Whites
When taking a call from a customer the customer is to be made aware of their options with regards to how to go about having their appliance repaired. Option one is to allow the relevant appliance to be collected and taken to the workshop where the unit can be evaluated and a quote given on the repairs required, if the client does not accept the quote given the unit is returned free of charge. Option two, is the technician can do a call out but then there is a call out fee of R399.00 (effective from 1st September 2009) plus VAT involved. Even if the job is not taken up the call out fee is still payable. The reason for this is that when doing collection, quote and deliveries the driver and assistant will go out, in the event of a call out the technician has to be taken out of the workshop and therefore his time is billed.
Call outs
Most stoves are done on a call out basis, unless it is a free standing unit, or a unit that requires extensive repair, that is bound to take time. Large refrigeration units can and should also be done on this basis. The call out fees are R399 (effective from 1st September 1999) excluding Vat
Job tracking
Each and every job / appliance or part required for a customer buyout is tracked, by writing up a job card, and then completing the invoice once the job has been completed or the part acquired. The job cards and invoices follow in numeric sequence, and once the invoice has been paid the job and invoice are to be tracked on a job-tracking book.
When the relevant job / appliance arrive at the workshop it is fitted with a job sticker, either on the back or on the side. This sticker has on it the date, job number, customer name and telephone number. This is to prevent any confusion as to whom the appliance belongs to, and to keep track of work done on the relevant appliance. If a job is cancelled or scrapped it is to be so reflected on the tracking system.
Controls
When an appliance comes into the workshop, the relevant job card is placed onto a clipboard and hung up in the workshop. Once the technicians have evaluated the appliance they will either have repaired the fault if small, or would write down on the job card what components are required to indeed repair the appliance. The branch manager or head technician will then obtain prices for the relevant spares and work out a quote for the job. When a quote has been worked out, the client is contacted and informed of such. If the quote is accepted the job is completed, and the appliance tested thoroughly after which the customer is contacted again and a delivery scheduled. Please note that no delivery will be done without payment by, cash, cheque, electronic transfer or credit card for those branches with this facility.
Guarantees
90 days guarantee is given on all work done to whites, with the exception where Bergen's itself gets a longer guarantee on a component from the supplier in question. Sixty days guarantee is given on all electronic repairs, i.e. TV�s and Hi Fis.
