Bit worried, some advice please.

dekh

My brother in-law has just started in business for himself.

In the past he's worked for a couple of the companies that do warranty repairs on furniture.

What he offers now is a furniture report to the customers that are getting nowhere with the retailer/manufacturers of faulty furniture.

This morning he got this message form one of the warranty service companies:

"I am not happy with your comments in regards to larger
service companies taking bonuses, this is an unfounded comment and should
be removed."

We're pretty certain this refers to the following text on the site:

"Some retailers and large chains utilise their own in-home service agents, but very often these are contracted and paid for by the manufacturers, often using Bonus incentive schemes."

Funnily enough he used to work for the company that has put in the message and he says that while he was there, there was such a bonus scheme and that the other companies he's worked for also have bonus schemes.

To paraphrase him, the schemes are there to encourage a first visit fix (which is good) or writeoff to normal wear or abuse (someone's slashed the suite with a knife, poured paint on it or the dog has mauled it would be abuse) but the encouragment is to also write off faults like split seems, lifting dye, squeeking frames etc.

Do we just leave the text up because it's true or take it down just in case?

Sorry, that's a long post.

melipona

If you think you can justify your statements in court should somebody take that route then let them stand. Personally I would choose to minimise my risk, especially if operating as a sole trader and the liability that carries.

dekh

Thanks for the advice. I'm going to pass it on. It's good to hear from a sensible head.

In the meantime I've watered the text down while he thinks.

"but these may be contracted and paid for by the manufacturers, sometimes using Bonus incentive schemes. These may vastly affect the quality of the reports,"

Absolutely amazed that his site is causing ripples already. It only appeared in google's index last week!

Mike_by_the_Sea

dekh wrote: »

Thanks for the advice. I'm going to pass it on. It's good to hear from a sensible head.

In the meantime I've watered the text down while he thinks.

"but these may be contracted and paid for by the manufacturers, sometimes using Bonus incentive schemes. These may vastly affect the quality of the reports,"

Absolutely amazed that his site is causing ripples already. It only appeared in google's index last week!

Hi dekh

I would have to agree with melipona. The wording on the site could be seen as provocative to the retailers and large chains.

Does your B-i-L need to put that paragraph in at all? Although he may feel that this can be the cause of the problem, does it really add any value to the professional service he is providing?

Maybe something like this might be better.........

Why can't I get the Retailer to help me any further?

Once the retailer has received the report from their appointed contractor they will assume that this is an agreed report between yourself and the contractor and will then take your claim off the system and deem it 'resolved, even though you the customer are not satisfied!

That's where etcetc.......

Good luck

Mike

dekh

Thanks Mike,

He's decided to leave it in, for now, but slightly reworded.

He's done it because the people he's been to see keep saying that they don't understand why they just can't get stuff fixed and (mostly) because he's found all the documentation from when he was an employee that explained the bonus scheme so he's quite happy to stand up in front of "Yer 'Onor" if there is a problem.

:cool: