electrical surges

DeanwMaven VIP

On our sales order it states that our maintenance agreements do not cover damage caused by electrical surges. We also have a separtate "suge sign off sheet" where customer either ops to purchase a surge $95 with nic/tel protection or signs acknowledging that they were offered one.
Customer today calls in for intermittent problems folling power outage. They have signed opt out on surge sign off. We determin copier (Savin C9020 needs a controller board) our price to customer is $1591.51. Customer wants to know how we can prove the damage was caused by a surge since their are 10 other copiers and other equipment in the building that were not damaged.
I'm interested in how you would handle this situation.
Thanks for any input!

4/19/114:25 PM

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Larry LevineMaven

First of all I would suggest you build in the cost of the surge protector into the cost of sales. I would never offer an option when it comes to surges. This is mandatory with my dealership. Depending on the surge protector you use you may not even run into this problem. Send me an email and I will share with you what we do.

4/19/118:34 PM

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txeagle24Maven

We recently stopped including surge protectors which caused some questions when one of my clients noticed his fleet of machines leaving w/ surge protectors on them & his new machines arriving without them. Now, I'm trying to get the old ones re-delivered. It would have been nice to know prior to the sale that we no longer include them, but it seems that the gap between service & sales will never cease to widen.

4/20/112:07 PM

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JasonRMaven VIP

I think your customer has a good point. Even if you found a "burn point" that is indicative of a external power surge, how can you prove it wasn't faulty design that caused the burn under normal power?

*IF* I were going to have a clause like this, I'd write my contract to say if you decline the surge suppressor then these boards are not covered in the agreement.

If I was the one deciding, I'd follow Larry's advice and simply include the surge suppressor with every machine, or if the cost/benefit didn't work out ($95 on every machine in my fleet buys a LOT of $1,000 boards), I'd eat the cost of the blown boards.

4/28/118:54 AM

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