into a small pot.
Re: Expert Appliance Care
Seems to me a lot of people seem to be getting a good deal here except the ones that actually do the work. No change there then eh?
Ken
One thing I can say with confidence, is that no-one including management is gaining anything out of the close down of Expert.
That is except for the manufacturers who about to develop a major headache.Re: Samsung – Gbdar/EAC
Yes it is true EAC are handling the calls for Samsung laundry and GB dar are the repair agent.
Yes the volume is low but has been increasing steadily over the last couple of months.
P.S Samsung are pulling out of microwaves in the UK this year.Re: Is this the reason for part p?
I,ve always found that most school teachers have been electrians, engineers & bar room lawers.
But as I always say ” Those who can do and those who can,t teach”
Re: “New” Coverplan
Sorry all, but due to not paying attention my Grammer was terrible in the above post.
Never the less the sentiment is correct.
Re: “New” Coverplan
Costings to Gaurantee the service level for the new DSG scheme I understand were given to DSG by both national service providers and Manufacturers. However it transpires as usual that DSG are only interested in a fast buck and no or minimal cost, and their feign an interest in customer service.
They in business soley to generate as much profit as possible for the shareholders……..something they do do well.
So they introduce the new scheme aware that no one can realisticly work to. Inform all concerned that they cannot pay the prices quoted….But tell the manufacturers that if wish to sell their goods in DSG or any of their controlled stores in Europe then they will have to pick up the cost and service delay penalties.
The result this will squeeze even further the manufactuers, reduce the viability of repairs to an increacing range of products………………………………….and of course at the bottom of this is the repairer, who cannot invest, recruit engineers ( after all who would come into service now, when for less effort and skill you can earn more elsewhere) and struggle to deliver a high level of customer service to a customer base demands higher and higher service levels just because they believe all the hype they are given in the stores by sales people, soley interested the sale and not the customer……….
Thats why I buy from independants
Re: Why do Customers ……….
I just love ” Teachers” they normaly buy the cheapest products, think they have brought the best, ( they have done the research). Complain like hell when it goes wrong, then demand that you the repairer will call of an evening, or the weekend but not Saturday as they will be out but Sunday is fine as long as it is betwen 10am and opening time at the pub, and when you say NO, they demand this because they are teachers and if you will not acceed to their times then they demand you bring a replacement.
My father was a teacher for many years until his retirement and like 99{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of all teachers exist on a different planet to the rest of us
Those can do those who can,t teach
Re: Bernstein!
“Dave_Conway” wrote:
has anyone got a contact number for eac
The service centre manage is Steve Beaman on 01244 877520.
HTH.
Dave.
The number is 01244 877594 not 877520
Re: The Contractor’s Contract
K
We of course all have our own opinions based on experience, however the number of compliment letters from customers, sub contractors, manufacturers etc on our notice boards would suggest otherwise.
Added to that of the recent extra 22 sub contractors we have added to our existing base, 16 have no problem in our system and therefore can be paid the following week, as to the other 6! I hope to try to seek some kind of solution as it is in no ones interest to just spit the dummy out and seek an alternative subcontractor.
Yours and other threads do raise some very valid points that deserve to be given ( and will be) some thought the aim being to seek to build both trust and respect and an enviroment all can work together . Presently I see warring factions.
Steve
Re: The Contractor’s Contract
Quote:
It is my opinion that most WPs have little idea of distances, local transport problems and repair times and prebooked calls are a no-noI can only speak from my perspective in that having worked travelled all over the uk myself that the understanding of distances times etc etc are part of the ongoing training given to all call takers and work schedulers and in addition to this where sub contractors are used is to ask what areas they cover and build this into the booking system.
Having operated this way for a few years I have found that:
1/ We can pre book an appointment ( the customer knows when an eng will call.
2/ Give the sub contractor 3 days notice of the call(s) up to the agreed level of call volume ( this does vary depending on how many engs the sub contractor has)
3/ Receive back the results of each call the day after and either order/ despatch parts where required and process the completed calls to pay the sub contractor.By working this way I have found the customer does not have to keep phoning to find out when an engineer will call, as they already know. The sub contractors knows 3 days in advance what calls he has. And the sub contractors get paid quickly.
I have tried the method of informing the customer that the engineer will be in touch to arrange an appointment, and suffered the fallout, customers repeatedly phoning because they had heard nothing from the sub contractor, chasing the sub contractor, getting beaten up by manufacturers, insurance companies, solicitors etc etc etc. I am never going back there.
Of course there are one man bands who cannot accomodate pre book calls even 3 days ahead. I have found that having built a relationship with them then often a call to them asking if they can do a few calls where they have room to take them the day before the call(s) can work well at times.Steve
Re: The Contractor’s Contract
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An interesting idea and not without merit.However all of us should not ignore the tremendous pressure from :
1/ Manufacturers ( who are under pressure from customer, retailer and their sales force to constantly outdo the competition)
2/ Consumer articles and tv/ radio programmes who seem to delight in be- littleing repairers ( to increase their popularity and ratings)
3/ The lack of regulation in the UK for appliance repairers ( anyone can set themselves up as a repairer rip off the customer and tar the rest of us with the same brush.
4/ The customer who often expects the impossible and blames us when a request is unrealistic.
Without sounding mercenry I would suggest that we are all here to make money and we acheive this by repairing appliances.
To be successful in this we have to offer the customer ( whether an end user or WP) a good standard of service. It is not good service to offer customers service levels often demanded now by manufacturers, retailers etc, i.e such as call b4 10am and an engineer will be out the same day call after 10 and the engineer will be out next day. These service levels are very rarley met and often the appliance will not be repaired on the 1st visit.I am of the belief that the industry needs to be realistic in its service levels to the customer and promise something that can be delivered.
For example:
Where a customer contacts the WP for a service call it is only right that the customer comes off the phone knowing when an engineer is to call and to expect a call from the engineer on the morning of the call to confirm he is calling and where possible give the customer an idea of expected time of day. To be fair to the engineer/repairer a 2/3 day notice of appointment should be passed to the repairer by the WP. Thus giving the customer a standard of service while giving reasonable notice to the repairer. Of Course if as a repairer we find we can visit the customer earlier than the date promised by the WP , then a phone call to bring the call forward would delight the customer and promote a positive response and instil confidence in the people who are to repair their appliance. How often have we been given appointments only to have been let down by others.
Perhaps our industry motto should be ” To deliver what we promise”.Steve
