what to do...

[wozz]

im unsure of what to do in this position.

On saturday me and the apprentice were finishing a rewire. After alot of messing about with things that werent quoted for i was happy to finish and get the final cheque.

The customer left and we were there tidying, before they left we were asked to find out why a bathrooom light was not working.

i said to the apprentice to check the connection and the lamp. I said dont pull the fitting down do it from above.

The upshot was he went in the loft checked connections, pulled the fitting down and checked the lamp, problem being the poxy downlight had been painted up to and he section of paint approx 2x2inches had come down.

turned out the lamp of the box was blown.

Customer is now very unhappy, and asking why should he repaint the ceiling. a loft hatch also got left off and a loft light left on which he also complained about, i should have checked these things but didnt i know my fault, but i was distracted with talking to next door neighbour. i know silly.

ive done alot of extra work to get this cheque, but didnt mind cos they were nice people and flexible.

I can see his point but if i had moved the fitting the same thing would have happened.

what would you do in this situation, i feel its a bit strong if i arrange for the ceiling to be painted especially due to the extra works and it was a 'can u look at this while here job'. On the other hand i dont want a unhappy customer. What are your thoughts on this????????? cheers

 

[Zeespark]

I would have said that some damage MAY occur when sorting this problem out. Apart from that, leave the client to it (should you expect to do everything for nothing in return?). If there were no other extras I would have had a look but charged him for the work, but as you have done other bits then you should be financially compensated.

AndyGuinness

 

[sellers]

I would explain you are very sorry about this, but also explain the extra unpaid work you did for them, and that this was also another extra unpaid job. I would say you couldn't guarantee a paint match or quality of repainting it and suggest they get a painter in. Maybe the savings in all of these free jobs you've done could pay for the painters cost.

Thats what i think I'd do, but im not too experienced with these kind of things.

 

[Lurch]

Loft hatch and light, fair enough, all you can do is apologise.

The bathroom light though, it's not your fault is was painted up to, one of my pet hates that having accessories painted up to rather than having them removed so when you remove them later they pull the paint away with them. I'd tell him to get bent.

 

[sellers]

Also as andy says, always mention you will probaby damage things, I'm not the best with patience and even if i'm trying really hard it still gets a little damage. At least then you've covered your back.

 

[Andy™]

charge them for the extra work

 

[Zeespark]

Heres one for moaning clients:

A friend of mine changed over a fusebox at clients request. All fine and dandy, tested out ok certs given the whole works. Then the client wanted the old board back (3036) because the paintwork didnt match on the wall between old box and new.

AndyGuinness

 

[lilman]

I had a similar situation last month; just finished 4 days changing a CU and running earths to all the lighting points - customer asked if while I was putting the floorboards back in place, I wouldn't mind fixing down a couple of squeaky boards elsewhere. Basically I hit the incoming water pipe under the boards - no wonder it was squeaky. Luckily I found a stop tap eventually (customer had gone out) - bit of a mess. Got a plumber mate to come and fix things. The damage to the decor wasn't too bad suprisingly - I've got no idea where a lot of the water must have gone. Anyway I think you've no choice but to take it on the chin and keep a happy customer this time. A ****** I know, but you won't knowingly let it happen again.

 

[batty]

Agreed with lilman on this, just paint ceiling if you can or get someone else to do it if you can't and don't do extras for nothing.

Batty

 

[tom1]

I had a similar situation last month; just finished 4 days changing a CU and running earths to all the lighting points - customer asked if while I was putting the floorboards back in place, I wouldn't mind fixing down a couple of squeaky boards elsewhere. Basically I hit the incoming water pipe under the boards - no wonder it was squeaky. Luckily I found a stop tap eventually (customer had gone out) - bit of a mess. Got a plumber mate to come and fix things. The damage to the decor wasn't too bad suprisingly - I've got no idea where a lot of the water must have gone. Anyway I think you've no choice but to take it on the chin and keep a happy customer this time. A ****** I know, but you won't knowingly let it happen again.

its the old can u just, or while your here.

was part of an expensive bathroom job, and went back to do another job and they asked me to put up a towel holder in the bathroom (only a 5 min job) not in the original quot. they said they did not want to do it because they might crack the tile. so what would have happened if i cracked the tile on this 5 min free b, i bet they would expect me to replace it.

 

[wozz]

thanks for the replies guys they are appreciated. i dont usually do extras for free and i would usually do what it takes to keep the customer happy. in this situation i would have to pay for the ceiling to be painted when i feel i have gone beyond my job already. O well will ring round tomorrow and see what i can do. Will ring the customer and see what he says.

Just seems a shame on the last day of a job thats been doing on for four months, on the last day for this to happen.

 

[Evans Electric]

its the old can u just, or while your here.was part of an expensive bathroom job, and went back to do another job and they asked me to put up a towel holder in the bathroom (only a 5 min job) not in the original quot. they said they did not want to do it because they might crack the tile. so what would have happened if i cracked the tile on this 5 min free b, i bet they would expect me to replace it.

Thought it was just me who got the old " Can you just" and "While you're here" What they are really saying is " Will you do this for nothing"

Deke

 

[SPECIAL LOCATION]

im unsure of what to do in this position.On saturday me and the apprentice were finishing a rewire. After alot of messing about with things that werent quoted for i was happy to finish and get the final cheque.

The customer left and we were there tidying, before they left we were asked to find out why a bathrooom light was not working.

i said to the apprentice to check the connection and the lamp. I said dont pull the fitting down do it from above.

The upshot was he went in the loft checked connections, pulled the fitting down and checked the lamp, problem being the poxy downlight had been painted up to and he section of paint approx 2x2inches had come down.

turned out the lamp of the box was blown.

Customer is now very unhappy, and asking why should he repaint the ceiling. a loft hatch also got left off and a loft light left on which he also complained about, i should have checked these things but didnt i know my fault, but i was distracted with talking to next door neighbour. i know silly.

ive done alot of extra work to get this cheque, but didnt mind cos they were nice people and flexible.

I can see his point but if i had moved the fitting the same thing would have happened.

what would you do in this situation, i feel its a bit strong if i arrange for the ceiling to be painted especially due to the extra works and it was a 'can u look at this while here job'. On the other hand i dont want a unhappy customer. What are your thoughts on this????????? cheers

I would apologies for any inconvenience caused,

remind him that on occasions to work on accessories you do need to remove them.

Unfortunately You cannot be held responsible for any decor that may be loose/flaking/stuck to an accessory or similar.

However as a good will gesture you will offer either..

1/ To pop back and paint the small area that has come loose with a single coat of emulsion..

(but this may not fully match existing ceiling shade)

OR

2/ You will refund

 

[Cirrus]

I always say to the customer that there is a slight chance damage can occur and that I won't be held responsible. They are always fine with that - as long as you put them in the picture.

 

[Bez]

I always say to the customer that there is a slight chance damage can occur and that I won't be held responsible. They are always fine with that - as long as you put them in the picture.

Agreed, always give them worst case scenario, then everything else is a bonus.

Did a hob in a kitchen this morning, had to come down from cooker switch and behind worktop. Told them they could lose 4 tiles, only lost two, over the moon.