Customer wants to supply material

[supasparxs]

A few years ago, I put some outside PIR lights up for a customer. (she supplied them)
about a week later she calls me up stating that one of them wasn't working.
I arrive and tested the light in question and showed that the light had power and the over-ride was working.

In the end we went to B&Q and I fitted the replacement light.

The customer was put out for me charging her for the 3 hours of my time (30 mins each way, fault finding, going to B&Q with her and fitting the new light).

she didn't realise that as she supplied the light, the responsibility of the light working correctly was down to her.

the the case of a customer wanting to supply the materials
I feel if they supply the materials, so be it, however they will pay waiting time if the material isn't there to be installed.
including any materials I had forgotten to include in a material list.

On a shopfit recently, the shopfitter changed his tune.

If I supply if I will warrantee it, if I don't I won't

 

[Spoon]

however they will pay waiting time if the material isn't there to be installed.
including any materials I had forgotten to include in a material list.

I agree with everything you have just said, but the above. If you have missed it off the list then its not the customers responsibility, but yours.

 

[Spazz]

I fully agree with Spoon.

If you dont list something down - sorry its your fault, not the customers!
Same situation if you do a quote for an installation of an item (e.g. CU change and you forget to charge for the RCD) Its down to you to fit the bill on that item, but you should be making enough in the first place to cover for little things like that.

If you forget to list something down, either get on with something else or dont charge for that time the customer or you have to go and get it - if you have to us your fuel then yes charge for fuel only at the government rate of £0.45 per mile.

Charging the customer for something thats your fault is why we get called the things we do - We are not ment to rip the customer off - Fair Trade!


Otherwise I fully agree with you supasparxs

 

[Goody]

... including any materials I had forgotten to include in a material list ...

This isn't right. However, the fact that everyone makes mistakes, it always pays back if we show some leniency towards these customers.