Ocuk Detectives...in ere please :)

[dowie]

They have e mailed jla but all they have been told is they have to pay,they are just a bit angry as to why such a large company can't get a machine fixed in a timely manner.
I think 3 months is poor ( same with my TV) and with it being a new machine parts should be there for broken machines.

Do they have an agreement re: what sort of timescale they can expect for repairs/support? (as in an SLA). What does it say?

Commercial stuff is different to your consumer issue, if suppliers were required to offer say repairs in a certain amount of time then they'd perhaps be charging more in the first place. They've paid for a product and maybe they've paid for a certain level of support too but at the moment it isn't clear.

 

[Schizo]

There is nothing in the agreement that says about time frames,the only support they have is free parts for 2 years and pay for labour.

 

[Schizo]

Without anyone seeing the service contract or knowing exactly what was agreed there's not much anyone can suggest really.

I wasn't after advice.....just some help with a email ect.

 

[dowie]

I wasn't after advice.....just some help with a email ect.

if they know what the format is for the e-mails they've had from customer service so far then perhaps finding the relevant account director on linkedin:

https://www.linkedin.com/search/results/people/?facetCurrentCompany=["772500"]

and then trying to escalate to him/her might be worth a shot

perhaps just a case of needing to know if it is first name.lastname@ or firstInitial.lastname@ etc..

also apparently these are the top customer service guys and girls:

https://group.jla.com/our-all-stars

might be worth trying to deal with them specifically