Clean It Up
UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: Ian Gourlay on December 10, 2007, 09:52:14 pm
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Over the past year I have had problems with suppliers not giving Guarantees or refusing to honour one.
Two suppliers are involved
i will give the one today a little Credit they did agree to look at part if I senfd it back but not replace.
We are now talking over £300 of parts that only lasted two months.
I do not think this is satisfactory and not the correct way for the industry to behave.
The one today would have given a three month Guarantee if they fiitted it still not good enough.
Am I being unreasonable to expect a part to last a year.
What do you think is reasonable. Just realised worse than that got a machine back from a replier for a repair they Pact Tested it aswell when I went to use it it did not start
As I id not test it on return and it arrived back three weeks ago its another Tough
So we are now up to £400 where is Nicky Campbell and Watchdog
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Like all guarantees there are those that can take advantage of them also when ordering say a vac motor how do tey know how well you will fit it or what chemical you are using? With added competition from the net and the profit margins I agree there should be some guarantee.
Ken Wainright and others say that buying a wand you should try before you buy but how can you without taking it away with you for a week? some but not many suppliers will let you I know Hydramaster let me try out their drimaster hand tool but if you were going to spend say £300-400 even £1000 in some cases wouldn't it be prudent to try first?
It's like a guarantee that you are going to like it AND keep buying from said company.
Shaun
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If you have a good product, the easiest way to flog it is to let people use it for a week and then try to take it off them.
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Ian
Sale of good act! then trading standards. failing that I always send the wife in. ;D
Len
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Len
Sounds like my wife, she is the master of returning used thing and getting her money back.
Ian
Name and shame, thats what these forums are for, it will be amazing how quick you will get a call from them if you name and shame.
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Len, just cut out the messing - I send the wife in first.
I must be missing something, I thought all new goods had a 12 month warranty!
Obviously not.
But then what Shaun says make sense - ie order a vac motor, how do they know you will fit correct and not abuse etc.
Having said that, sounds like some don't want to know if there is a problem and thats what I call poor service which is good for us all to know - and the ones who give good service too.
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As I understand the Sale of Goods Act it does not apply to Commercial Transactions.
Regarding Name and Shame I could but first I would like to know how long you think a teplacement pump should last.
The other part was a motor for a power brush
Hopefully the machine that did not start is a wire worked loose but have not had time to look yet
Also has anyone else experienced similiar problems with suppliers.
One supplier has told me that he had supplied a part he would relace it up to year..
If any supplier is looking in we would like your perspective no need to be shy .
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I have been lucky and never had to claim on a guarantee,but I think this behaviour from suppliers is appalling.
Regardless of whether an item is purchased by a member of the public or by a business user such as a carpet cleaner,that part would be covered by a manufacturers warranty,12 months minimum is pretty standard.
The suppliers are shying away from their responsibility and trading standards should be made aware of this.-John
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Can only speak for ourselves but we endeavour to please our customers. Any problems are sorted as soon as physically possible.
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Reluctantly I will name them
Pump came from Woodbridge. and if you remember Saga of Pump made an appointment for repair drove 80 miles arrived bang on time had it recorded I was coming . John said oh I only meant to look at it cant have our men standing around all day waiting for you.
Machine not working Woodbridge
Power Brush Motor Ashbys although did say they would look at it but refused to give guarantee.
Supplier who said would give a years Guarantee Nick at Soultions
In contrast to above when I made appointment with Alltec I was dealt with promptly but have not tested them on faulty parts.
I thought long and hard but I think we need to ask questions of suppliers.
This industry needs to work together, ok I might not be a best customer .
When I was in Retail we had a saying
The Customer is the reason we are in business.
Following Year
Make Customers Matter.
Today I just did a service call on a customer who complained about spots 8 weeks after clean.
Did I complain No. Did I woory its costing me No Did I tell her tough No
Even if I thought she was taking liberties I did it. As thats what its all about.
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A supplier is only as good as the Mfg. behind the goods, that said, you get what you pay for, a supplier as well as a Mfg. that are profitable are in a better position to warranty some "gray" area stuff, this is where the service part of your purchase comes in, that bit you might have paid a little extra for. You will not get this same service from a discount store, they simply can't.
So in the end it is service in a service industry, buy from people you trust and like to deal with.
It never amazes me how carpet cleaners will complain about cheap customers, but turn around and try to save a few and buy the discount item form the discount supplier instead of the premium.
I beleive it starts at the top and rolls down from there, so we as Mfgs. absolutley buy the best materials damn the cost.
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Solutions and Ashbys aren't exactly cheap though.
Woodbridge you pays your money and cross your fingers.
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didnt ian say that it was soltions who say they would give a year
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Have found Restormate to be brilliant when problems arise they also give a 12 month guarantee
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didnt ian say that it was soltions who say they would give a year
Alright Nick ::)
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Ian
Well one of us is reading it wrong.
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It shouldn't matter who you buy the item from,that item is still covered by a manufacturers warranty.
If you buy a pump for example 500 quid and find the same pump elsewhere for 350 quid,the warranty should be the same as this is provided by the manufacturer not the supplier,although it is the suppliers responsibility to handle any claims.
You should not be expected to pay your money and take a chance.
This is not just a case of who honours warranties and who doesn't,it is more a case of providing an after sales service,which it seems at least 2 companies do not,and one company does.-John
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I had problems with Ashbys some years ago with a pump that went on my machine after 9 months would not honour warranty as it had not had 6 month service
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I had problems with Ashbys some years ago with a pump that went on my machine after 9 months would not honour warranty as it had not had 6 month service
Isn't that part of the guarantee though, if it had the 6 month service it might not have gone. Steve, do you work at Restormate because I knew 30 mins ago that you were going to post something saying how great they are.
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Was not told about 6 month service until after the event.Derek was fine about the fact it had not had service but Martin would not budge.
I wish I worked for restormate think of my shares ;D Just happy with the service I receive from them as I am with hydra-master,matt at cleansmart,Ben at furniture clinic and Amtech
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I must admit all of the suppliers you have mentioned have excellent service but I have had that from Solootions also although I don't think JB likes me for rocking the boat.
Shaun
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I thought that it's who you bought stuff off you have to go to and with most products you have 6 months under the sale of goods act.
A fob off to the manufacturers guarantee is a bit naughty.
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This can cut both ways as well. Just recently we were supplying machines to a customer who was selling them on to his clients. He rang to say that one of them had broken down after 2 months. We immediately sent out a replacement with no quibble and asked him to send the faulty one back. However when we recieved it it was obvious that it was getting on for around 2 years old. On checking the serial number we found out it was not one we had supplied anyway. Pending.
As regards Steve Gunn working for us, your bloody joking ;D only kidding Steve. If you look at Steves posts it is obvious that he champions various products and service from a number of suppliers. He is the first one to post on here if he see's a bargain anywhere.
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I am independant, I go where there are good products and good service and good people, I DO buy from John because Restormate tick all of these boxes (well I order from him when I can understand what he is saying)
If that means I get a discount?
Thought not!
Shaun
PS Nozzles came before your order, thanks.
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Yes, you are right John, he does champion what he is using at the time. I am not doubting you offer good service or good products, just knew it was coming.
Doesn't seem long ago that another company was championed in this way, it started like this and look where that ended up.
Just my observation, and it actually has the reverse effect on me. Maybe it's just me, but I knew it was going to happen.
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Gary, I understand totally. First of all I am very conscious of the fact that this board is run by another supplier and I think he needs to be congratulated for allowing a very free speaking forum to exist.
Only recently we asked the moderators to delete any threads directly hyping our business as we were finding it slightly embarrasing and did not want to be in the postition of the company you mentioned. I am sure they would confirm that.
We never deliberately tout for anyone to shout our corner and believe we can do that ourselves by offering our customers the service we do.
As regards products we sell we have little control if people want to discuss them and usually only intervene to answer specific questions.
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Ian
If was me I would dig a bit deeper into your rights! Any credit card payments you may be covered? A lot of companies make there own rules, which appear out side of the law (a lot of section and addendums) worth checking! Me I’m lucky most if not all know my wife connections.
Len
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I must Clarify
As Ian Puckett said Nick said Solutions would honour the part for a Year.
Regarding Parts
The Power Brush motor was the suppliers replacement part so was the one designed for the machine.
The pump was a shufflo one so again the genuine replacement part ie like for like.
The anoying thing about pump was when I purchased first one i was told they were good pumps and could be repaired.
When it broke down weeks later I was told i needed new pump and not covered.
as I said once I could live with but three in row I think we need to ask questions of suppliers on what they will and will not do.
I hate slagging off companies but it makes me laugh when you read that one of the companies is giving marketing tips in NCCA Magizine
Runs training courses on looking after customers etc.
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Regarding Restormate Yes Steve does put in occasional plug and as John says If they are an obvious plug or are to regular they get deleted But More often than not they are left.
However we like to know if there is a good product on the market.
Regarding Chear leaders for companies I think they can be a dangerous policy.
I have had the hounour of moderating this board for a number of Years and have seen posts praising companies but I have also seen what happens when a Groupof Chear leaders fall out with a company.
The question is what company shallI carry out a Consumer test on Next.
Will anyboddy ever supply me again ??? ???
Some good has come out of this we have had two suppliers confirming that they will Guarantee parts for a Year.
Perhaps we should write a Fair Trade Charter and see how many suppliers will sign up.
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Well maybe next time I find a good buy or someone offering good service I should just keep it to myself.I don't suppose any of you contacted a&M when I posted their offers on here or contacted furniture clinic about their products ::)
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Stuff them! keep it up Steve and very generous of you as well, if anyone wants proof of this. Steve recommended they Chris Boswell for the web-site optimisation to me even thought we are in the same area, you really can't get more benevolent than that.
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Here, here!
How many offers would we have missed out on if it wasn't for Tommy Gunn?
Keep it up Steve! Sunderland AFC might need you next!!
Shaun