[james roffey]

Dont wish to rub salt in ! from my experience with Cleansmart you would have a new vac now, customer service cannot be over estimated.

[derek west]

wouldn't it be quicker and easier if you shipped him a new pump free of charge and talked him through the procedure of fitting it, then get him to ship the old pump back for inspection and then charge if it is water damaged.

not that i know one iota about porties but would of kept it off the forums, at least until you'd inspected it and found (if this was the case) water damage.

[Colin Day]

Hi .

I told Ben  yesterday that we would pay the shipping of his machine and have a look at it. All I mentioned was that if it's not a warranty issue he will have to pay us back for the shipping and repairs-totally normal. If its under warranty we get the part for free and we don’t charge for labour when we do repairs so there is really no really gain for us not warrantying items when they should be.We get the part for free, he gets the part for free.

The customer wanted us to tell him that no matter what was wrong with his machine and no matter how it was dammage we were going to repair it under warranty


We do plenty of repairs under warranty but the conversation always starts the same...''if it turns out not to be a warranty issue then you will have to pay'' IT IS THE SAME IN ANY WALK OF LIFE I dont want a customer thinking he's not going to have to pay if there is a chance he or she will have to pay something- as it will cause  arguements later.

As i said earlire there is no reason for us not to warranty an item as we get the part for free and we also volonteered to have the machine shipped back to us as the customer is too busy to drive it down to us.

We offer good service to ur customers  indeed our shop was opened three times on Saturday and twice on Sunday for customers who needed equipment and  supplies of chemicals/brushes etc .

Anyway that was me, THE BIG CLEAN in surrey.

Also I quoted 160 pounds plus Vat to replace it with a genuine vac motor -if it was not a warranty issue-thats a good price for a genuine imperial vacuum motor.


Regards

Dave

Sounds fair enough if you ask me. 

[BEN DAVISON CLEANING]

Thanks for getting back Dave.A phone call would have been nice though.I gave you my number.I dont do my business over the  internet.
I come on here to get good advice from ppl in the business.Its been a massive help for me just starting out n all.
What put me off was your attitude.You seemed actualy a little annoyed when i said i wasnt happy with paying the courier.To the point where you would just cancel it because your sick of arguing with customers about the issue.Im sure you are.I used to work in retail and iv been given a lot more crap than that for a hell of a lot less money.
Moneys really tight for me a the mo.I just wanted some expert advice on whether it is worth taking the risk on sending the machine away to get fixed with a worse case scenario of around £300 to fix or fix it myself for around £100 or yes like you say it could cost me nothing but you sounded pretty sure that it was water damaged and that you could spot when a vac had been cleaned up.Emplying i might clean up the vac to hide any damage.(I wouldnt Know where to start mate)
You would have gotten the machine exactly as it was when it went(SPOTLESS AND BONE DRY)
£160 for a new vac fitted no problem. £80 courier no problem.I was uncomfortable sending away my machine to someone whos seems sure its waterdamaged without seeing it>THATS THE PROBLEM