If an out-of-warranty dishwasher breaks down, there’s basically got three options (assuming you’re not the kind of person who can fix it yourself): 1. Call the manufacturer to schedule a repair; 2. Call the store you bought it from to ask about a repair or a replacement, or; 3. Call an independent repairperson.
Is one of those any better an option than the others?
It’s hard to say — each has its own benefits and drawbacks. But typically with a straightforward repair like a dishwasher, they’ll be minimal. So a customer, in that case, is probably making their repair decision based on cost, how quickly a repair can be scheduled, or perhaps based on reputation. In other words, it’s a total crapshoot.
G.E. Getting a Leg Up on ISOs
General Electric, the mega-appliance manufacturer, is trying to make that decision a bit easier. It announced a new service tool this week, called the New Field Inspector System, or NewFi.
NewFi is a technology that allows G.E.’s appliances to be outfitted with computer chips that repair techs can tap into to pull diagnostic information from. So, for instance, if a fridge is on the fritz, a G.E. repairman could conceivably hook his computer up to the machine, and instantly tell a customer that this pump or that one was failing, without even rolling up his sleeves. That leads to quicker fixes and lower costs, G.E. says.
According to a company press release, “This technology gives the technician precision and accuracy to immediately identify a faulty part and reduce time in the customer’s home. And there’s a direct correlation between shorter service calls and customer satisfaction.”
Apart from making life a little easier for repairmen and field techs, G.E.’s program also underscores a distinct advantage OEMs, or original equipment manufacturers, have compared to third-party repair outfits: By building in technology that allows them to make a better, quicker diagnosis (and thus a quicker, easier repair), they can begin to differentiate themselves from the hordes of ISOs (independent service organizations) ready to step in to perform generic repairs.
A Big Decision
In the larger picture, fixing a dishwasher is a pretty small-potatoes repair. (No offense, dishwasher repairmen.) But what if instead of a dishwasher we were talking about big medical equipment like a CT Scanner — stuff that costs hundreds of thousands of dollars? Suddenly the decision between an OEM repair and an ISO repair becomes really important. By giving themselves a distinct advantage in the repair business, G.E. (and other OEMs) can not only keep the ISOs from eating into their market share (and potentially converting their customers to a new brand), but also start to ensure they land those precious long-term service agreements.
Focus on Field Service
Between the NewFi rollout on appliances and a separate announcement that it would send field techs to London to service any G.E. jet engines in town for the summer Olympic Games, it’s been a big week in field service news for Tom Edison’s company. “Our engines have world-class reliability, so the need for unscheduled service is low,” G.E. spokesperson Laura Schreibleis told the SmartVan. “But we are there, ready to help the customer anytime, anywhere.”
Ya know … just in case.
Click here to download a free whitepaper, “Five Steps to Make Field Service Profitable.”
How can a techie consumer get a hold of the software, and the CAT5 cable to computer dongle?
Lol. Apparently the person who wrote this doesn’t know how much it costs for newfi. The cost of appliance repair is more affordable than buying new for most appliances. The prices will be going up because of the bad engineering and prices of parts. Their is a subscription to use this newfi and it costs $400. So no prices will not go down.
I have microwave / oven combo that needs to be “HARD RESET” whatever the hell that means… It’s happened once already since installation, and now it’s going to need it again.
I don’t see the “wonders” in having to call a tech with a computer software to reset the the damn microwave everytime it goes out ( this will now be time number 2). What happens when the warranty is up? 100 dollars everytime the microwave goes out? Is my machine a lemon? Don’t know… but I’m already really pissed about spending 3k+ on an appliance I have to make 100 dollar calls for a literal 30 second fix. It’s all a scam already, and I’m living it.