William Sommerwerck wrote:



That said... many companies feel that their service departments should be
profit centers (rather than just breaking even), and don't care whether the
customer is happy.

** Most service centres operated by import agents spend their time doing repairs for free under warranty - they would be very lucky indeed if the out of warranty work that came along were profitable enough to cover that loss.

If RCF UK are very smart, they may have negotiated free supply of sufficient spare PCBs, woofers and horn drivers to cover both warranty and out of warranty work. Pretty much the only way to end up with a profit.

Anecdote:

One of my customers used a fair number of replacement cones for 15 inch JBL sound reinforcement speakers. The only supplier was the local agency for JBL - Jands Electronics.

When he asked (perfectly legally) for the 27.5% sales tax component of the price to be removed, this caused a big problem for Jands.

They offered him a 10% discount instead.

You see, Jands had not actually paid anything for the cones ( so paid no sales tax) and sold them on at around half the price of a new speaker.


..... Phil








..... Phil