Warranty on Equip you did not sell

[referjunkie]

How do the rest of you feel about it? I am in a rural area. Doing warranty work on equipment we did not sell is brutal. Usually the customer can get kitchen equip. a lot cheaper from these warehouses that sell 1000's of them. Especially Ice Machine Manufacturers. It's not like you will carry every single compressor. I think they should adapt there hours and other charges they pay for according to geographical area. How do you guys deal with warranty work like this?

[icemeister]

1. I have informed all of my ice machine distributors that I will not take warranty service calls on equipment that I didn't sell, so take me off their call list.

2. If anyone calls me looking for warranty service on a machine they bought elsewhere, I refuse the call and tell them to call the company they bought it from.

3. If one of the local restaurant supply houses calls with an in-warranty service call on a machine they just sold (and had Billy Bob install illegally), I tell them to become a state certified contractor and start up a qualified installation and service department to do their own work.

3. If one of my regular customers bought a machine from somewhere else (because they saved a couple hundred bucks) I tell them to call the company they bought it from to service it.

I haven't lost any good customers doing this and better yet I've likely picked up fewer deadbeats. ;)

[condenseddave]

Originally posted by icemeister
1. I have informed all of my ice machine distributors that I will not take warranty service calls on equipment that I didn't sell, so take me off their call list.

2. If anyone calls me looking for warranty service on a machine they bought elsewhere, I refuse the call and tell them to call the company they bought it from.

3. If one of the local restaurant supply houses calls with an in-warranty service call on a machine they just sold (and had Billy Bob install illegally), I tell them to become a state certified contractor and start up a qualified installation and service department to do their own work.

3. If one of my regular customers bought a machine from somewhere else (because they saved a couple hundred bucks) I tell them to call the company they bought it from to service it.

I haven't lost any good customers doing this and better yet I've likely picked up fewer deadbeats. ;)



I bet you're a whole lot nicer than me during the phone call phase of item #3.:D

[selfemployed]

They (the equipment sellers) have left me alone now. I told them long ago that if they could make money on warrenty work they would do it in house. I have an understanding with my customers, you pay for what warrenty does not. No problem. Told customer to replace evap. on ice maker 6 months before warrenty ran out due to coating failing or he would have to pay for everything when it failed out of warrenty. I replaced part in warrenty he thanked and paid me for changing it. Helped my customer, helped myself, cost Mfg. and Dist for selling to people under my price.

[dpatty]

I have no sympathy when they call me. I charge for everything up front and if I get a credit then I apply it to the account.

[Dowadudda]

Just the other day. Had a PIA Ice Machine call. Scotsman water inlet valve wont shut. No big deal. I usually carry a couple. Pretty common part to fail. I didn't have one. Called Dist. They didn't have one. I said "what". You mean to say to me, that the most common part to fail on a scotsman I/M, and also the fact that this valve is used in over half of their machines, and the friggin distributor doesn't have one, just one in stock. So I order next day air. Mind you, this is all warranty. I had to get a tech service rep to give me extra time for the call and for them to cover shipping, which they did. On the initial call I told the lady that what ever scotsman doesn't pay, your responsible for. She was pretty cool with it at first.

Well the next day Air turned into 4 days, and got here Monday, from over the weekend, and she had a busy weekend. She was pissed. I could understand. Gave her the Phone Number to the Scotsman head honcho for service directly. This dude calls me up, and says I can not charge her for the extra coin they don't cover. I said, you don't run my business, I will do as I see fit.

Boy they just think were all out here like were big fat cats and should drop everything for their issues and problems. The arrogance of this company is just killing me. They have gotten so bad over the last ten years.

[Dowadudda]

Now what can really kill you also is. Equipment brokers. They are worst than the manufacturers themselves.

I had a guy call me from a local broker and needed a walkin combo installed at a gas station. Build the box, set equipment, pipe it, commision it and warranty it. I was thinking, this is cool work, especially since I am a little slow. About ten minutes into the conversation after he lets me get all the info from him, he says, "I only have about $1200 dollars allowance for installation". I sat silent for about 5 seconds. Then I said. "Are you a moron?". Hung up the phone.

This trade in certain circles is simply gone. Bye Bye.

[Dad]

We commercial food equipment technicians get cheated all the time by warranty. They stroke you and don't use K-Y or kiss you when they are done. Have been asked to go to the customer in street clothes and pose as a "factory rep" to help them out and did a few times. Saved their butt’s but never got paid for it.

I have lost thousands $ over the years. Two years ago, returned the favor, dumped them all! Working for warranty is like satisfying your self with sand in your hand! OUCH! We do not warranty on equipment we don’t sell (period)


But the real truth is in the fact he, includes this experience with commercial food equipment, which means to most of us that know, that he is nothing more than a commercial food equipment technician. And they all beleive they are true to life refrigeration mechanics

But what do we know...???

[icemeister]

If enough of us refuse to take the warranty service calls for these manufacturers, possibly they will begin to see the error of their ways.

We used to be treated as Dealers. A Factory Authorized Dealer was responsible for establishing and maintaining a trained and experienced installation and service department as well as a knowledgeable sales force. Often your territory was protected. The manufacturers would send you sales leads and even assist you in getting the sale. Today the manufacturers and their distributors will sell to anybody, give us no respect at all and still look to us to get them out of trouble.

When you get called out for warranty service on equipment that you didn't sell, you should refuse to the the call.....and tell them why. If you still want to take the call because you think you're somehow obligated to these backstabbers , think again.

Hell No......We Won't Go! :D

[icemeister]

I got stuck once for a Scotsman water inlet valve as well. I figured out that the valve body is the same as the one now used by Manitowoc.....made by Invensys. I had one on the truck, swapped the coils and done deal.

[Dad]

Originally posted by Dowadudda
Now what can really kill you also is. Equipment brokers. They are worst than the manufacturers themselves.

I had a guy call me from a local broker and needed a walkin combo installed at a gas station. Build the box, set equipment, pipe it, commision it and warranty it. I was thinking, this is cool work, especially since I am a little slow. About ten minutes into the conversation after he lets me get all the info from him, he says, "I only have about $1200 dollars allowance for installation". I sat silent for about 5 seconds. Then I said. "Are you a moron?". Hung up the phone.

This trade in certain circles is simply gone. Bye Bye.


Dow,

Just got off of the phone with a Broker. He asked if I would check out a walk in cooler that he had installed by another business near me. Says they can’t keep if from freezing up with the door open 24/7. Says he will pay my regular rates but wants it tonight on OT. Says he found me in the YellowPages. I told him to keep looking but start at "M" for moron. Thanks for the idea.

http://members.fortunecity.com/initzero/pages/smiles/violence/hanged.gif

[Freezeking2000]

Our customers pay for ALL non covered expenses while performing warrenty service!

[refer dude 2479]

The place I work for will fix anything for the customer as long as THEY pay for the repair. If they are due a warranty on something we did not sell then they are told that it is THIER responsibility to collect the warranty refund not ours. If they agree and give us a P.O. to proceede all is well. If not adios sucker. This is how the world of HVAC repair works here. Much differant than the refrigeration buisiness that I am used to. HVAC custommers are not near as loyal as refer customers...........


and refer customers are snakes for the most part.

[Dowadudda]

Originally posted by Freezeking2000
Our customers pay for ALL non covered expenses while performing warrenty service!

Yeagh, I am in full agreement with this. I do it all the time. I get most of it but there are some customers that just don't pay the extra.

I just found out by Head Hincho for service at scotsman that they do not like the fact contractors are doing this and he may be implementing a way to try to eliminate this. I told the guy. "Your off your rocker".

The friggin pure arrogance these days of these manufacturers. One thing is sure. They need us more than we need them.

[Dowadudda]

Originally posted by lusker
We commercial food equipment technicians get cheated all the time by warranty. They stroke you and don't use K-Y or kiss you when they are done. Have been asked to go to the customer in street clothes and pose as a "factory rep" to help them out and did a few times. Saved their butt’s but never got paid for it.

I have lost thousands $ over the years. Two years ago, returned the favor, dumped them all! Working for warranty is like satisfying your self with sand in your hand! OUCH! We do not warranty on equipment we don’t sell (period)


But the real truth is in the fact he, includes this experience with commercial food equipment, which means to most of us that know, that he is nothing more than a commercial food equipment technician. And they all beleive they are true to life refrigeration mechanics

But what do we know...???


This post is about exercising and learning business accumen.

The quote you quoted me from is for a different thread about something else entirely. And That quote, the basic idea of what I said, so you understand clearly, is my opinion, and you will not change my mind..

[Dad]

Originally posted by Dowadudda


This post is about exercising and learning business accumen.

The quote you quoted me from is for a different thread about something else entirely. And That quote, the basic idea of what I said, so you understand clearly, is my opinion, and you will not change my mind..


Your opinion on one person is your business and I would never waste my time changing your mind but, when your pretence bundles us “all” it becomes another issue. It would be reckless for me to say “all people with a D in their name are immature” because I know you are not. I doubt that your opinion reflects a consensus of the site members. So you understand clearly, this is my opinion and I am not here to start or kindle a flame but I, like you, have my right to express it.

Getting back to exercising business acumen… This also brings me to another point. Although we discuss the how negative some Manufacturers are there are others that are happy to pay your rates and pay on time. So we too can’t accuse them “all” and bundle them into the same cataleptic/obstinate group.

[icemeister]

Originally posted by lusker
.......Although we discuss the how negative some Manufacturers are there are others that are happy to pay your rates and pay on time. So we too can’t accuse them “all” and bundle them into the same cataleptic/obstinate group.

While I have to agree that there are manufacturers out there who will pay your true cost of servicing their in-warranty equipment, the basic problem that persists for us "Dealers " out here in the field is that we no longer get the recognition and/or respect that is due us. It's not like it was back in the old days at all......far from it.

We are not treated like Dealers anymore. We are treated like street whores. If a manufacturer will agree that we will get a exclusive and protected territory, factory sales leads and support along with co-op advertising, floor plan financing, in-house service training, etc then maybe we'd be a lot more willing to take up some of the slack in the cost of warranty work because we'd all be profiting from working together.

As it stands right now, there's no money to be made for the typical commercial refrigeration service company in fixing somebody else's problems.....especially when that somebody is giving the broker or pots & pan hawker down the street a better deal.

Screw them, I say.

[Dad]

Originally posted by icemeister

Originally posted by lusker
.......Although we discuss the how negative some Manufacturers are there are others that are happy to pay your rates and pay on time. So we too can’t accuse them “all” and bundle them into the same cataleptic/obstinate group.

While I have to agree that there are manufacturers out there who will pay your true cost of servicing their in-warranty equipment, the basic problem that persists for us "Dealers " out here in the field is that we no longer get the recognition and/or respect that is due us. It's not like it was back in the old days at all......far from it.

We are not treated like Dealers anymore. We are treated like street whores. If a manufacturer will agree that we will get a exclusive and protected territory, factory sales leads and support along with co-op advertising, floor plan financing, in-house service training, etc then maybe we'd be a lot more willing to take up some of the slack in the cost of warranty work because we'd all be profiting from working together.

As it stands right now, there's no money to be made for the typical commercial refrigeration service company in fixing somebody else's problems.....especially when that somebody is giving the broker or pots & pan hawker down the street a better deal.

Screw them, I say.

Agreed

But (there is always a but) a service company that doesn't sell equipment or doesn't sell a lot of equipment per their choice, should they refuse a plea from a manufacturer who doesn’t restrict invoicing? I don’t know how I would answer that question due to the unpredictable gray areas of who, what, where, how and when then add in a sprinkle of how much.

I do run a service company and profits are on my mind. That is what we do, service customers. I removed myself from the call-it-all list a few years ago. I do still run warranty service a couple of times a year for my best customers and a few small manufacturers.

I think I am with you but only to a point. The industry has changed greatly. I have to stay with the people that brought me to the dance, my end user customers. If they need my help, I will go. I am not a dealer Ice, I just have to go with my gut but if I don't get my price, forget it.

[icemeister]

As Dave alluded, I won't likely tell a customer to stuff it if he buys from some mail order outfit to save a couple hundred bucks. I too work hard to keep a good customer, but not to the point of giving myself away. I'm not saying you do, but there has to be a little voice in the back of your head that repeatedly demands to know where my profit is in doing whatever you do.

I realize that the days of old are gone so I seldom waste my time trying to sell new equipment anymore......not when there are cut-throat "dealers" out there who will sell at profit margins that I wouldn't leave the house for. They hold no obligations after the sale and leave all the warranty issues to the manufacturers......or the manufacturer's service whores. ;)

If you're actually making money servicing in-warranty then I must commend you. Nobody else I know can make such a claim. :(

[selfemployed]

They give away the refrigeration equipment and make their money on everything else they sell to outfit the restaurant. Not complaining just explaining whats going on. At least thats whats going on here.

[Dad]

Originally posted by icemeister
If you're actually making money servicing in-warranty then I must commend you. Nobody else I know can make such a claim. :(



I am there with you. Warranty for me and how little of it that we do is just fill in work if needed. During our busy season there is no way unless we have a "just plug it in call and go call".

I dumped 21 manufacturers, some big and some average, but I have watched my net increase by more than 20% each year without them. That has got to tell you something is wrong. If I can sastify a long time customer by taking a warranty call when he only wants us in the building then I will do it but he does the paperwork and pays me the labor. I return the parts. The manufacturer has to pay him back.

No kidding, I am there with you living it everyday. Not liking it but still making a living for all of my guys.

[Dad]

Originally posted by selfemployed
They give away the refrigeration equipment and make their money on everything else they sell to outfit the restaurant. Not complaining just explaining whats going on. At least thats whats going on here.

Here too my friend.

One day, maybe just one day when they really need us and no one will show then things will change. It would be so much better for this industry. For now... 99% ban on warranty work at this shop.

[stormrider]

I feel for you guy that have gotton stiff by factory warrantys, I have too.

It our policy for the warranty call, on the equipment that is not bought from us, is to bill the end user and let them file the claim with the factory.

Take care of the customer first and let them fight the guys that sold them the equipment. The customer will figure out quikly that its better to purchace equipment from the service guy and know that the equipment will be serviced then trying to save a buck.

Say, "no" to a customer and they will not call you back for any thing.