d.o.r's

[scotton]

28 day DOR Rule

This is relatively new despite being under discussion for some time.
Manufacturing are questioning why a blind is DOR'd 28 days after an order has
been despatched. I can think of many reasons why this could be the case, i.e the
order requires a second DOR, customers have delayed the fitting, a part order
being sent which has delayed fitting. However, it can also suggest that some
customer complaints may not be resolved as quickly as they could be, or
deliveries not being checked thoroughly enough at the time (for example,
advisors raise DOR's for missing blinds three weeks after they should have been
delivered). This is an area that we would like to focus on, and for this reason,
it has been decided that from January 2006, all DOR's raised after 28 days of
the blinds being sent to you, will result in an Advisor Error code being
allocated and therefore the £7.50 fine will be charged. In the event of raising
a DOR after 28 days, and circumstances exist as I have described above (i.e.
customer had delayed the fitting) then please discuss this with me at the time.

This is word for word e mail from fsm!

[*Star*man*]

I can understand some of the reasons for the '28 day rule' on D/O/Rs but am totally bereft that the agent should be charged £7.50. I am sorry but this UN-ACCEPTABLE !

Also , i have no wish to enter drawn out negotiations with FSM,s in order to avoid each one as it occurs .

The scheme SUCKS , and needs to be nipped in the bud . I see this as a Major Problem , Who Agree's ?

doggy said:

28 day DOR Rule

This is relatively new despite being under discussion for some time.
Manufacturing are questioning why a blind is DOR'd 28 days after an order has
been despatched. I can think of many reasons why this could be the case, i.e the
order requires a second DOR, customers have delayed the fitting, a part order
being sent which has delayed fitting. However, it can also suggest that some
customer complaints may not be resolved as quickly as they could be, or
deliveries not being checked thoroughly enough at the time (for example,
advisors raise DOR's for missing blinds three weeks after they should have been
delivered). This is an area that we would like to focus on, and for this reason,
it has been decided that from January 2006, all DOR's raised after 28 days of
the blinds being sent to you, will result in an Advisor Error code being
allocated and therefore the £7.50 fine will be charged. In the event of raising
a DOR after 28 days, and circumstances exist as I have described above (i.e.
customer had delayed the fitting) then please discuss this with me at the time.

This is word for word e mail from fsm![/q





uote]

[RED]

doggy said:

28 day DOR Rule

This is relatively new despite being under discussion for some time.
Manufacturing are questioning why a blind is DOR'd 28 days after an order has
been despatched. I can think of many reasons why this could be the case, i.e the
order requires a second DOR, customers have delayed the fitting, a part order
being sent which has delayed fitting. However, it can also suggest that some
customer complaints may not be resolved as quickly as they could be, or
deliveries not being checked thoroughly enough at the time (for example,
advisors raise DOR's for missing blinds three weeks after they should have been
delivered). This is an area that we would like to focus on, and for this reason,
it has been decided that from January 2006, all DOR's raised after 28 days of
the blinds being sent to you, will result in an Advisor Error code being
allocated and therefore the £7.50 fine will be charged. In the event of raising
a DOR after 28 days, and circumstances exist as I have described above (i.e.
customer had delayed the fitting) then please discuss this with me at the time.

This is word for word e mail from fsm!

Doggy
I think we need some clarification on this from Melissa or Ross, If it is true then customers will be the ones to suffer, not agents as I can not see an agent ordering any DORs after 28 days if they get penalized for the Honor of rectifying faults for Hillary's.
Red

[desmorse]

I'd have thought the 28 day rule was obvious. If a wood slat warps or a cord snaps - it must be because we fitted it wrongly!
We all know Hillarys quality is 100%, so it can't be their fault can it?

Seriously though, I haven't received anything on this. Either it's someones idea of a crimbo wind-up, or it's being trialed in 1 area.
All of you who have been notified, what area are you in? I'm Hampshire and have heard nothing.

[scotton]

Lincolnshire and if its a trial anywhere it wants stopping

[phugly]

I have not received anything about this, but if I do, I will be raising a stink with my FSM, especially as I have already been fined for a mis-measure that wasnt

[saxman]

Ive heard nothing about this from my fsm yet neither......


then again i havent anything from him in months.... ;D

[farmer]

doggy said:

I received my xmas present today in an e mail the nesxt one wished me merry xmas as far as im my fsm can stick their merry xmas where the monkey stuffed his. It goes to show that what they say is b******s. They seem to think that saying nice things one minute allows them to stuff you the next and I for one will not be standing for this little load of crap about dor's. I too can make new policy and even though I hate upsetting customers I am not standing for this. From january any dors outside 28 days I will go to the customer and give them my fsms name and mobile number I shall also give them hillarys number and the names of Mellissa Bunyan, Ross Kenney and Craig Edwards after explaining to the customer the reasons why I can do nothing until they approve the dor. I am not having monies taken from me because of a failure of hillarys product or because a customer decides they do not want their blinds fitted straight away. This is serious and i think hillarys have pushed it 1 step too far. If you agree with this please post a reply and lets see how many of u are not willing to put up with this.

I am with you 100% Doggy.

Lets have their telephone no:s posted on here.
Another good idea is to give the customer a stamped addressed envelope in any of the top brass names.
Better still !!! write a standard letter, photocopy it, and ask them to sign it and post it..................

[nonails]

doggy said:

I received my xmas present today in an e mail the nesxt one wished me merry xmas as far as im my fsm can stick their merry xmas where the monkey stuffed his. It goes to show that what they say is b******s. They seem to think that saying nice things one minute allows them to stuff you the next and I for one will not be standing for this little load of crap about dor's. I too can make new policy and even though I hate upsetting customers I am not standing for this. From january any dors outside 28 days I will go to the customer and give them my fsms name and mobile number I shall also give them hillarys number and the names of Mellissa Bunyan, Ross Kenney and Craig Edwards after explaining to the customer the reasons why I can do nothing until they approve the dor. I am not having monies taken from me because of a failure of hillarys product or because a customer decides they do not want their blinds fitted straight away. This is serious and i think hillarys have pushed it 1 step too far. If you agree with this please post a reply and lets see how many of u are not willing to put up with this.

I'm with you on that I will never be in a situation where they can dock my money for their crappy product.

I have a broken ladder on a wooden fitted 5 weeks ago come up on my ansafone this morning.
Is that an automatic deduction from me, in which case it will never be done, or is it a guarantee claim against Hillarys which I am supposed to suffer the costs of putting right, inwhich case it might get done??

Tell me someone, for crissakes??AAAAAgh!!

Nonails

[nonails]

doggy said:

28 day DOR Rule

This is relatively new despite being under discussion for some time.
Manufacturing are questioning why a blind is DOR'd 28 days after an order has
been despatched. I can think of many reasons why this could be the case, i.e the
order requires a second DOR, customers have delayed the fitting, a part order
being sent which has delayed fitting. However, it can also suggest that some
customer complaints may not be resolved as quickly as they could be, or
deliveries not being checked thoroughly enough at the time (for example,
advisors raise DOR's for missing blinds three weeks after they should have been
delivered). This is an area that we would like to focus on, and for this reason,
it has been decided that from January 2006, all DOR's raised after 28 days of
the blinds being sent to you, will result in an Advisor Error code being
allocated and therefore the £7.50 fine will be charged. In the event of raising
a DOR after 28 days, and circumstances exist as I have described above (i.e.
customer had delayed the fitting) then please discuss this with me at the time.

This is word for word e mail from fsm!

What this FSM is saying is " The Agent is guilty and will be charged, wheter the Agent is proved innocent afterwards is entirely up to Hillarys, and it will cost him £7.50 to recoup his £7.50 so we stay in front and can I be king of the Castle now please?
Aren' t I a clever thingy?

[desmorse]

Asked someone on the help desk today, he explained it very differently.
What he seemed to be saying was when a DOR is raised, they follow it up with customer call to see if it's been fitted and is OK. Often, they find it's never been fitted, so if a DOR hasn't been fitted within 28 days, it wasn't really necessary and advisor was wrong to raise it. This suggests the 28 days is from despatch of the DOR, not the original order

Be interesting to find out the reality, but this would make more sense.

[filo]

Hi
I got this e-mail as well, if it is a wind up as some people think, well the FSM needs removing,
as I for one don’t find it’s funny.
But I don’t think it’s a joke, this is just another way of H/O gaining control.
If you were to do it the Hillary way, when you sell the blinds, Sam default to 2 week for fit, which
Means any Dors would be within the 28days, I’m certain you have noticed they have chosen the despatch date
not the fit for the start point, this may be them having a go at advisors using factious date for fitting, remember
they want to know what you are doing and when you are doing it, what do you think Sam is for, so the
only way for them to get you to do it their way is for it to cost you if you don’t, as usual they are only looking
at this in black and white not you or the customer have any say or so they think., so the way I will play this is to dors
anything that needs it on the day of fit ,this should be within the 28 days,( no FSM involvement needed)
if a customer reports a fault after that, they will be directed to customer care because as far as I am concerned
that comes under the guarantee and the guarantee is with hillarys not me, remember when we fit the blind or blinds
the customer signs to say satisfied with the fitting not the product, our job done.

[amberley]

Hi Grey van man - the explanation you have received certainly makes more sense and I think I could live with that provided the £7.50 is charged only if we have not fitted the DOR within 28 days of despatch and we don't have to fight to get it back when we prove we have!

But this is typical of Hillarys with different explanations coming from different people and it needs clarifying as a matter of urgency.

I'm in South Wales and haven't received the letter yet.

Amberley

[pyramid]

Seem to be having trouble with vertical louvres not aligning . Feels like the chain will snap if I tug any harder. Wouldn't mind but this was a D.O.R. because of mixed spacers!! in the first place. Have H.O. admitted these faults to anyone? This will mean at least four visits to this sale. Just glad it's not a 3 for 99.

[desmorse]

If by mixed spacers you mean 3,1/2" and/or 5" spacing, I suggested a very simple and foolproof method to prevent this years ago.
I've had this problem several times and was told it's quite difficult to differentiate between the 2 sizes. My suggestion was to make 3,1/2" spacers white and 5" any colour other than white as they can't be seen.
As ever, nobody listens.

pyramid said:

Seem to be having trouble with vertical louvres not aligning . Feels like the chain will snap if I tug any harder. Wouldn't mind but this was a D.O.R. because of mixed spacers!! in the first place. Have H.O. admitted these faults to anyone? This will mean at least four visits to this sale. Just glad it's not a 3 for 99.