Call Out Fee - Misdiagnosis

red_boots2

screech_78 said:

I would give them time to respond.

We work regularly with them and they are generally one of the better repair agents. 

I don’t agree that you’re due a full refund however as someone did attend. 

So if I do my repair job wrong, I should tell the client "Hey at least I turned up"?

HillStreetBlues

screech_78 said:

I would give them time to respond.

We work regularly with them and they are generally one of the better repair agents. 

I don’t agree that you’re due a full refund however as someone did attend. 

Have to disagree, they sent someone who wasn't up to the job. If they had sent a chimp, as least the wrong info wouldn't have been given. 
Doubt they  could then claim "Mr Shifter" did attend and ask for a fee.

tightauldgit

HillStreetBlues said:

screech_78 said:

I would give them time to respond.

We work regularly with them and they are generally one of the better repair agents. 

I don’t agree that you’re due a full refund however as someone did attend. 

Have to disagree, they sent someone who wasn't up to the job. If they had sent a chimp, as least the wrong info wouldn't have been given. 
Doubt they  could then claim "Mr Shifter" did attend and ask for a fee.

It's a weird one though isn't it? Normally you'd look at what situation the customer would be in had they done the job properly - in this case they'd probably have been charged another £150 or more for the repair. So them misdiagnosing has left the OP better off in the long run. 

On the other hand it does kind of seem right that if they come and misdiagnose the issue then they haven't done the job properly and you shouldn't have to pay a penny.

Of course the practical matter is always there that if they've already got the money you aren't going to court to get back £100 so maybe it's worth offering to go 50/50 on it to cover their costs? 

screech_78

HillStreetBlues said:

screech_78 said:

I would give them time to respond.

We work regularly with them and they are generally one of the better repair agents. 

I don’t agree that you’re due a full refund however as someone did attend. 

Have to disagree, they sent someone who wasn't up to the job. If they had sent a chimp, as least the wrong info wouldn't have been given. 
Doubt they  could then claim "Mr Shifter" did attend and ask for a fee.

we’re only going on what OP has said though. This could be a temporary fix and theres still an underlying problem. 

NWAR are generally pretty good. I’m not saying they never make a mistake but we work with a number of different repair agents and their service is usually top notch. My feeling is they will refund anyway. 

HillStreetBlues

screech_78 said:

we’re only going on what OP has said though. This could be a temporary fix and theres still an underlying problem. 

NWAR are generally pretty good. I’m not saying they never make a mistake but we work with a number of different repair agents and their service is usually top notch. My feeling is they will refund anyway. 

I think there being two separate boards would limit the possibility.
Totally agree that  one (possible) misdiagnosis doesn't make it a bad company as mistakes do happens.

HillStreetBlues

tightauldgit said:

It's a weird one though isn't it? Normally you'd look at what situation the customer would be in had they done the job properly - in this case they'd probably have been charged another £150 or more for the repair. So them misdiagnosing has left the OP better off in the long run. 

It would be a interesting defence, "yes your honour, we did get it totally wrong, but by getting it wrong we saved the customer money".

tightauldgit said:

Of course the practical matter is always there that if they've already got the money you aren't going to court to get back £100 so maybe it's worth offering to go 50/50 on it to cover their costs? 

If they do offer 50% and won't budge I would take, then file a S75 for the other 50%

Adam173

tightauldgit said:

HillStreetBlues said:

screech_78 said:

I would give them time to respond.

We work regularly with them and they are generally one of the better repair agents. 

I don’t agree that you’re due a full refund however as someone did attend. 

Have to disagree, they sent someone who wasn't up to the job. If they had sent a chimp, as least the wrong info wouldn't have been given. 
Doubt they  could then claim "Mr Shifter" did attend and ask for a fee.

It's a weird one though isn't it? Normally you'd look at what situation the customer would be in had they done the job properly - in this case they'd probably have been charged another £150 or more for the repair. So them misdiagnosing has left the OP better off in the long run. 

On the other hand it does kind of seem right that if they come and misdiagnose the issue then they haven't done the job properly and you shouldn't have to pay a penny.

Of course the practical matter is always there that if they've already got the money you aren't going to court to get back £100 so maybe it's worth offering to go 50/50 on it to cover their costs? 

The only reason I’m better off is though shear desperation. 

The fact they mis diagnosed led me to looki mg on the internet in the hope that I didn’t have to spend £1200 replacing the appliance. 

It seems I’m not the only one to have had the same issue. After research the internet is littered with the same fault, and the same advice that while engineers say it may be the main PCB board it’s actually the ice making board. If YouTube and google knows this, why doesn’t an authorised engineer?!

Adam173

screech_78 said:

HillStreetBlues said:

screech_78 said:

I would give them time to respond.

We work regularly with them and they are generally one of the better repair agents. 

I don’t agree that you’re due a full refund however as someone did attend. 

Have to disagree, they sent someone who wasn't up to the job. If they had sent a chimp, as least the wrong info wouldn't have been given. 
Doubt they  could then claim "Mr Shifter" did attend and ask for a fee.

we’re only going on what OP has said though. This could be a temporary fix and theres still an underlying problem. 

NWAR are generally pretty good. I’m not saying they never make a mistake but we work with a number of different repair agents and their service is usually top notch. My feeling is they will refund anyway. 

Let’s hope you are correct. The reviews online of NWAR don’t point to a good outcome, but let’s just hope they are people with an ulterior motive. No doubt I will find out soon enough! 

Adam173

HillStreetBlues said:

screech_78 said:

we’re only going on what OP has said though. This could be a temporary fix and theres still an underlying problem. 

NWAR are generally pretty good. I’m not saying they never make a mistake but we work with a number of different repair agents and their service is usually top notch. My feeling is they will refund anyway. 

I think there being two separate boards would limit the possibility.
Totally agree that  one (possible) misdiagnosis doesn't make it a bad company as mistakes do happens.

Mistakes happen, as an engineer myself I agree. Testing the fuse in the plug and making a diagnosis on just that evidence seems careless to me though. I did that myself prior to them coming out….the whole thing smacks of making a quick buck. Again let’s hope I’m wrong, benefit of the doubt n all that until they respond. 

Money_Grabber13579

tightauldgit said:

HillStreetBlues said:

screech_78 said:

I would give them time to respond.

We work regularly with them and they are generally one of the better repair agents. 

I don’t agree that you’re due a full refund however as someone did attend. 

Have to disagree, they sent someone who wasn't up to the job. If they had sent a chimp, as least the wrong info wouldn't have been given. 
Doubt they  could then claim "Mr Shifter" did attend and ask for a fee.

It's a weird one though isn't it? Normally you'd look at what situation the customer would be in had they done the job properly - in this case they'd probably have been charged another £150 or more for the repair. So them misdiagnosing has left the OP better off in the long run. 

On the other hand it does kind of seem right that if they come and misdiagnose the issue then they haven't done the job properly and you shouldn't have to pay a penny.

Of course the practical matter is always there that if they've already got the money you aren't going to court to get back £100 so maybe it's worth offering to go 50/50 on it to cover their costs? 

To me, it’s similar to taking my car into a garage and they tell me they need to replace part X. That doesn’t fix it so they tell me I need to replace part Y. Then part Z etc. From reading the motoring forum on here, the general consensus seems to be that I should pay for all the parts and time spent because they fitted them and spent time doing it.

It’s not something I agree with (they’ve fitted parts I didn’t actually need), but for some reason that seems to be the view. This seems to be a similar situation, in that someone has spent time diagnosing, they would have bought a part (if they could get it) and fitted it only to find it still didn’t work and presumably would have wanted paid for that. So that would suggest they’d expect to be paid for their call out charge in full.

As I say though, I don’t agree that anything should be paid in either case, expect for the part that actually fixes it and the time spent fitting that part. When premium rates are charged, I expect them to get it right first time round, and not guess at what the solution might be. Anyone can do that…

Sorry, that turned into a bit of a rant!