Welcome to our forum.
I forgot to mention: we do about 99% of our 'repairs' over the phone, "turn off the power, clean the filter, turn on the power. Call us if that doesn't fix it. "I'm working on doing them by mental telepathy, but I haven't quite got it yet. Though I did just see you roll your eyes Stuart....
I would farm out delivery long before service.
Just a word there close to my heart. My dealer did that, the people he hired tried to destroy my cover, and sell me $200 in chemicals I didn't need. The dealer really came through and made up for those fools.
I'm confused What is the difference between in warranty and out of warranty. I mean besides the fact that a portion at least is covered by the manufacturer when still under warranty. Do some dealer's only do service to spa's sold while under the warranty period? Spahappy
I have a service department and then cross train anyone else in the company that has troubleshooting ability.
Chas,Your looking to open up a can of worms by mentioning "marking up parts", Don't you get them for free. What, make a profit to stay in business, the nerve of you! Funny story, I once was called by a Dr. to check a piece of equipment, I informed him that the cost is $125 an hour with a 1 hour minimum. He asked how long the check would take (I could hear the irritation in his voice) and I said probably about 20 minutes. He then told me about the device some more and then I said it would only take 5 minutes. He flipped, insisting that this was unfair and how much money I'm making (I don't make that money, the company does) and even HE doesn't make that much. I proceeded to ask him why I get bills from doctors I go to and they spend 5 minutes with me and I see charges of $250 to $300 easily - he hung up!
I used to sell alarm systems, people would always ask me when it came down to payment "How much do you make off of this?" I would tell them, "I know your schedule, your alarm code and your clear code - How much did you want me to make?"