You brought up an interesting comment.
1. Yes, you confirmed what I stated above: Most of these guys are "Arm-Chair Engineers". They just don't pay attention, and/or just do not get it.
2. If a cleaner brings in their broken down machine (always the generic ones, btw!) they want YOU to diagnose the problem........Free.
Comparison: (A) My car is in the shop at the moment. The Dealer charges a "Diagnostic Charge" of $160.00. This charge is due even if you decide not to have them work on your car.
(B) The Refrigerator stopped working. Called Appliance Service. They charged a diagnostic charge of $90.00 with $75.00 per hour.
In this Industry, the cleaner expects it FREE. Your time; your efforts; your (special)tools; and many times, a few parts to put their machine back together again..............is expected to be FREE.
Personally, (like yourself, T) I can always solve their problems fast; bale them out, and get them back to business. Thus, my service and workmanship is not free like theirs.
Doesn't sound very fair to me, does it to anyone else reading?
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The JAGUAR MX-2 ETM @ cross-american.com