How do you handle wise guys?

Mike2007 · 25 Sep 2021

Did a smallish job to sort out an electro mechanical problem. System tested out with wife using Hive.
After getting invoice all goes quiet. Phone customer (husband), who says "its not working, problem isn't fixed".
Do I tell him if I visit and find no fault its a charge for visit + bill?

Swwils · 25 Sep 2021

If your work is good then a bit of time to help the customer understand its strengths and limitations and the thought process behind them goes a long way.

Mike2007 · 25 Sep 2021

Swwils said:
If your work is good then a bit of time to help the customer understand its strengths and limitations and the thought process behind them goes a long way.

There are no strengths or limitations to my work. Its electro mechanical not a book of poems I've wrote lol.
Engineering is black and white, grey is for the cowboys.
Nope, this chap just has short arms and deep pockets.

Swwils · 25 Sep 2021

But the system includes a hive? Which to the end user does have its own strengths and limitations.

If you are customer facing these issues are there for you to explain and resolve, because like you say you are the engineer and they are the customer.

HERTS P&D · 25 Sep 2021

I would always go back to a customer once, explain how everything works, show them it working correctly, then get payment whilst on site.
If they call you back saying it's faulty again then tell them any further visits are chargeable prior to attendance. Don't forget everything is guaranteed for 1 year unless it is a temporary repair which would be mentioned on the invoice.

Then it would be up to you if you work for them again.

Andy

Mike2007 · 25 Sep 2021

Swwils said:
But the system includes a hive? Which to the end user does have its own strengths and limitations.

If you are customer facing these issues are there for you to explain and resolve, because like you say you are the engineer and they are the customer.

The Hive has had a full functional testing from the opps based in South Africa who do the IT.
The Hive has been in for months and months (installed by someone else). They both know how to use it and have demonstrated this.

Mike2007 · 25 Sep 2021

HERTS P&D said:
I would always go back to a customer once, explain how everything works, show them it working correctly, then get payment whilst on site.
If they call you back saying it's faulty again then tell them any further visits are chargeable prior to attendance. Don't forget everything is guaranteed for 1 year unless it is a temporary repair which would be mentioned on the invoice.

Then it would be up to you if you work for them again.

Andy

It was demonstrated to the wife in person, she knew how Hive opperates . The husband wasn't available to watch even at 6pm.
Could Hive be opening the heating zone valve at strange times, as this is what he is complaining about??

Bodd · 25 Sep 2021

What I do on every job now is make a WhatsApp video explaining how to operate/work said device or filling system. Send it to the customer. If they say it doesn't work then I'll always go back and deal with the issues. Be it them or the said device.

CBW · 25 Sep 2021

I would say if you know it is the Hive, then suggest it’s chargeable, but perhaps follow Andy’s procedure and get paid whilst on site.

Mike2007 · 25 Sep 2021

It has also been suggested there might be a frost stat somewhere, triggering the boiler in coldest part of night?
As yet no frost stat found.

CBW · 25 Sep 2021

What seems to be the issue with it? Random firing all the time, or just in the night?

DP · 25 Sep 2021

Mike2007 said:
Did a smallish job to sort out an electro mechanical problem. System tested out with wife using Hive.
After getting invoice all goes quiet. Phone customer (husband), who says "its not working, problem isn't fixed".
Do I tell him if I visit and find no fault its a charge for visit + bill?

I would attend and check the system and get paid. Else walk away as a small job is small payment, hardly missed. Thereafter I would black list their name. Ask what the issue is, demonstrate system is working correctly.

Could be external problem with MVs etc which might seem as though your work is suspect

Mike2007 · 25 Sep 2021

CBW said:
What seems to be the issue with it? Random firing all the time, or just in the night?

He seems to think at night.
New zone valve fitted.

CBW · 25 Sep 2021

Obviously you’re not going round in the middle of the night

could it be a back feed voltage? A link left in the boiler?

Swwils · 25 Sep 2021

Assume the user report is true.

What would you install to guarantee it not firing at night?

Discuss and install that on a chargeable rate.

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How do you handle wise guys?

Bodd

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