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Re: Google reviews.
Hi Chris, I feel for you, and think you have done exactly the right thing. Your response is measured and I think the intelligent Google user will believe your version of events. Luckily, as you only have the one review Google doesn’t highlight the rating in search results.
The identical review on Yell.com is possibly more damaging as it shows up in the star rating. Have you noticed that there is a second, apparently anonymous, 1 star review on Yell.com, which could I guess be from the same customer?
Re: spares
I think it depends on your customer base. I have always put the manufacturer’s part numbers on my invoices and have never received a comment or complaint from a customer about the price charged.
My answer would be that by buying the part from me, they can be sure they are getting a manufacturer approved genuine part with a full 12 months parts & labour warranty.
Re: Qualtex recent orders on the account – Status ‘Success’
According to their home page they use UPS, FedEx and DPD. I notice they’ve moved back to a 3pm cut off time for next day delivery. As Dave says, see if they can link your email or mobile no with the courier so you get automatic updates on your delivery.
Re: Are we liable
I assume the the first engineer didn’t charge for the first, abortive, visit? If he did, I would refund that charge as a goodwill gesture.
I don’t think there is an issue of liability – you are entitled to specify reasonable terms and conditions – including that the appliance must be made accessible prior to diagnosis. A good analogy might be a garage refusing to diagnose a heating fault on a car if a seized bonnet lock prevented access to the engine bay, even if the fault was eventually cured by renewing a relay under the dashboard.
However, in my experience, around half of integrated dishwasher repairs can be completed with the dishwasher in situ after removing the cabinet door trim – provided the mains plug or isolator switch is accessible to ensure safe working. What make was it? If it was one of those hideous Midea machines, absolutely no access is available below the door. If it was a Whirlpool or Beko machine, there is usually easy access below door to drain pump, heater, etc. Most others are somewhere between. So, depending on the machine, there’s possibly a learning point for the first engineer, certainly in the interests of efficiency and customer satisfaction.
Re: Saes of goods act on repairs
I would add that the original repair was carried out by an experienced engineer with care and skill using good quality parts. Explain that the lifespan of components varies depending on environmental conditions, deterioration of components elsewhere in the appliance, quality of the electrical supply as well as how the appliance is used. Failure after more than a year does not provide evidence of unsatisfactory quality. On the contrary, the fact the appliance worked satisfactorily for this period provides evidence the repair was fit for purpose.
In order to successfully claim against you, your customer would likely need an expert report proving, on the balance of probability, that the part was faulty at the time it was fitted. If you do receive a county court claim (easy for your customer to do online through money claims online), make sure you put in a defence within the 2 week deadline, as otherwise the court may enter a judgement by default against you.
Re: Callout charges
Allsorts, just to clarify, are you saying you believe the ASA and BIS are wrong?
ASA and BIS both state that “Free call out” means no diagnostic fee can be charged (except, the ASA concede, in exceptional circumstances where a considerable amount of diagnostic work is required, and then only with the prior agreement of the caller).
Any traders not following these guidelines can be reported to the ASA (by the public or by competitor businesses) who will investigate and negotiate with the trader. ASA’s ultimate sanction if a business does not comply is to issue a ruling, to take steps to prevent further publication of the advert and to report the trader to trading standards.
Re: Bosch fill hoses
They can be a pig to connect, particularly where access is tight (something I very seldom need to do), but I can vouch for the fact they are good at resisting kinks. Once the dishwasher repair is finished, there’s generally no need to fiddle around with the hoses, just keep the drain hose taught, slide the dishwasher in and go.
Re: Tesco
I wouldn’t personally put mud in a dishwasher. Dishwasher wash pumps work a lot more intensely than drain pumps on washing machines, with much less water, recirculating the same grit many times and are a lot more costly to renew.
Re: Tesco
Covered on the Daily Mail and elsewhere also, it seems. A few more dishwasher pumps to repair then – ceramic seals ground down and askoll pumps seized by grit?
Re: Zanussi ZKG7145 not drying
The Zanussi online spares shop has all the exploded diagrams – you just need to enter the PNC.
Re: Non Payment – National Lettings Franchise Chain
Was it Martin & Co by any chance? I had a bad experience with an (out of my area) branch of Martin & Co a month or so back relating to a potential job in my area.
It seemed they were using underhand tactics to get me to do the work, while failing to provide the formal approval of cost estimate they requested. Their ranking in (from memory) the worst 5{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} letting agents on a popular letting agent review site didn’t inspire confidence either.
Naturally, I declined to attend without advance payment, which failed to materialise, so there was no loss to me other than quite a few of wasted phone calls to the office and text message exchanges with the tenants.
Re: Connect V Qualtex prices.
Beware the Qualtex price as it is a special order from Qualtex and could be out of date. Qualex don’t guarantee to honour prices shown for special orders and can hit you with a higher price on invoice.
It’s worth contacting your rep at Connect as they will likely lower the price on request. It’s also worth asking AWS as they are pretty good on Servis parts.
Re: drum shaft or no drum shaft ?
It’s often not possible to make a reliable decision until the drum is stripped down and the extent of corrosion of the support arms assessed. For this reason, if there is any doubt, I quote a price range and order the parts needed after strip down.
In my experience, sludgy, mouldy, smelly drums are much more susceptible to support arms corroding and on these, renewing the bearings only would be a false economy.
Re: carriage charges
Am I right in thinking under the eBay Global Shipping Program, eBay charges the customer for international postage instead of the seller, so not free by any means?
