Originally Posted by
Elbeinlaw
I understood exactly what he was trying to do, which is why I said I agreed with him part way. The customer was clearly difficult, if not scamming him. But if he's going to do a return or refund anyway, then to keep going back to insist that the customer jump through hoops--that appears from the consumers' standpoint to be obstructive behavior, and guarantees that he's going to lose a customer. Maybe the customer is a jerk and the OP is going to be glad to get rid of him. But a guy like this customer who's an aXXhole is going to trash that business to all of his friends and relatives. The multiplier of lost goodwill should be a big concern.
We are well aware of the multiplier. It factors into most claims. However, if you want to understand our thought process, it goes like this:
Scenario A
1. Customer buys a wheel somewhere. They use it for an unknown period of time and it fails. They go online and buy,
what they believe to be, the correct replacement part.
2. They install this replacement part and it fails after one or two rides, in exactly the same way. SO...
3. They make a warranty claim, get a part, install it, and it fails AGAIN.
4. So now they trash us and the brand and they still don't have a useable product.
How does that help ANYONE?
Scenario B
1. Customer buys a wheel somewhere. They use it for an unknown period of time and it fails. They go online and buy,
what they believe to be, the correct replacement part.
2. They install this replacement part and it fails after one or two rides in exactly the same way.
3. They make a warranty claim. We ask them some basic questions that anyone, who is working on a wheel, should be able to answer. If not, we have prepared material to help make our questions clearer.
4. We diagnose the CAUSE of the failure.
5. We send the
correct warranty part and include any installation tips that may apply.
6. The customer installs the parts and goes for a ride.
In terms of 'saving' a customer or just helping one, which scenario seems most prudent?