who else hates warranty work?

i sold a customer a ice machine about 9 months ago, his place is 127 miles away...one way.
he called a couple weeks ago to say its not working, it had a water code, so i cleaned the system, cleared the codes
and came back home, billed him for the cleaning...he calls a few days later, same thing..i return, call the manufacture
and we go through the codes, dude tells me to change the dump valve and flash the computer for updates...i return with the
flash drive, clear the codes.

i call the service dude and ask him what he can do about mileage 478 miles, 7 hours of drive time and the time to change
out the part and update the computer..he says $110.00...........he says bill the customer for the rest.....i dont!

so now today 10 days later i get the call..not making ice............

im not liking warranty work...

Does changing a condensor in 3 hours installed right ( level, vacumm, ect.) Sound good? Pia but possible. ;)

Sent from my SPH-D710 using Tapatalk 2

let me guess a mani yi series

yep....

Major pain all I did was a cleaning and a nightmare ever since and its not our fault but we have to take it in the ...
It makes us look bad

ive installed 4 of these and replaced 2 dumpvalves....i didnt get paid anything from mani on the 1st one, just replaced MY valve..

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Originally Posted by leaker2

Does changing a condensor in 3 hours installed right ( level, vacumm, ect.) Sound good? Pia but possible. ;)

Sent from my SPH-D710 using Tapatalk 2

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We changed 3 warranty cond. units. on the same system. Customer pissed from downtime which looks bad on the company. Like we built the darn thing or made the tube sheet leak. The good thing is the manufacturer gave a few hours for of labor. Gee thanks manufacturer guess well take care of the other hours, other two guys and crane rental, but please keep building frustratingly crappy unreliable equipment while we try to keep customers happy.

I have had the same thing happen. Tech support explained that to check the date code on the valve. That they were having problems with a batch of valves leaking by. The firmware update corrected the programing on the board. The org. software would average the last three ice making cycles. If the the valve leaked by the IM would make block ice and eventually lock out. The firmware update locked in stone the length of the ice making cycle and harvest in the event of a dump valve failure.

I will have to check my old invoices and I'll see what date code it was.

yes he had me check the date code as well..hmmmm and i get to do this for free...

Yeah, there aint no money in ice machines!!!! Tell your customer to clear the codes themselves and call ya if it don't make ice!!!:grin2:

I hate to read about things like this. Call Manitowoc back with the serial number and ask for Jonathan.

Not so happy with Manitowoc right now. They give very little allowable time to do warranty repairs, and the whole process is long and drawn out.

It's especially bad when we get to do the warranty work on a machine someone else installed.

I think it's to the point where we warn the customer upfront that any labor the manufacturer doesn't cover on our bill, is going to be billed to them.

know what i did once..a business sent me to do some warranty work on a ice machine (wasnt the manufacture) i did it and got screwed..they called me again to go somewhere else..this time i billed the customer and told him to bill said company..he did and they called me *****ing and moaning..saying i cant do that..i said i did and i got paid...they didnt call me anymore..

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Originally Posted by primmers

know what i did once..a business sent me to do some warranty work on a ice machine (wasnt the manufacture) i did it and got screwed..they called me again to go somewhere else..this time i billed the customer and told him to bill said company..he did and they called me *****ing and moaning..saying i cant do that..i said i did and i got paid...they didnt call me anymore..

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Thats the only way i do third party warranty work now, their customer pays cash on site or no fixy.

Been caught too many times. I film and photo me working too so there is no arguement that i wasn't there etc etc.

Are they having issue with the new ones?

Just sold costomer indigo 1800 remote
Installing it next week
What are the issues?

:hijacked:

shaka, seems the dump valves have issues, and ive reflashed the computer along with replacing a water pump on one thats less than a yer old..

Dump valve leaking by or not flushing out?
What's wrong with the board?
Why do you need to flash it

I got my long coat, dark shade and ill make sure ill flash it. LOL
sorry I couldn't resist

the 1st IY i worked on, i replaced the dump valve per the factory...i got a replacement valve and no $ for my time.travel..
the 2nd IY i replaced the dump valve again per the factory ( said it was among a batch that want any good), they also suggested i flash the computer which i did..they said for the 500 miles i traveled, the 7 hours of drive time + the diagnose time, they would pay me $110......since then that same machine has a locked up water pump.....

Quote:

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Originally Posted by primmers

the 1st IY i worked on, i replaced the dump valve per the factory...i got a replacement valve and no $ for my time.travel..
the 2nd IY i replaced the dump valve again per the factory ( said it was among a batch that want any good), they also suggested i flash the computer which i did..they said for the 500 miles i traveled, the 7 hours of drive time + the diagnose time, they would pay me $110......since then that same machine has a locked up water pump.....

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But why were you changing valve?
What was it doing

dump valve was letting water out during frz.

Concerning warranty work... If we can't afford to burn the highways to warranty what we install, we can't afford to do the job initially.

Concerning ice machines, how in the world, with online vendors giving ice machines away these days for a few dollars above cost, were you able to profit off an ice machine job 127 miles away one way?

Sometimes you get paid with dollars, and sometimes you get paid with lessons. I have had my share of the latter myself... Still do. :grin2:

this one is one of 15 customers i have in this town...i didnt make any moneyon the install, and im losing on the warranty..this guy says he will pay me..

Installed a new ID1092, the water pump went out in less then a week. It p me off to tell a customer late Friday night they would have to buy ice until Monday. Also, the labor / part warranty form is has long as tax form.

Interesting, are you guys CSR's? I have never had an issue getting travel from Manitowoc. Up to 2 hrs travel.

Never had issues out of Manitowoc either, we are a csr and our regional service manager is great. You have to communicate with them, especially your regional service manager about special cituations. As far as the board up dates go, these things have numerous languages any numerous inputs. Any slight change requires a change. Even if one word is wrong in any of the languages. I love the Indiagos, they have soo much info. Good to track nuesence calls or intermitent issues.

No money in ice machines anymore. They use us as their extended service department.
For the aggravation I prefer to send all the crap to the distributor. Let the customer be mad at them.

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Originally Posted by jonbailey19808

I hate to read about things like this. Call Manitowoc back with the serial number and ask for Jonathan.

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You mean we can actually get through to a person??? Every time we call we get the same line.....give us your number and a tech will call you back.....that does not work when you are out of town and have ten more places to be. Need more techs on the phone. (Side note, it's not just Manitowoc, I get that with Scotsman too).

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Originally Posted by ddalberto

You mean we can actually get through to a person??? Every time we call we get the same line.....give us your number and a tech will call you back.....that does not work when you are out of town and have ten more places to be. Need more techs on the phone. (Side note, it's not just Manitowoc, I get that with Scotsman too).

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Is scotsman still 24hrs like hoshizaki is?

Scotsman definately has a long hold time, Manitowoc has after hours help to on warranty calls. you just have to wait a long time. but so do the other 4 companies. And I haven't had to wait to long for Manitowoc to call back, that be because I am a CSR and go to the front of the line. They did have phone issues last week and I waited an hour, but that was extemely rare. There may not be a lot if money in warranty but you get your foot in the door of that establishment and that does pay off.

Oh yeah I didn't state this yet. My company I work for is Authorized with every mfg. for commercial refrigeration, so we do a lot of warranty work. We have had in place for 5 years now a contract that every customer has to sign for service, with their credit card info(the office arranges it prior to service). In it and also verbally told to the customer is that any work not covered by the mfg. is billed back to the end user. We explain that the factory only covers so much labor, travel and so forth. And doesn't cover cleaning, calibrating or correcting a mis installed unit. We do get the factories to cover extra many times but you must be upfront on that and not wait till you are trying to bill. Most of the factories note their serial numbers. With that service agreement we are covered, if even they don't want to pay. This stand in court and I have had to call the police out for theft of services because they gave us a bad credit card number and the factory said no to the warranty warranty due to a mis installed unit. That motel owner paid up when the sheriff pulled out the handcuffs to arrest him, all because we had an agreement(contract).

Unfortunatley that is the world we live in.

Hoshizaki is really good on hold time. Usually get through within a couple minutes.

well i have 3 manitowoc invoices going back almost a year.......

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Originally Posted by primmers

well i have 3 manitowoc invoices going back almost a year.......

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I know that deal. Now I don't feel so bad. My oldest one with Manitowoc goes back to June. Scotsman is spot on. We go online, fill out claim form. Get paid in about 30 days which is very cool.
We also do warranty for about every commercial refrigeration manufacturer out there. Not too many problems for the most part. True is about the best for tech assistance and payment.

and like the dummy iam they called me to do some work for henny penny, and they are ignoring my emails about that too...

We do great with Ice machines. Company I work for gas great repoir with mfg. I made friends with tech support guys and call them personally. One of our best guys actually gets phone calls from tech support asking for tech support. We lease ice machines too and make a killing. We easily have a few thousand leased machines floating around.