our store doesn't even have a repair shop anymore, if customer has a pa, we tell them it will be a week or to to get notice if we repair it or they get a new one. when actually we just stick in back room and junk it. then in a week we call them up to get their new replacement lol. other than pa, we tell them to hit the bricks we don't do repairs without pas. really makes them happy to buy here ….so basically if you have a sears mower, weed wacker, tv, etc. and getting close to the end of your pa, just make up a reason to bring it in and get a new one. anyone else doing this?
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How are you guys getting so many?
We might have one or two items in a month come in. Weird.
@gal I concur. For the moment, we still have a parts and repair store right down the road from us, so we don’t handle products with PAs. The repairs I have to deal with are returns and 991s. However, I do believe Aris can get you guys on the right track.
I was a backroom lead a while back. I cringed at how we handled repairs. You'd put it in the system and wait, and wait, and wait...and nothing would happen. Nobody would come out to repair the riding mowers or exercise equipment returned or brought in for repairs. It was better for the items that were eligible for replacement (weed wackers, push mowers) since you'd enter it into NPS and it would spit out an authorization a few days later, but if it had to be serviced, good luck. A lot of the times the customer would say never mind, take their item, and vow never to shop with us again. I couldn't blame them.
With appliances, we'd have somebody in to repair whatever needed fixed in no more than a week, because they were local. The L&G repair person was not.
We did have to send out vacuums and certain tools like miter saws and compressors if they were covered by a PA or if they were under warranty. Every single time something was sent to the repair depot, there was always some kind of problem. They never failed to take a month or two to ship it back. On top of that, they'd either break something, lose the item and have "no record" of it (despite UPS tracking showing otherwise), ship the wrong product back or they'd bill the customer even though they had a valid PA.
One time a lady brought in a canister vacuum. After two and a half months of waiting, she finally got it back--with a bed bug infestation. We were served with a legal complaint in small claims a few days later. Color me surprised.
Sounds like you guys aren't on the right program. Let Aris know and he'll get you sorted out.
Stores have not had repair shops in over five years or more.