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  1. #14
    Join Date
    May 2005
    Location
    lawn guyland, ny
    Posts
    27
    please understand something, I am in the same industry as all (most) of you. I was in the service / install business for a while. Now i am in the chief engineer for a University in NYC. My managers always fix their mouths to lie to the customer to cover any unforseen problem that pops up and it almost always comes back to them and they come off looking foolish & inept. I never take that approach for reasons i mentioned in my first post. I wish i had a dime for every time i heard "finally someone took the time to explain it to me, now i understand what's going on". with very few exceptions are people still dissatisfied after that.
    I have been trying to get up the rocks to go it on my own for some time now, and start a service/install company and I see a real need for the kind of upfront honesty that we are discussing, am I naive and people don't care or what? I know I care, but there seems to be a proliferation of B.S. ers out there who are making a living just as well as others.
    pool heater update - the "servicemen" finally showed. They knew absolutely nothing about what they were looking at. Didn't know where the press. switch was located and after I showed them they installed it with no thread sealant. I had to tell him to remove it & seal the threads and reinstall it. tries to start the heater with the cover off - (door switch). I point it out and tell him to press that switch. -swear to god- he begins pressing it bbq lighter style and says " is this the ignition?- i tell him to get out of the way and i test it to verify it works. all ok. WTF? A call to the mfr. is definitely in order.

    Sorry for the longwindedness and thanks for the replies...

  2. #15
    Join Date
    Sep 2004
    Posts
    172
    I have decided to add another person to the payroll after reading this thread, their title will be scheduling coordinator, their responsibility will be to contact each and evry customer with a tech status update. I am thinking that truck mounted web cams would also be good, so the customer can watch the tech as he completes the project ahead of his. I figure it will add about 250 bucks to each billable job but all consumers will be willing to pay extra no problem since my service will be above and beyond anyone elses I am sure. I am considering also adding a training coordinator my techs will be fully educated on each and every little quirky poolheater/AC unit etc. now this will add approx. 1500 bucks to each billable job but I can see a huge demand for that RIGHT Just think of how good it will feel to have a tech that does not even have to look at your system but maybe for five minutes and knows more about the quirky little thing than you do after studying it for years, well worth the dollars!!!!!!!!!!!. I am also getting together the bankruptcy papers as they will be needed very soon LOL.

  3. #16
    Join Date
    May 2005
    Location
    lawn guyland, ny
    Posts
    27

    Frown dnt

    i don't think your getting my point - three days to respond to a call is unacceptable. if you can't respond for a period of time, i'm a big boy and understand that their job is seasonal, the demand is high, and my little warranty job is of low or no priority to them. just tell me that. I just innstalled the heater 1 month ago and have not had "years to study it". warranty repair should have tipped you off. I noticed that you are not listed as a professional member, checked your profile - "Sheet metal worker"? how many trucks do you have exactly? and the size of your office staff? know what, i would suggest that your snide comments would indicate that YOU ARE PART OF THE PROBLEM, not the solution.

    [Edited by madmark on 07-14-2005 at 11:05 AM]

  4. #17
    Join Date
    Sep 2002
    Posts
    4,970
    Yep think your right with the Walmart mentallity, had to take a battery back this morning for warranty, the streets going into the parking lot were packed cars turning in. Could not beleive how busy it was that early in the morning of people looking for good deals. Not like I wasnt too. Now one guy was trying to make me jump through hoops to prove the battery was bad, ignored him and asked a young kid standing there, he went to the manager of auto department and came back a minute later with a new battery. I asked if it was common on those batteries going bad that quick.......his answer yep we get a ton back. Hummmm...now Im asking is this just like the water heaters, pay for better warranty but there pretty much the same water heater. He says ya.....I didnt know that about water heaters. Told him I didnt know that about batteries lol. Well ok got what I paid for , wasnt a cheap battery but thinking I didnt want to pay what a automotive parts house wants. Yep that Walmart mentallity.

  5. #18
    Join Date
    Sep 2004
    Posts
    172
    now madman seems like you really are mad LOL I am just here to have a bit of fun (sorry if it was at your expense, when I read your post I thought you were joking and I was just joking around back at you) feel free to vent I have fairly thick skin, being in the construction industry requires it. I have already called the hall to check on signing up for a sensitivity training class. Quote from cowboy guide to life "If it don't seem like it's worth the effort, it probably ain't"

  6. #19
    Join Date
    Jul 2005
    Posts
    171
    As a contractor (not HVAC), I can tell you it is rarely the homeowner's fault. Cheapness least of all. The cheapest Toyota is often more reliable than the most expensive Mercedes. Enough said. If you can't do a job well for a given price, tell the HO politely that your cost of doing business does not allow you to do a good job at that price and therefore you decline. If you can't live with the practical arrangements (time of work, access to the property, etc.), likewise you should refuse the job. I have refused a job based on my allergies (pets) and the people appreciated my honesty so much, they referred others to me. Like in any profession, there are good, bad and in-between people. A lot of contractors, in my experience, are bad businesspeople and it goes down from there. Being disorganized and poor planners leads to idle time, under-quoting, losing money, etc. Then they try to make it up by rushing jobs, cutting corners, etc. and things spiral out of control.
    As for manufacturers, they vary as well. Being big and successful is no guarantee of being good. I had an issue with an AOSmith water heater that the tech people at the manufacturer had no clue how to solve. But they each were quick to give "the correct answer", which depended on who I talked to and were all wrong. It was so bad, I had to tell them where certain information was, on their own website. Yes, I did solve it myself, even though I had never done it before. It wasn't rocket science.
    No, guys, the customer is not the problem.

  7. #20
    Join Date
    May 2005
    Location
    lawn guyland, ny
    Posts
    27
    no hard feelings d, i can relate being a LARGE ball breaker myself on the job (not supervisory, just i general)
    update #2 i neglected to mention the guys broke the switch after they installed it & were finished with the job. I left for 5 minutes as they were cleaning up their tools and came back to water shooting out of the top of my heater. needless to say they only had the one switch on the truck and would get tome first thing this morning. ( this is no effin joke guys, swear on my child) i called at 9 am - "you are the hayward specialist's second stop this morning" called at 12:30 - "for some reason he called and asked that his service tickets be reversed, he will be there after 2pm" called at 2:45 - "as it turns out we do not have the switch in stock and there is someone going to the supply house to get it and we will be there first thing tomorrow morning" I replied that this better be a joke and i am waiting for a punchline. she became highly indignanat that i would speak to her in that fashion. a voice breaks in and says that he has been monitoring this conversation & what seems to be the problem. I give him the whole story in four part harmony and his reply "what are you so upset about, its only a pool heater" I almost shat! I explain why it is unacceptable to take 4 days to repair something as simple as this unit. after i explain to him that i have 20 years of experience in this field and explain to him that he cannot impress me with any technical jargon he may throw at me his tune changes and becomes very apologetic. informs me that soomeone is coming back from the supply house right now with the part and we will be there in the morning. I told him to tell the driver to come to m house and drop the switch off, I'll install it myself. "no problem, no problem, he'll be right there. 6:15 and no switch yet... the saga continues.

  8. #21
    Join Date
    Jun 2005
    Location
    GA
    Posts
    30
    First, go here --> http://www.poolandspa.com/catalog/category000229.cfm

    Probably $25 + shipping

    Then here -> http://www.newyork.bbb.org/
    File a complaint

    Then call Hayward http://www.haywardpool.com/aboutus/locations.html


    Remember, it's only a pool heater.

  9. #22
    Join Date
    May 2005
    Location
    lawn guyland, ny
    Posts
    27
    thanks for all the info, i signed on to post that the service manager just called me (8:30 pm) to tell me he has the part in his hand & if i want he will drop it off, give him 1 1/2 to 2 hours to get there, or he will send someone in the morning. i told him to drop it off!

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