[cannon]

I would really apreciate some advice on this matter.

I started an oven clean for a customer the other day, i removed element to clean the top and replaced it, it then started tripping the electric everytime it was turned on. A cooker repair shop shop tested the element and have told me its gone. Ive been told off another cooker engineer its not my fault its just gone, they do.

Now from the customers prospective its my fault and although ive been told it isnt im still sourcing a replacement element and having it fitted. Ive put insulation tape around the exposed wires and pushed out of oven cavity as engineer told me. Ive tried to contact customer tonight but no answer, ive left a message explaining the situation, and im sourcing replacement part and having it fitted, ive also advised to leave oven alone untill part is fitted.

Ive cleaned many ovens now without issue, in fact this is only problem ive ever had with any of my work, carpets upholstery etc.

Im just looking for some advise, has anyone had a similar situation? this is really playing on my mind

Thanks

[BDCS]

It all depends on what you want to do - if you think you want to keep the customer and to try to stop them slagging you off. What about offering to go halves on the repair or forgo your fee towards the repair. Even if its just bad luck the tighter customer will say its all your fault - some customer you'll never please. I had one nutty old dear I had a dispute with and we spoke to trading standards for advice, they are there for both parties and were very helpfull indeed.

[cannon]

I never want to see his cooker again in my life, total ball ache dodgy hinge, dodgy bulbs i didnt even get to do much cleaning to it.

I replaced bulbs and they stayed on constant even when the dial was off, so i put old ones back in and whilst we were talking one of them come on, it has now gone off again. This is why im getting an engineer to replace the part, perhaps this cooker has an underlying problem.

Sods law isnt it, when you get a problem its not your run of the mill oven its a bloody £1500 range. If it was any other cooker could have had the part had it fitted and stopped dwelling on it.

As it is i need to order part online so at best its gonna be tuesday before i can get it, my concern is the safety aspect, if he uses the oven and causes more damage or worse still electrocutes himself.

[Kev Martin]

Doesn't your liability insurance cover it?

Kev Martin

[cannon]

ive got public liability with treatment risks for carpets and upholstery, so i dont think id be covered

Yes this should have been updated once i started doing ovens but i put my hands up i overlooked this.

Besides I havnt technically done anything wrong so would they pay??

The replacement part is £70 plus however much to have it fit, which im more than happy to pay just to resolve the situation. im getting an engineer to fit it just incase theres an underlying problem with the cooker somewhere or if not its an independant person who can explain to customer whats happened ( he has already said its not my fault)

Just this being my first problem/dispute its really playing on my mind, ive asked him not to use the oven as well, just hope he doesnt in case of a problem.

[Bill1903]

I do a full check of any oven before cleaning and get customer to sign if there are problems(hinge knackered etc)

I very seldom if ever remove the grill element though

Some customers just try it on

[Scoop]

This is a case of pure bad luck. You've already shown your professionalism in the steps you've taken to resolve the problem. A lot of people wouldn't have done half of what you've done.

These things happen. I recently spoke to a chap who retired in his forties having made a fortune from building a business cleaning supermarkets all over the country. I asked him if he ever had a call from a supermarket to say that the cleaning team hadn't turned up. "Oh yes" he said. "That used to happen about ten times a day."

It's not as bad as you think. And it's adding to your experience of how to deal with problems. Your customer will probably be so delighted with your devotion that they'll recommend another five customers to you 

[Blast Away]

Some people would get a cleaner out knowing the element has broke just to get it replaced by blaming you.

Always check over things before commencing with work.

[cannon]

Well I was just saying to my friend the other day how pleased i was that this situation was resolved, I obviously tempted fate.

Had a call sat morn from the engineer who was sourcing a new element and fitting it (he had problems sourcing new element hence the delay)

He was at the customers house and informed me the wires connecting the element needed new terminals on and (being a dual fuel range cooker) needed a gas safe engineer which he is not.

So ive already paid £100 for new element and fitting and now im going to have to get a smeg engineer out when they open tomorow which is £70 call out.

Feel responsible but I shouldnt, cleaning an oven certainly doesnt cause these problems.

[Scoop]

Really feel for you Karl. You've gone above and beyond and I hope your customer will appreciate it.

Bear in mind though, we always remember the one job that went wrong but we forget the three hundred jobs that went right 

[Paul73]

@Blast Away i agree with your comment, there was is always one, no matter how many jobs you do.
Thats a right pain of a customer, but my first thought is, did you say in the post you started a new sideline or did you just do it because you were there or did they ask?
I agree again with Blast away the customer probably knew about it before hand, it wouldn't suprise me
You should have said, Did you know there was anything wrong with the element and have you had problems with it before, or just would not have touched it