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Author Topic: What to charge for time consuming diagnosis?  (Read 271 times)

Offline Wedgeman55

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What to charge for time consuming diagnosis?
« on: August 04, 2012, 02:32:05 AM »
     I had one of these today,  made me think of this topic.   
 
     Cooktop - went to service a GE cooktop today,  someone glued the damn thing down with liquid nails or some other super strong glue.  It took me almost a half an hour to loosen it enough to get it out,  then had to take the screws out of the bottom.  Took it apart and diagnosed.   Was a glass top,  and it needed two burners and one switch.    Gave owner an estimate and he said he would buy a new one instead.    I just made a SERVICE CALL.  1 hour.   
 
     This made me re-think my price policy.   
 
     So.........Starting as of now,  I am instituting a new policy for my company.   ON Cooktops,  In wall ovens,  Sub Zero's and other pain in the butt jobs,   SERVICE CALL ++++ LABOR  if it takes over 15 minutes to diagnose.   I usually just charged a service call, but.....Time is money,  I'll tell the customers upfront how much.      Otherwise,  it's not worth my time.    Gotta get paid for time consuming diagnosis.     
 
Commercial Laundry repair Tech and Installer  1973 to 1980
Service Manager / Technician Commercial Laundry repair company 1980 to 2002
Refrigeration - HVAC - Boiler School 1974-1976
Electronic School 1978-1979
Self Employed Appliance Repair Company 2002 to present

Offline twayneb

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Re: What to charge for time consuming diagnosis?
« Reply #1 on: August 04, 2012, 05:34:46 AM »
definitely a tough one i deal with, you can't always do it because the call may be a fill in but i try to screen calls as best i can and give customer the worst case scenario may loose service call but not losing money and hurting back pulling wall oven if customer isn't willing to spend kind of money you need to make. also my company has great relationship with local parts distributor who will allow us to return unopened parts no restocking fee. we try not to abuse this privilege but definitely helps to have a few extra parts on hand so you only have to slide that sucker out once

Offline Wedgeman55

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Re: What to charge for time consuming diagnosis?
« Reply #2 on: August 04, 2012, 06:04:08 AM »
I agree,  I usually try to guess before going to customer's house,  but half the time they cant find a model number, or don't give you the correct diagnosis.    I have a similar arrangement with local parts house,  but I would say maybe 3 or 4 times a year is all that I have to return any unused parts unless it is a bad or warranty part.    It is a tough one to call, on tese types of jobs.
Commercial Laundry repair Tech and Installer  1973 to 1980
Service Manager / Technician Commercial Laundry repair company 1980 to 2002
Refrigeration - HVAC - Boiler School 1974-1976
Electronic School 1978-1979
Self Employed Appliance Repair Company 2002 to present

Offline RegUS_PatOff

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Re: What to charge for time consuming diagnosis?
« Reply #3 on: August 04, 2012, 07:43:09 AM »
I've seen some service call rates posted
"$xx includes time & travel and 1/2 hour of diag and work"
"$xx each addition x/x hour"
(you could round-down on time after repair)
 
 
After leaving this Earth, "Do you want the smoking or non-smoking section?"

Offline twayneb

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Re: What to charge for time consuming diagnosis?
« Reply #4 on: August 04, 2012, 07:47:02 AM »
here you wedegeman on model number some customers can't seem to even figure out what brand they have. i guess i'm lucky that i work in a small area most cases it's still easier to return than to pull unit without any parts on hand. so many issues in this job that customers have no idea about, love customers that are to bothered to answer any questions when i call to confirm appt. still this job beats sitting in a cubicle all day.

Offline AJ

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Re: What to charge for time consuming diagnosis?
« Reply #5 on: August 04, 2012, 08:26:50 AM »
Quote
still this job beats sitting in a cubicle all day.
   O0
Hope you find our site helpful.

Offline Wedgeman55

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Re: What to charge for time consuming diagnosis?
« Reply #6 on: August 04, 2012, 06:11:07 PM »
 O0 O0 O0  best job out there.  No two days the same!
Commercial Laundry repair Tech and Installer  1973 to 1980
Service Manager / Technician Commercial Laundry repair company 1980 to 2002
Refrigeration - HVAC - Boiler School 1974-1976
Electronic School 1978-1979
Self Employed Appliance Repair Company 2002 to present

Offline MajorApp

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Re: What to charge for time consuming diagnosis?
« Reply #7 on: August 04, 2012, 10:49:42 PM »
A service charge IS a diagnostics fee no matter how long it takes. You can't raise the service charge because you think it takes too long. It's not like you run into these problems every day.

Offline Wedgeman55

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Re: What to charge for time consuming diagnosis?
« Reply #8 on: August 05, 2012, 01:59:34 AM »
     Point taken, however on certain items that are very time consuming to diagnose,  It may mean a higher priced service call for those repairs.    One company in my town has a stepped Service Call / Diagnosis price list.    For Double ovens, for instance,  this company always sends 2 men and charges double for a service call.   And double labor.   For Bosch, Samsung,  LG or Asko dishwashers,   They charge for installation and removal of dishwasher on their bill in addition to a service call.   Same for cooktops,  they charge a higher service call.   And also stack washers/dryers.   
     Lets face it,  to diagnose a direct drive washer should take no more than 5 minutes no matter what.   Same with dryers.   Refrigerators,  for the most part,  can be diagnosed rather quickly.   Problem with a Glass top cooktop,   It involves way higher than normal time to diagnose.   I think as long as you tell customer ahead of time what it will cost,  It should be ok.    I'm still considering what to do on this matter.    I really do appreciate everybody's opinion.    Thanks. 
     In the end,  we all should be properly conpensated for our time, that's all.
Commercial Laundry repair Tech and Installer  1973 to 1980
Service Manager / Technician Commercial Laundry repair company 1980 to 2002
Refrigeration - HVAC - Boiler School 1974-1976
Electronic School 1978-1979
Self Employed Appliance Repair Company 2002 to present

Offline twayneb

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Re: What to charge for time consuming diagnosis?
« Reply #9 on: August 05, 2012, 01:36:31 PM »
definitely need to be compensated for the time when we are in the house we have so many hrs that we work that don't get billed. i still try to keep the svc call/diagnostic fee the same guess the easy ones make up for the head scratchers or back breakers. back when my company still broke the bill down rather than using our flat rate i did work for a customer of ours who is a attorney. I think the labor at that time came out to maybe 65-75 bucks i was in and out in under 20 mins he said" wow at those rates you bill more per hr than i do" i told him" that's right we sure do that's the reason i dropped out of law school i found out how much money was in appliance repair"  wish you could have seen his face for that split second until he got the joke. still a good customer to this day he never questions our bills anymore even though our rates have gone up.

 

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