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How do you handle labor charges on legit warranty issues?

Posted by Charles Allen on December 21, 2010 at 4:29pm in Business Growth, Expansion, and Current Opportunit

Wondering how you guys handle this?

 

Middle of the summer.  Phones are ringing off the hook with customers wondering where you are and when you will be on their job?  You get a "my pump you just put in 3 months ago is not working and my pool is turning green and the boss is coming tomorrow" kind of call.  You break a crew off of scheduled work, swing them by, they determine the motor will not work and there are no electrical problems - no water damage - a legit warranty.

 

Your team removes the motor, installs a new motor and seal kit, takes motor back to supplier, supplier gives you a new motor right there at the counter.

 

Here is the rub - anyone successful in getting re-imbursed for the labor by either the manufacturer's rep?  Or the distributor?

 

We don't think it is right to charge the customer for the labor but, it is equally not right to have to just "eat the labor" when you have a legit warranty - especially when time is so precious in the heat of the battle.  I sincerely feel there ought to be some re-course.  Some recovery for the opportunity cost of having to remove your techs from "paying work" to handle a defective motor (for instance).

 

Any suggestions?  I sure could use them.

 

Charles Allen

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Replies

  • Charles Allen January 20, 2011 at 6:14am

    Thanks Ben - i got Matt's number and will give the warranty center thing a try

     

    thanks for the input

    Ben Whitlow said:

    I assume that most of the equipment you deal with is Pentair. If so call Matt Zarch who is our local sales person and he will provide you the info for being a warranty station. I'll send you his number is case you dont have it.
  • Charles Allen January 20, 2011 at 6:13am

    Thanks Clint

     

    good perspective

  • Clint Combs January 19, 2011 at 7:59pm

    Whole goods like pumps generally have a manufacturer warranty. In these cases, I would turn this over to a warranty center. I would just chalk up the trip to diagnose the problem (and confirm that it was a warranty issue) up to the cost of doing business. It is part of the reason that I charge what I charge for labor.

     

    If it is a part (including motors--something that can be swapped out at the parts counter) then I figure that it is my job to warranty the installation--not the manufacturer. After all, I earned the money for the installation--the manufacturer didn't. Therefore, I am the one to warranty it.  

     

    When I sell rebuilt motors, I mark them up more than new motors, realizing that I will have to replace more of these during the warranty period and I want to build this cost into the price of installation.

     

    --Clint 

  • Ben Whitlow January 18, 2011 at 10:01am
    I assume that most of the equipment you deal with is Pentair. If so call Matt Zarch who is our local sales person and he will provide you the info for being a warranty station. I'll send you his number is case you dont have it.
  • Charles Allen January 18, 2011 at 9:55am

    Nice angle - thanks Ben

    I have not pursued that approach - will SCP facillitate? Or is it up to me to initiate and contact?

    Hope all is well with you and yours?

     



    Ben Whitlow said:

    Charles,

     You should ask your manufacturers to set your company up as a warranty station. Then the manufacturer will reinburse you parts and labor. Some of the manufacturers will even keep you supplied with common replacement parts to have in stock.

     

    Ben

  • Ben Whitlow January 18, 2011 at 9:32am

    Charles,

     You should ask your manufacturers to set your company up as a warranty station. Then the manufacturer will reinburse you parts and labor. Some of the manufacturers will even keep you supplied with common replacement parts to have in stock.

     

    Ben

  • Jeremy Hine December 21, 2010 at 8:12pm

    I know this game well.  I have built into the price of the job a return trip for a warranty call, or to reassure the customer how to use the new equipment.  I also put in writing a 1 year dealer warranty on everything I install/repair ( a wire nut, a 2" pvc elbow, a motor, what ever it is). I feel its what sets me apart from the competitors.  I have had to eat a few (the cost of doing good business, its built in to my price(for more on price see the discussions about flat rate http://www.poolgeniusnetwork.com/group/poolspatechnicians/forum/top...) but for the most part, so what. its minor, and my customer's know they can call on me for help no matter the age of the item.

     

    -Jeremy

    Florida Leisure Pool & Spa

    www.FLLeisure.com

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