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  • Ever been in a position like this or can advise me?

    Posted by Peter Cassidy on February 16, 2022 at 7:56 pm

    So, i get called out to a customer because their sign is damaged.
    it is a shopfront sign and from what i can see, it is storm damaged.
    the sign is a pan sign and fitted to an aluminium frame. it is well made, in my opinion, but has progressively come away from the wall and has flapped back and forth till the pans damaged and twisted.

    they want me to make a new one and fit it. but because of all the complaining, they made about the last company not accepting blame for this one. i am in two minds whether to bother or not. i spent most of the afternoon on this and i want paid for my work until now. dilemma!

    has anyone else been in this position?

    TIA 🙂

    Robert Lambie replied 2 months, 4 weeks ago 8 Members · 9 Replies
  • 9 Replies
  • David Hammond

    Member
    February 16, 2022 at 8:37 pm

    Yes, I’ve been in that exact situation.

    Customer went with the cheapest quote, the sign was storm damaged, flat ACM panel all bent and torn, folded back on itself.

    They wanted the cheapest option, my advice was the panel need replacing, but it would be impossible to match to the existing panels, the root cause was a rotten fascia, that again needed replacing.

    They complained about the originally company, I asked how long it was fitted for, and advised they rang the originally company quoting BS559:2009, and the service life of the sign defaults to 10years if not specified.

    Don’t know they had any success but someone screwed the panel back to the rotten fascia.

  • Chris Wilson

    Member
    February 16, 2022 at 8:49 pm

    Give them two prices.

    One for like for like. Point out there has been damage before and your advising against this and therefore not liable for any damage in the future.

    Second quote for something way over engineered.

    Balls now in there court and if they want the cheaper one with the 10 year guarantee or whatever, they will go somewhere else, possibly be told the same.

    On the other hand I’ve been called out to signs that have come down to find the fixings are smaller than my skins packet. Amazing effort some people go to for few pennies. Promptly got the other 3 10ft x 5ft panels down that where hanging on with.. don’t think I could even say a full thread. Half a thread maybe.

    • David Stevenson

      Member
      February 16, 2022 at 10:23 pm

      Hmmm, “skins” packet with torn corner! That can only mean one thing 😉 You must have had something stuck between your teeth and needed a small piece of cardboard to pic it out 🙂 🙂 🙂

      • Jamie Wood

        Member
        February 17, 2022 at 1:10 pm

        Indeed 😏

        • Chris Wilson

          Member
          February 19, 2022 at 2:55 pm

          Am afraid am not that much fun and use a scalpel for the old bacon and tooth problem, But i do run out of filter tips from time to time

  • Phill Fenton

    Member
    February 17, 2022 at 12:40 pm

    In my experience , whenever a new customer comes to me complaining about their experience with another sign co. they usually turn out to be trouble

  • Robert Lambie

    Administrator
    February 18, 2022 at 12:49 pm

    I wouldn’t walk away from the job…
    I would ask to be paid for the work you have now completed.
    Then address the new sign they are wanting.
    But now that you know what the customer’s expectations are, or how they will hold you responsible for any problems that may occur whether your fault or not. just make sure you cover your back and are clear with the customer on what you are offering with regards to their replacement sign.
    However, also offer them to sign or wave an aftersales maintenance agreement on the sign. which costs x-amount per year and means you will do a site visit each year in a specified month/week to check and maintain all is sound with the sign.
    Like we all do when buying a new TV or electrical appliance, we are offered different forms of cover at the checkout, which is their way of upselling to us. so no reason you cannot do the same for signs that could one day be a hazard to the public.
    of course, she will probably say, “no”. but at that point, she has now signed over responsibility to her.

  • Robert Lambie

    Administrator
    February 21, 2022 at 2:01 pm

    Hi Darren

    This type of thing would greatly depend on location, sign type, size, height etc.
    It would need to be something that works for you, based on the above. but would obviously need to be documented, scheduled etc.