When is the warranty over?

[ortiz34]

Carpetkid said Additionally, if there is a warranted claim here in the great state of California, not only does the manufacturer provide the material, they also cover the labor and thanks to the Song Beverly Act, are liable for a "fair" profit to the retailer who handle the claim.

So it's ok for you to get paid for replacing a defective material and make a days pay, However it's crazy to give the dealer anything for their time and headaches with dealing with a claim??? A claim is more of a PITA then making a sale most of the time.

[Barry Carlton]

ortiz34 said So it's ok for you to get paid for replacing a defective material and make a days pay, However it's crazy to give the dealer anything for their time and headaches with dealing with a claim??? A claim is more of a PITA then making a sale most of the time.

I thought he was saying that that was a good thing

[Sean Moore]

I thought he was complaining about what was "fair". And I'd probably agree with him if I saw the invoices.

[Barry Carlton]

Sometimes it is so hard to tell over the ether.

[rgfloor]

Carpetkid is a manufacturers rep. so I would think that he is complaning about having to pay that "fair profit" to the dealer.

All too often when a product is replaced the amount given to the installer is not the full price that he would like to charge. Example: I know carpet mills who will only pay $3 a yard for take up and replacement. Their idea is that there is no cushion or strip to install, pull up carpet, slap new in, boom,bang, done!!

However I knew a dealer who would get replacement material and labor from the mill, back charge the installer for the material and make him install it for free, and also pull any commission from the salesperson. He was getting paid three time over!

Honesty in this business is a rare commodity!

[ortiz34]

barrycarlton said I thought he was saying that that was a good thing

If he was I'm sorry, I thought he was rolling he was rolling his eyes at the thought that the mill has to and should compensate for a replacement.
Anyhow, that is a good law if you ask me.

For all the defective jobs
You get "the" call from the homeowner or GC or what have you.
You try and troubleshoot the issue over the phone(just so you are not wasting a trip)
Then you set up a time to look at it yourself to see if it's valid
You set up an appointment and go look at it
So far gas, and AT LEAST an hour of my time is wasted
Then they want me to call my rep to "go look at it"
More gas, More time
Now they want an inspector
Goes back to store and fills out claim forms
A bit goes by, then customer is calling, I'm trying to calm him or her down saying it's being taken care of.
Finally the mill inspection comes back and it needs to be replaced, but they sometimes either try to low ball you by saying "material only, no labor"
Then you have to fight tooth and nail for let's say $5 yd with rip up and furniture to move
Now, I have to reorder the material, set up an install with the homeowner, set up the install with a crew
Off load the carpet on the freight truck when it arrives
Homeowners calling and complaining they are 5 min late and it's 8:05 and I said they'd be there between 8-830

Yeah, as a salesman/store owner this is exactly what I get out of bed for in the morning everyday, to not get paid for my time and work and headaches for something I had nothing to do with.

I do agree with Karpetkid on how he said retailers try to "oversell the warranties" however a lot get educated by listening to the sales rep from that particular company, which would be yours let's say. So there's more to blame on pushing warranties then just the store. Sometimes it stems directly from the source.

[Carpetkid]

The relationship between Retailer and Manufacturer should be a partnership. As a rep and as a manager, the manufacturer always goes above and beyond in the day to day operation. If the dealers start charging profit on claims, this will only be reflected in another price increase to adjust for the additional costs. Claims are a part of our business and are budgeted for in the overhead of the Mills.

Claims are like repairs...nobody wants to take care of them, but we all show up on pay day.

Retailers/Installers
How many times have you been charged for the inspection fee's after its deemed a consumer or installtion related issue? I'm assuming never...this is just one example of the Mills going above and beyond. Non-Manufacturer defects account for 85%-90% of the claims that are processed by the Mills (based on the claims I have been involved in over 13 years) .

How many times are you given discounts for claims that are replaced do to Non-Manufacturer related claims?

The overwelming additude in our industry (Retailer, Installer even Sales Rep) is the Mills are big companies with deep pockets and why don't they just make this go away for ME? And then pay you profit when its their fault?

Don't believe that was the definition of Partenership I read.

[ortiz34]

Carpetkid said The relationship between Retailer and Manufacturer should be a partnership. As a rep and as a manager, the manufacturer always goes above and beyond in the day to day operation. If the dealers start charging profit on claims, this will only be reflected in another price increase to adjust for the additional costs. Claims are a part of our business and are budgeted for in the overhead of the Mills. Claims are like repairs...nobody wants to take care of them, but we all show up on pay day. Retailers/Installers How many times have you been charged for the inspection fee's after its deemed a consumer or installtion related issue? I'm assuming never...this is just one example of the Mills going above and beyond. Non-Manufacturer defects account for 85%-90% of the claims that are processed by the Mills (based on the claims I have been involved in over 13 years) . How many times are you given discounts for claims that are replaced do to Non-Manufacturer related claims? The overwelming additude in our industry (Retailer, Installer even Sales Rep) is the Mills are big companies with deep pockets and why don't they just make this go away for ME? And then pay you profit when its their fault? Don't believe that was the definition of Partenership I read.

valid point

[Barry Carlton]

Carpetkid said The relationship between Retailer and Manufacturer should be a partnership. As a rep and as a manager, the manufacturer always goes above and beyond in the day to day operation. If the dealers start charging profit on claims, this will only be reflected in another price increase to adjust for the additional costs. Claims are a part of our business and are budgeted for in the overhead of the Mills. Claims are like repairs...nobody wants to take care of them, but we all show up on pay day. Retailers/Installers How many times have you been charged for the inspection fee's after its deemed a consumer or installtion related issue? I'm assuming never...this is just one example of the Mills going above and beyond. Non-Manufacturer defects account for 85%-90% of the claims that are processed by the Mills (based on the claims I have been involved in over 13 years) . How many times are you given discounts for claims that are replaced do to Non-Manufacturer related claims? The overwelming additude in our industry (Retailer, Installer even Sales Rep) is the Mills are big companies with deep pockets and why don't they just make this go away for ME? And then pay you profit when its their fault? Don't believe that was the definition of Partenership I read.

You might find this interesting: From Installer to Valued Business Partner

The whole thread for that matter.