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Posted by Rod on May 30, 2008, 8:30 pm
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> > The code book on CD option sounds like a good idea
> > and I'm going to look into that this afternoon.
> CD version is cool... search option!
> > We have been running
> > metal trunks for years while everyone else around spiders a duct
> > system with no metal to found other than the plenums and 25' runs in
> > all directions with flex straps every 5 foot or so.
> Gotta love the lowest bidder syndrome...
> Then the customer EXPECTS you to straighten it out for what it cost them
> originally. They don't understand that you have to rip out what was done a=
> then do it correctly. This is AFTER everything is drywalled and completed.=
> Like that's the time to redo everything!!!! :-(
If I've heard the words: "I should have let you do the job" once I've
heard them a thousand times. I try to explain to people that we are
not the cheapest because we don't cut the corners that some others
cut. Some people can understand that and others just care about the
cost. Point in case yesterday we condemned a compressor on a unit
serving the kitchen of a restaurant that was installed 2 years ago by
the lowest bidder. He installed Haier equipment which is a company
out of China as most of you know. The compressor is under warranty
but I can't find anyone around Atlanta that handles it. A search of
their website brings up an appliance company. So I called them and
they said they don't deal with the HVAC side of Haier. This guy
bought a POS unit and now parts are almost impossible to get for it,
and he's wanting to replace 2 year old equipment because the kitchen
is so hot and they can't stand it. Haier tech support is supposed to
call me back Monday and help me locate a compressor but so far every
number I've called for Haier has resulted in a dead end or just being
shuffled around. I take that back, I did talk to a lady that I could
barely hear and spoke poor english who informed me that there were 3
different compressors listed for that unit and she didn't know which
one I needed, hence the call from tech support. My tech didn't get
the model# off the compressor so I'll get it this weekend but I still
feel they are going to give me a hard time about just giving me a
compressor. She had a 626 area code I'm not sure where that is but
I'm assuming she is a good ways from me. Who's going to pay the
freight, how do I get the old compressor back and who pays the freight
on that? Before it's over with, this guys going to end up spending
hundreds of dollars replacing a warranty compressor because he went
with the lowest bidder without doing any homework on what name brand
he was getting. As far as I know everyone that was handling Haier in
GA has stopped and went to another name brand. Gave him the news this
afternoon and guess what he said? "I GUESS I SHOULD HAVE LET YOU DO
THIS JOB"
Sorry for the long post. I got carried away. I'll climb down off my
soap box now before I fall.
Rodney
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Posted by KJPRO on May 30, 2008, 9:44 pm
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> Who's going to pay the
> freight, how do I get the old compressor back and who pays the freight
> on that? Before it's over with, this guys going to end up spending
> hundreds of dollars replacing a warranty compressor because he went
> with the lowest bidder
Who's paying shipping? The client!
Why? Cause it isn't your shit or installation!
Why is it your problem to cover equipment sold by your competitor? It's not!
Why can your competition do jobs cheaper then you? Cause your fixing all
their shit for them, UNDER WARRANTY!!!!!
Shame on you!!!!!
Now then, starting right now, only do warranty work on equipment that you
sold and installed. Problem solved!
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Posted by Don Ocean on May 30, 2008, 11:29 pm
KJPRO wrote:
show/hide quoted text
>> Who's going to pay the
>> freight, how do I get the old compressor back and who pays the freight
>> on that? Before it's over with, this guys going to end up spending
>> hundreds of dollars replacing a warranty compressor because he went
>> with the lowest bidder
>
>
> Who's paying shipping? The client!
> Why? Cause it isn't your shit or installation!
>
> Why is it your problem to cover equipment sold by your competitor? It's not!
>
> Why can your competition do jobs cheaper then you? Cause your fixing all
> their shit for them, UNDER WARRANTY!!!!!
> Shame on you!!!!!
>
> Now then, starting right now, only do warranty work on equipment that you
> sold and installed. Problem solved!
That is good advice ... But only up to the point that you are *NOT*
trying to add to your customer base. I have added a lot of good folks to
mine that have taken it in the shorts from outfits that are not good
enough to be my competitor. Wade into the shit and produce gold. I make
it a point to only point out what I can do. Never diss your competition
to a customer. One of the Boys used to call the competition and point
out their fuck ups. I stopped that as I see no reason to educate the
competition. Its ok to do Ball Games, fish, Hunt with those guys..But
not a good idea to upgrade your competition.. Upgrade your own business.
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>
>
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Posted by Rod on May 31, 2008, 11:22 am
> > =A0Who's going to pay the
> > freight, how do I get the old compressor back and who pays the freight
> > on that? =A0Before it's over with, this guys going to end up spending
> > hundreds of dollars replacing a warranty compressor because he went
> > with the lowest bidder
> Who's paying shipping? The client!
> Why? Cause it isn't your shit or installation!
> Why is it your problem to cover equipment sold by your competitor? It's no=
> Why can your competition do jobs cheaper then you? Cause your fixing all
> their shit for them, UNDER WARRANTY!!!!!
> Shame on you!!!!!
> Now then, starting right now, only do warranty work on equipment that you
> sold and installed. Problem solved!
You have a good point. We have been trying to add to our customer
base and we do this stuff but are well compensated for it. We may
warranty the part but we charge a handling fee and are sure to make a
good profit. We've developed a pretty good relationship with all the
major namebrand suppliers so that when we order a warranty part that
we don't have to normally send back the old one, but just hang on to
it 30 days or so until the warranty credit is approved. So we usually
only have freight one way which the customer has to pay. Is this
right or wrong? Not sure to be honest. We have gotten a lot of
customers and kept them this way. This guy I'm talking about with the
restaurant is one of my customers and has been for years, but he went
and let someone else do this job because they would do it cheaper. Of
course I'm called to clean up the mess. Now I can do one of 2 things:
either fire him as customer or fix it and charge the mess out of him
for doing it. Again not sure what the right thing to do is but if I'm
going to clean up the mess at least I can make a good profit for doing
it. Although we've weathered the economy situation pretty well, I hate
to turn away the work and loose this customer. Believe it or not he
recommended me to another restaurant yesterday and we got another
compressor changeout out of the deal (not in warranty). So if you
figure that in we'll make pretty good for taking a few hours to clean
up this guys mess. Again although I've been in business for 11 years
now I'm still learning as I go and 'm not sure what the text "book
way" to handle this type situation would be.
Rodney
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Posted by KJPRO on May 31, 2008, 12:12 pm
show/hide quoted text
> We've developed a pretty good relationship with all the
> major namebrand suppliers so that when we order a warranty part that
> we don't have to normally send back the old one, but just hang on to
> it 30 days or so until the warranty credit is approved. So we usually
> only have freight one way which the customer has to pay. Is this
> right or wrong? Not sure to be honest.
Wrong
What happens when you have to send a part back and you've already billed the
client? You lose money for the return shipping!
It's to your advantage to have a good working relationship with your
distributors, not always does this travel to your clients!
Think of it this way... if you get a bonus, discount, free merchandise
(shirts, hats, mugs, etc) do you ALWAYS turn right around and hand this
stuff to your clients? I bet you don't, the returned warranty items
"relationship" is no different. Except, you may have to pay for some
shipping out of your pocket *if* you have to return a particular item after
you already billed your client!
As Noonie always says... the client pays for everything!
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> > and I'm going to look into that this afternoon.
> CD version is cool... search option!
> > We have been running
> > metal trunks for years while everyone else around spiders a duct
> > system with no metal to found other than the plenums and 25' runs in
> > all directions with flex straps every 5 foot or so.
> Gotta love the lowest bidder syndrome...
> Then the customer EXPECTS you to straighten it out for what it cost them
> originally. They don't understand that you have to rip out what was done a=
> then do it correctly. This is AFTER everything is drywalled and completed.=
> Like that's the time to redo everything!!!! :-(