Whenever I repair an appliance, if the customer doesn't have one, I always offer a service contract to them to cover future mechanical failure soup to nuts. Some people jump at the chance to save some money down the line. Others refuse out right.
I had a late afternoon sealed system retsriction on a SxS fridge Saturday. The compressor had been previously swapped out already by another service company. (The thing was only 5 yrs. old). When I arrived the customer was ranting and raving about massive food loss, as if I was the one who perpetrated the event on him. I discovered the restriction, blew out the system, drew a long vacuum while I cleaned the fridge coils, etc, recharged the system and the thing layed down a nice frost pattern and started cooling beautifully.
After buttoning up everything I explained to the customer that though the fridge was repaired, there was no guarantee this wouldn't happen again, especially since they had already had the compressor replaced. For $80 my company would cover all repairs for a year.
Instead of gratefully accepting an offer to gain some peace of mind, unlimited repairs for a year with product replacement if we couldn't fix it, she declined, saying "we will wait and see what happens with this repair. If it doesn't work, we'll buy a new one."!!!!!!!!!!
In other words, WE'D RATHER SPEND ONE THOUSAND DOLLARS TOMORROW THAN $80 TODAY!
Am I missing something?
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I Just Don't Get it...
Started by reelynyceguy, Jul 09 2012 05:36 AM
7 replies to this topic
#1
reelynyceguy
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Yamabushi
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Posted 09 July 2012 - 05:36 AM
"What can be asserted without evidence can also be dismissed without evidence." Christopher Hitchens
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#2
RegUS_PatOff
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Sensei
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Posted 09 July 2012 - 07:11 AM
they may have had many other repair work done on that Fridge and are sick of paying for any more repairs on it...
(and more food loss)
(and more food loss)
.
one of my video productions: “Easter Seals: Walk With Me”
every day is Down Syndrome Awareness Day
"A Child Is Waiting" . Burt Lancaster . Judy Garland . 1962
RegUS_PatOff > www.youtube.com/watch?v=oPAY2LsKVEw
one of my video productions: “Easter Seals: Walk With Me”
every day is Down Syndrome Awareness Day
"A Child Is Waiting" . Burt Lancaster . Judy Garland . 1962
RegUS_PatOff > www.youtube.com/watch?v=oPAY2LsKVEw
#3
reelynyceguy
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Yamabushi
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Posted 09 July 2012 - 05:59 PM
Gotcha', Reg. Guess I'm of the old school not to let anything go to waste....
"What can be asserted without evidence can also be dismissed without evidence." Christopher Hitchens
#4
RegUS_PatOff
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Sensei
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Posted 09 July 2012 - 07:42 PM
you may be their first call for repairs on their new Fridge .... For $80 my company would cover all repairs for a year.
.
one of my video productions: “Easter Seals: Walk With Me”
every day is Down Syndrome Awareness Day
"A Child Is Waiting" . Burt Lancaster . Judy Garland . 1962
RegUS_PatOff > www.youtube.com/watch?v=oPAY2LsKVEw
one of my video productions: “Easter Seals: Walk With Me”
every day is Down Syndrome Awareness Day
"A Child Is Waiting" . Burt Lancaster . Judy Garland . 1962
RegUS_PatOff > www.youtube.com/watch?v=oPAY2LsKVEw
#5
RussTech
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- Chief Master Appliantologist
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Kohai
- Location: USA
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Posted 11 July 2012 - 03:57 PM
Your company would seriously replace a compressor under that 80 dollar service contract? Or would you settle and cut them a check?
#6
megadan66
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- Scholar of Appliantology
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Sōhei
Posted 12 July 2012 - 06:40 AM
Whenever I repair an appliance, if the customer doesn't have one, I always offer a service contract to them to cover future mechanical failure soup to nuts. Some people jump at the chance to save some money down the line. Others refuse out right.
I had a late afternoon sealed system retsriction on a SxS fridge Saturday. The compressor had been previously swapped out already by another service company. (The thing was only 5 yrs. old). When I arrived the customer was ranting and raving about massive food loss, as if I was the one who perpetrated the event on him. I discovered the restriction, blew out the system, drew a long vacuum while I cleaned the fridge coils, etc, recharged the system and the thing layed down a nice frost pattern and started cooling beautifully.
After buttoning up everything I explained to the customer that though the fridge was repaired, there was no guarantee this wouldn't happen again, especially since they had already had the compressor replaced. For $80 my company would cover all repairs for a year.
Instead of gratefully accepting an offer to gain some peace of mind, unlimited repairs for a year with product replacement if we couldn't fix it, she declined, saying "we will wait and see what happens with this repair. If it doesn't work, we'll buy a new one."!!!!!!!!!!
In other words, WE'D RATHER SPEND ONE THOUSAND DOLLARS TOMORROW THAN $80 TODAY!
Am I missing something?
How much did you charge for this job ?
Dan The Appliance Man
#7
reelynyceguy
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Yamabushi
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Posted 12 July 2012 - 07:06 PM
They didn't get charged a cent. Another tech from my company was out there the day before and didn't fix the thing. Overnight they lost all their food. They initially paid $130 and we have a 90 day guarantee on parts and labor. The service contract I offered them covers all parts, labor, food loss, rental reimbursement, free yearly check up and replacement of the appliance for 4 product failures within 12 months. Pretty good deal for 22 cents/day...
"What can be asserted without evidence can also be dismissed without evidence." Christopher Hitchens
#8
Chat_in_FL
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Senpai
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Posted 15 July 2012 - 09:55 PM
The compressor had been previously swapped out already by another service company. (The thing was only 5 yrs. old). When I arrived the customer was ranting and raving about massive food loss, as if I was the one who perpetrated the event on him....
Am I missing something?
Another tech from my company was out there the day before and didn't fix the thing. Overnight they lost all their food.
You wonder why they took it out on you? Another tech from your company was there the day before they lost all of their food overnight.
You can thank the previous tech for the ass-chewing and the loss of a service contract sale... seriously, I would make sure he knows...
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