Acceptable response time for guaranteed items

[Puddle]

Had a call from a customer this morning saying a c/h pump I put in about 8 months ago, seems to have packed up ,so they have no hot water
I said,I would pop round in the morning (Sunday) as busy today,he said he wants fixed now and would have to call someone else in today,if I could not make it and charge me
I pointed out he could not do this as a reasonable response time is required and that now that would be Monday morning

What do others think a reasonable response time is to return to works/parts still under guarantee ?..... assuming water not pouring through ceiling

 

[Plumbstar Tom]

non urgent i would say 5 working days

the product will be guaranteed with the manufacturer so if he wants to play hard ball send him to the manufacturer and advise you guarantee your labour

 

[kirkgas]

given the nature of the problem and the current weather i think your offer of a sunday visit is more than acceptable, as he has mentioned getting someone else and billing you, tell him to go ahead, then tell him you are under no obligation to attend immediately unless he is paying you a retention fee, or you specifically include 24/7 response as part of your sales pitch, also tell him that if someone else works on your work it MAY cancel the rest of your guarantee, unless they supply proof that the next guy is fully qualified, as he is being a prat also tell him if he wants you to visit on sunday you will do so but make it clear if the problem is not directly caused by your work (or faulty material) you will be charging him sunday rates. ie the pump may have failed due to dirty water, if thats the case the pump wont get changed under warrenty so he will need to pay for a new pump and your labour, he has behaved like a prat so deserves to get a slap, if he had been a bit more civil and accomodating you take it on the chin and visit for good relations,

 

[Gray0689]

I'd tell him where to go

 

[turnpin]

I think you are being reasonable I wonder what he would have done if he had not been able to contact you? how does he know that the pump is faulty is he qualified?.If it is coventional system why not put immersion on?If you have to pay only pay up to what you would normally charge for pump swapregards turnpin

 

[Gray0689]

Why would he have to pay Turpin the pump is 8 months old the pump manafacturers will not say it's faulty they will say set wrong dirty water ect if a custumer spoke to me like that I don't need his custom

 

[turnpin]

not for the pump for the labourregards turnpin

 

[turnpin]

Had a call from a customer this morning saying a c/h pump I put in about 8 months ago, seems to have packed up ,so they have no hot water
I said,I would pop round in the morning (Sunday) as busy today,he said he wants fixed now and would have to call someone else in today,if I could not make it and charge me
I pointed out he could not do this as a reasonable response time is required and that now that would be Monday morning

What do others think a reasonable response time is to return to works/parts still under guarantee ?..... assuming water not pouring through ceiling

Hi Puddle just wondered what the latest upshot of this post wasregards turnpin

 

[Puddle]

Don't know,he was going on and on ,I said in the end,I can come round Monday to check things out,if anyone else touches it ,the cover is void,ring me later to let me know if you want me Monday morning,not heard anything since ,so either something silly or they have got someone else,as not heard ,presume maybe another problem,I slept ok Sat night

 

[stevetheplumber]

i had the same thing recently 6 month old mixer tap had decided to part company from the spout guy phoned me up ranting how my work was shoddy so i put the phone down thinking he would be back on but never heard another word if he had been polite and i would have gone and sorted it as soon as i could as said customers like him i dont need