After-sales service is an essential department within a company, responsible for the commissioning, maintenance and repair of goods sold by the company, whether purchased or not.
Kitchen installation after-sales service: an essential step
Once the measurements and installation have been completed, the kitchen installer is responsible for the following tasks: finalizing the work by completing a Certificate of Completion, in the presence of the customer if possible, and evaluating what has been done and what remains to be done, if any. However, even with meticulous installation, after-sales service may still be required, either to resolve problems or to respond to specific customer requests.
The after-sales service challenge: responsibilities and reintervention
Bearing in mind that after-sales service may be required following the installer’s intervention, Wipoz! raises the question of what happens if this after-sales service is not due to the installer himself. What are the conditions for the installer’s re-intervention? To obtain answers, a survey was carried out on the Wipoz! Facebook page and in a group on the same social network, focusing on key questions such as payment before re-intervention, payment of the SAP and the hourly cost of the intervention.
The survey results and the fair approach of Wipoz!
After a week’s survey, the results confirmed Wipoz!’s position. After-sales service must be provided by the kitchen specialist, and invoicing for additional intervention is defined according to precise criteria. If the intervention is linked to a defect imputable to the supplies or the designer, and exceeds one hour’s presence at the customer’s premises, the installer will invoice this intervention at the rate of €40 excl. tax per hour from the first hour’s presence at the customer’s premises. On the other hand, if the intervention is linked to a defect attributable to the installer himself, or does not exceed one hour’s presence, the cost remains at the installer’s expense. In this way, Wipoz! strives to be fair to kitchen designers and installers, while ensuring the satisfaction of its partners.