Guarantee's / warrantee for workmanship

[beesley121]

Hi guys,

I've been self employed for just over 12 months and never had any call backs to fix anything I may have not done properly (touch wood)

Anyway, I've had a text off a customer I fitted a ensuite for 6 months ago to say her towel rad is leaking that I installed for her.

Now all I did was exited the pipes already there to lift up the towel rad but it was obviously fine when I left and for 6 months afterwards.

Now I'm not trying to get away with fixing this but it was fine when I left so what's to saucers customer hasn't kicked the pipe or done something stupid

How long should I be liable for workmanship?

 

[TBServices]

Have you been to look at it? Could be something you're not liable for, seen a few towel rads Leak from welds.

If it was a workmanship issue (leaking tail etc) I would repair for free within that time.

 

[tamz]

You'll know when you see it. If it is just a nip up it may be worth the goodwill gesture.

 

[Phil]

Sometimes things leak after a few months, rarely though. Sometimes its not your fault. Most of the time you're failed by badly made fittings.

I fitted a Grohe bath filler recently in a bathroom and was furnished with the news it was leaking after a few weeks, got there to find the cartridge itself weeping out. Ordered a free replacement from Grohe and fitted it free even though they supplied.

I tend to do this a lot even though its not my fault but a bit of goodwill goes a long way.

 

[sonray ltd]

How long should I be liable for workmanship?

Any decent
tradesman would offer at least 1 yr workmanship guarantee. Many bathroom fitters now offer 5 yrs.
We give 5 yrs. Our guarantee is backed by an insurance company

 

[peteheat]

I only worry about call backs when I find my own stupidity or failing memory are part of the cause.

Most important action to take this and any other time is to get to your customer ASAP max 24 hours.

If your fault be prepared to eat a little humble pie, if not carefully & calmly explain the cause of the issue to your customer.

The longer you leave a problem not matter how small the less likely your customer will be to accept any explanation, we are service providers the consumer expects and deserves "Service" no more or less than we do when we have a problem with a product or service we buy.

There are times that the speed and courtesy with which you respond to such a call can mean the difference between more work for neighbours and extended family and having everyone the customer knows never willing to have you near their home.

 

[Ray Stafford]

How long should I be liable for workmanship?

Rather than considering it a liability, consider it a sales opportunity. Go and see the customer, ascertain the problem, and get it sorted if you reasonably can, even if it isn't your fault. Go the extra mile. Don't look at it as a pain, consider it part of the marketing element of your business plan.

It amazes me that companies spend £millions on advertising, and then have poor or "jobsworth" customer service. With one hand they spend a fortune to acquire a customer, and then through penny-pinching they throw them away again.

 

[TBServices]

It amazes me that companies spend £millions on advertising, and then have poor or "jobsworth" customer service. With one hand they spend a fortune to acquire a customer, and then through penny-pinching they throw them away again.

Most companies like this cant possibly offer the same kind of service as the little guy, and they know that so don't aim for repeat business, consumers know this yet still trust them to fit their central heating.

 

[petercj]

One of the reasons the main supermarkets have been able to see off companies like COMET is that they have a 'no argument' policy when goods are returned with any kind of fault within the first 12 months.

Turning a 'come back' into a positive for customers will increase the likelihood that they will come back to you again for further business, and in the meantime spread the word that you are a trustworthy tradesman.

Make the most of any opportunity to shine - a good reputation take years to build, but can easily be tarnished by a disgruntled customer bad-mouthing you.

 

[AWheating]

anything mechanical can fail/leak and will at some point. fix it for free if its within a year or two and keep your customer happy.

 

[PatchettPlumbing]

I would go anyway to look at it, keep the customer happy and guess it won't be much to sort out for her.

After all it's nearly xmas