This email comes late! I’m on holiday in Corfu!.
I’m sorry….
For you, ha haa
So…
We wanted to rent a scooter to explore the island. And we found a company with very good reviews on google.
They brag they operate for 30 years! Lots of experience in renting.
Then I found their WhatsApp to confirm the T&C.
See …
It’s not clear on their website. I wanted it clear.
(and I suspect it’s deliberate - I can be very suspicious at times) …
What's the excess? In what conditions is insurance valid when not covering? (they use weird wording)
And what about theft?
So the insurance excess is reduced to 25% of the market price of the machine if I buy extra insurance. And “most” stuff is covered …
I won’t go through the entire WhatsApp conversation. It’s a long story. But I have it in writing for evidence 🙂
Okay I say - I’ll take it.
Let’s meet tomorrow morning at 9.30 - they can deliver to my AirBnB.
But first a bit of background info:
I found their FAQ, the excess is limited to 300eur with extra insurance for a 125cc scotter. I have a full motorbike A licence. Perfect! It’s reasonable.
And Yes:
I’m one of those who reads the whole contract. And the T&C’s. And the FAQ. And the small-print …
I know I know. You’re right: I’m boring. I won’t apologise.
So …
We meet in the morning. They come to deliver the machine.
No helmet!
I asked for 2 helmets! This is your job, no?
And The excess is 700eur?? Are you serious?
I thought you were a serious company. I saw good reviews, ha haaa.
I tell them the excess terms are different on their own website. Read your T&C’s. It’s in the FAQ section.
She says “no! It’s like I say on whatsapp: 25% “…
They want to FAQ me??
Ok, whatever …
I take the contract… yeah I’ll bite the bullet. I’m in Greece after all I know the drill. They are like us! I understand and empathise. Ha haa
Anyway ...
They need to go back for the helmets.
“Ok ok - 10 mins” she says.
I look it up online while I wait. Yup! It’s what I thought.
And so I snap a screenshot and send through Whatsapp.
She says “I’ll check the source of the photo and come back to you.”
I’m sending the exact direct link (to their own website)…
You know the answer I get?
A long one, but the gist of it is:
“You are the first one to see and tell this to us. We had some plugin updates on the website, it’s like this for 3 years now”...
I’m naive… I thought this introduction means they will offer some discount. Was it? No!
She continues:
“So we’ll contact tech to update ….”
Ok, I’m deflating - back to reality. "You do that …"
“No one saw that before!” she says. For 3 years …
She doesn’t know I’m a Systems Engineer.
I’m doing systems context analysis daily. To understand how things fit together. I will read a simple contact T&C’s, no? To understand how to interpret it and how it affect me.
Like how the Components of a System work together to become something much more than any of them.
Plus I have a Test Engineering background. It's in my blood. My partner hates it! ha haaa
I WILL SEE DEFECTS and MISALIGNMENT!
It’s like when you take on a new project.
You analyse the Customer’s needs and Stakeholder impact before you submit a quote or sign a Contract.
You ask clarifying questions to eliminate un-clarity and validate assumptions. Everything must be spelled out explicitly and clearly to avoid nasty surprises.
You understand the Context and agree the Boundary Diagram. Sign it off!
You want to get a job?
Same exact thing. You ask clarifying questions to understand what they need and how to best present yourself.
To make sure you sell what they need and to sell it the right way.
So you get the contract!
How do you prepare for getting the contract? Do you know where to start? Or have someone to ask for help?
I’m curious!
Hit reply to this email and let me know your thoughts about it.
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Alex Toth, CSEP MINCOSE
Systems Magician
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