When an extractor fan we'd previously installed at a residential property in Newquay developed a fault, we came straight back out to put it right. Because we supply the materials on jobs like this, we were able to get the replacement sorted quickly and with no hassle for the homeowner - that's exactly the kind of aftercare we want every customer to have.
One of the things we do differently at Wave Electrical Solutions is supply the materials ourselves rather than asking customers to source their own. It might seem like a small thing, but there’s a real reason behind it – and this job is actually a good example of why.
When we supply the units, fittings, and components, we take full responsibility for the product from the moment it goes on the van to the moment it’s working on the wall. If something goes wrong – whether it’s a manufacturing fault, a compatibility issue, or anything else – we deal with it. The customer doesn’t have to chase a supplier, argue about returns, or figure out whether the fault lies with the product or the install. We just sort it.
That’s what happened here. The fan had failed, we had the details of the unit, we sourced a replacement, and we came back to fit it. No back and forth, no delays while someone hunted down a receipt. The homeowner had one point of contact – us – and we got it resolved.
This is the kind of aftercare that we think should be standard, and it only works because we supply the materials in the first place. If the customer had bought the fan themselves and we’d just fitted it, the situation would have been a lot murkier. Who’s responsible? Is it a faulty product or a faulty install? Those conversations are frustrating for everyone, and they’re exactly the kind of thing we’d rather avoid altogether.
Worth saying – we can and do accommodate customer-supplied materials when that’s what someone wants, and there are perfectly good reasons why that sometimes makes sense. But supplying materials ourselves is always our preference, and situations like this are precisely why. It gives us control over the product, it gives us accountability, and it gives the customer the peace of mind of knowing that if anything does go wrong, there’s someone to call who will actually do something about it.
Standing Behind the Work
In this industry there’s a lot of focus on the quality of the work itself, and rightly so. But the service that comes after the job matters just as much. A customer who has a problem and gets it resolved without any grief is, in our experience, far more likely to recommend you than one whose original job went perfectly but who never heard from you again when something came up.
This was a straightforward fan replacement in an annex at a Newquay property. Small job. But the way it was handled – one call, one visit, sorted – reflects how we try to approach everything we do.
