Aug
14

Customer Damages Product then tries to return it

A customer bought an ac adapter 4 days ago and tried to return it yesterday. The customer pulled the cable lose from the adapter, scratched the top of it, and the bottom of the adapter looked like it had been burnt and they wanted to return it for a refund. Yesterday the customer said that he found his original adapter and needed to return the one he bought from us. I explained that we don’t take back physically damaged equipment. He left without saying a word. The day after daddy shows up and wants to return it. He tells me he wants to return it because it doesn’t work. I explain to him that it is physically damaged and we cannot take returns on damaged equipment. I show him the damage. He then says, “well how do you know it wasn’t damaged when you sold it to me?”. I pulled a brand new adapter out of a box and showed him the condition of it. He still doesn’t budge and says that we have terrible customer service and that I should take it back. I tell him that we can’t and then he pulls the “I am going to report you”. I take a copy of the paperwork and copy it to make sure I have a copy of it. He asks me why I am doing that and I tell him, “I need another copy so that I have it when you do whatever you are going to do”. He then grabs the ac adapter and the paperwork and leaves all the while stating that we haven’t heard the last of him. Isn’t it awesome to be in business? Has this ever happened to you?

Aug
02

Cost more to return an item than what the item is worth

A customer buys something for $1.73 on a website and it isn’t what they need so they want to return it. The item costs $1.93 to send back. Why would you send back an item and lose money on the item instead of just keeping it. It costs you time and money to send it back so why do it? I have seen the same thing happen in a retail setting. You buy something for a couple of bucks and you don’t need it so you take the time to bring it back to the store. It costs more in time and gas then what the item is worth. Is your time really worth only $2.00 an hour?

Jul
17

Person calls and expects that you know who they are

I really hate it when customers call and expect that you know who they are. I would say 9 times out of 10 they call and start talking about their service to the tech on the phone and the tech has no idea who they are or what they are talking about. You have to kindly stop the customer and ask who they are so that you can direct them to the correct technician. Not everyone in the office knows who the customer is or what their specific needs are. I would never assume that the person on the other end of the line knows who I am unless it is my wife or my mother. It isn’t proper phone etiquette to not say who you are. Has this ever happened to you or have you ever done this to the person on the other end of the phone?

Jul
15

Customer asks questions after the product is shipped

My wife shipped out an item to a customer and sent them an email confirmation that it had shipped. As soon the customer received the email confirmation they ask a question about whether the jewelry item has the date 2010 on it. In my mind it would have been better to ask this question before the item shipped. The charm did have 2010 on it as was indicated on the product page. I believe that you should ask questions about a product before it ships. What do you think?

Update: The customer sends another email and asks if the item is 14k gold. It plainly says that the charm is 14k gold on the site. I still think these questions should be asked before the item ships.

Jul
13

Bad Service at Budget Car rental at Las Vegas Airport

My wife gets home last night from Las Vegas and she mostly had a good trip except for the car rental. The car worked fine, but it was disgusting inside. Their had a bunch of trash inside the car and someone had obviously spilled some kind of sticky liquid on the center console, probably soda. It would have been nice if they would clean their cars before renting them out to the next person. My wife brought this up to the Budget car rental clerk, but the clerk just said here is your bill an ignored her complaint. I understand that they are busy, but this is poor service. My wife said she was going to call their headquarters and tell them about it. I will keep you posted if anything comes of this. Has this ever happened to you?

Update: My wife put in a complaint on Budget’s Website on 7/13/2010 and we haven’t heard anything yet. I will update if Budget responds.

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