I
Ivor Bates
Just wondering if any of you guys have had dealings with their service department / engineers? A customer of mine has one of their secondary hot water pumps constantly on, now it's not the sort of pump you'd find in a normal 3 bed semi it I'm talking about something that looks like this
Anyway I arranged for Wilo to carry out a fault diagnosis visit everything was arranged quite promptly and I was quoted a price of £64 plus vat per hour and there would be a minimum 3 hour call out charge bringing it to £230 inclussive this was to do nothing else other than to go there and diagnose the fault and report back and provide a quotation for the repair work. All this seemed quite reasonable to me. Their engineer arrived early and stayed no longer than 45 minutes (according to my customer) No phone call from Wilo was received, however an invoice arrived via email for £347.00 when I queried this they initially said there was travelling time to add to the bill, when I asked for a written breakdown they claimed the engineer was on site for 4.25 hrs and there was an additional charge of £17.50 for a pair of latex disposable gloves and rags! All of this sent alarm bells ringing, lots of emails being sent to one another anyway they have now sent a quote to repair the pump which will come to £1014.00. When I told them I had written confirmation from the customer that only 45 minutes was spent on site Wilo backed down and are refunding £117.00 now I'm in a situation of thinking does this pump actually require over a £1000 worth of work doing to it. What would be your views? The plumbing industry is constantly being accused of ripping of people and I am always trying to play fair with people relating to costs and charges, but when manufacturers are also at it, there isn't much hope for anyone in rip off Britain.
Anyway I arranged for Wilo to carry out a fault diagnosis visit everything was arranged quite promptly and I was quoted a price of £64 plus vat per hour and there would be a minimum 3 hour call out charge bringing it to £230 inclussive this was to do nothing else other than to go there and diagnose the fault and report back and provide a quotation for the repair work. All this seemed quite reasonable to me. Their engineer arrived early and stayed no longer than 45 minutes (according to my customer) No phone call from Wilo was received, however an invoice arrived via email for £347.00 when I queried this they initially said there was travelling time to add to the bill, when I asked for a written breakdown they claimed the engineer was on site for 4.25 hrs and there was an additional charge of £17.50 for a pair of latex disposable gloves and rags! All of this sent alarm bells ringing, lots of emails being sent to one another anyway they have now sent a quote to repair the pump which will come to £1014.00. When I told them I had written confirmation from the customer that only 45 minutes was spent on site Wilo backed down and are refunding £117.00 now I'm in a situation of thinking does this pump actually require over a £1000 worth of work doing to it. What would be your views? The plumbing industry is constantly being accused of ripping of people and I am always trying to play fair with people relating to costs and charges, but when manufacturers are also at it, there isn't much hope for anyone in rip off Britain.
