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Post by blinder on May 3, 2006 7:38:10 GMT 1
Thats a good response regarding the PL issue, but has ignored the upset caused by the DOR element of the new payment structure.
I really think we should be paid for a Hillarys fault DOR for the first blind, not the second instance.
Please don't ignore this issue, as I am sure it will become a very large bone of contention.
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q
New Member
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Post by q on May 3, 2006 8:07:38 GMT 1
Nice to read rossk retraction over PL .
Hillarys PL excess has to be stated in any future communication on this matter so we can make an informed decision on wether it will be acceptable.
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Post by pyramid on May 3, 2006 8:13:48 GMT 1
Farmer, why do you quality control your blinds?
According to my FSM you should fit them and then see if the customers (mugs) will accept them. If they won't it only takes two minutes to replace them.(his words) Incidently there are apparently over thirty staff involved in quality matters.
Anybody know if DOR calls will be put in our diaries or is this not a service call?
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Post by scotton on May 3, 2006 8:22:17 GMT 1
Pyramid. You obviously have an FSM who is totally in tune with the concept of good customer service! Destined for higher office no doubt!
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Post by BlindWizard on May 3, 2006 8:25:23 GMT 1
Thank you for the quick response Ross. With time to consider the clarification we can then decide what, if any, decision we need to make e.g. take out insurance or risk the extra expense. When will further clarification on the other points be forthcoming? (never happy are we  I briefly covered these queries in my letter, do you need a list of queries ? or could you list the items that are going to be clarified so that an Advisor can just let you know if they have any queries that are not on the list ? |
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Post by farmer on May 3, 2006 8:47:37 GMT 1
Farmer, why do you quality control your blinds? According to my FSM you should fit them and then see if the customers (mugs) will accept them. If they won't it only takes two minutes to replace them.(his words) Incidently there are apparently over thirty staff involved in quality matters. Anybody know if DOR calls will be put in our diaries or is this not a service call? the reason as i see it is this, I have been fortunate enough to turn over £350,000 -£400,000 worth of blinds for the last 6 or 7 years. All sold and fitted by myself, with the wife. Picture this, 17 fits in in a day. 2nd fit -problem, -affects rest of day. Saves going back, (cost to me) saves embarrassment, customer is then impressed with service. I could go on, but as it seems to me, no one at HQ accepts that by working this way, gives you a profitable well run agency. Only trouble is I SHOULD NOT HAVE TO DO IT. |
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Post by dibsdobs on May 3, 2006 18:52:51 GMT 1
Is it just me. I am noticing a trend of calling what would of been a dor, now being called a request for components. Had four in the last three days, IE missing brackets, no hangers, no cord weights, one louvre missing. Service support refused to put it down as dor. Has what would of been traditionally a dor been changed to save paying out!  Some of these will mean an extra trip for me, because of someone else's negligence. Why should I have to foot the bill. Talk about moving the goal posts! Giving ( very little) on the one hand, and then sneakily taking with the other. |
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Post by russell on May 3, 2006 18:57:48 GMT 1
that sounds a bit sneaky  im sure now youve mentioned it we will all look out for it i hope its not another scam |
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Post by grumperbear on May 3, 2006 20:04:22 GMT 1
Now that you mention it...................
l had to dor a couple of louvers because of dirty marks on them.
"l'll get some replacement louvers sent out to you, you don't want a 600 number" she says.
"Thats fine" l say.
But now that you mention it, its not fine.
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Post by hereticus on May 3, 2006 20:19:28 GMT 1
Is it just me. I am noticing a trend of calling what would of been a dor, now being called a request for components. Had four in the last three days, IE missing brackets, no hangers, no cord weights, one louvre missing. Service support refused to put it down as dor. Has what would of been traditionally a dor been changed to save paying out! Some of these will mean an extra trip for me, because of someone else's negligence. Why should I have to foot the bill. Talk about moving the goal posts! Giving ( very little) on the one hand, and then sneakily taking with the other. Not noticed this but if so, then very naughty. Possibly fair in the case of brackets, hangers, and cord weights because we all carry a spares kit anyway so should be able to complete the fit without any need for a return visit, but if they adopt this tactic for things such as missing or faulty fabrics then they are being very naughty indeed and it must stop. Suggest everybody keeps their eye open for this sort of abuse. However, somebody else mentioed '600' numbers - this is not a DOR reference but simply the Returns Number for faulty product, so if the DOR is for something that was missing then there is nothing to return. What is more important is to ensure that the DOR is entered against the original order number with an 'A' suffix, get a system number for the replacement items, and ask service support to tell you what error code is being allocated (and then check the error code against that on the invoice that comes with the parts. |
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Post by mendipmagpie on May 3, 2006 21:26:47 GMT 1
Hi Rossk
Thanks for the PL update but I hope no one is missing all the comments on the free first DOR Vs the first ,increased cost , agents error. Although I like others would like more info on the min and max exces costs I will wail for your next posting.
MM
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Post by essexman on May 3, 2006 23:07:49 GMT 1
Interesting that there appears to be a backtrack on PL insurance. As we are covered by Hillarys Pl anyway how are we self employed?  ? With the control that there is over our working day appointments etc we are employees with no perks or benefits. I'm surprised that the Inland Revenue let it continue. My day today has been 8 appontments which has taken 12 hours. I see that my availability has increased to 14 appointments which are presumably going to take about 18 hours. When do I do paperwork, eat and other bodily functions? Where is the EU working hours protection when you need it. I know that if we don't work we don't earn but I feel someone is taking the ....... |
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Post by BlindWizard on May 4, 2006 0:19:14 GMT 1
...As we are covered by Hillarys Pl anyway how are we self employed? ?...... You can be self-employed and cover by some one else. The construction industry do it all the time, the client will insist that the main contractor supplies the PL for their sub-contractors. |
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Post by gloryboy on May 4, 2006 8:55:49 GMT 1
Hillarys are never usually slow in using statistics to prove how right they are, perhaps they could provide figures on how much money claims for damage by agents is costing them annually, how many agents make claims and therefore the average claim. they could then give an idea of the % they would expect us to pay.
could be a quick and easy way to clear this up.
also if it is only claims arising from agents negligence should these agents still be with hillarys, if an employee in the factory was negligently causing damage wouldn't they be given their marching orders?
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Post by BlindWizard on May 4, 2006 9:09:28 GMT 1
I was told that Hillarys paid out £125,000 excess. Don't know if that is just the excess against actual insurance claims or total including amounts paid out that they didn't put an insurance claim in for. I presume that this figure is for the last year.
Well if it's £125,000 and they are planning to claim all that back from 800 advisors that's on average £156.25 each.
We aren't all going to have accidents/be negligent (I hope ;D), so say a third do that will be £468.75 on average each please.
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I briefly covered these queries in my letter, do you need a list of queries ? or could you list the items that are going to be clarified so that an Advisor can just let you know if they have any queries that are not on the list ? 
im sure now youve mentioned it we will all look out for it i hope its not another scam
? With the control that there is over our working day appointments etc we are employees with no perks or benefits. I'm surprised that the Inland Revenue let it continue. My day today has been 8 appontments which has taken 12 hours. I see that my availability has increased to 14 appointments which are presumably going to take about 18 hours. When do I do paperwork, eat and other bodily functions? Where is the EU working hours protection when you need it. I know that if we don't work we don't earn but I feel someone is taking the .......