Customer Service Question

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BRP
Posts: 1925
Joined: Sat Sep 27, 2008 1:37 pm
Location: Southport, North Carolina

Customer Service Question

Postby BRP » Thu Apr 19, 2012 9:28 am

Here's the story:
Customer orders a tail section.
Part comes, I ship it to him.
Once he gets it, finds it to be wrong color.
It was labeled with the correct color part #.
Unless there is signs of damage, I do not unwrap them.
I promptly e-mail him a shipping label and get another on order.
New part gets here yesterday, but he has yet to even print the label.
Now he wants me to ship the correct part before he ships the one he has.
Not that it would matter to a customer, but I've already lost money on the deal.
What say you ?
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gr33nninja
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Re: Customer Service Question

Postby gr33nninja » Thu Apr 19, 2012 10:13 am

First time customer? Don't trust ' em ! That's the way it is nowadays! Sucks!
"Nobody who rides a sportbike calls them crotch rockets. It's like a harley rider saying he rides a gay dressed-up pirate machine." GOOSE
951_ninjarider
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Joined: Tue Jul 07, 2009 12:20 pm
Location: Murrieta, CA

Re: Customer Service Question

Postby 951_ninjarider » Thu Apr 19, 2012 10:38 am

BRP i handle all of the warranty claims that come in. In all cause there are little things that are different. When i have a claim on a part that was boxed wrong or damaged in shipping I ship out the replacement part and include a call tag with the packing slip. This way the customer gets there correct part and then they ship the wrong one or damaged part back to me. But if you have already sent the customer a call tag and they still do not want to ship you the item that is iffy. I wouold have the customer ship the part and as soon as it hit the mail i would send the correct one out. First time customer or your best customer, customer service is what matters in the end. If you have a customer that loves to order parts from you most of the time they will tell 3-7 people at the most. If you have a customer that thinks you have bad customer service they will tell 100+ people what the problem was, through forums, facebook and word of mouth.
This one is iffy you can go both was on it. Send it now or wait till you get your tracking # tracking. But this is only my $.02 Good Luck
Blown Motor
Parting Out Complete 650
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BRP
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Re: Customer Service Question

Postby BRP » Thu Apr 19, 2012 10:47 am

I told him, that as soon as he ships the part, I would ship his.
That's not acceptable to him.
1]} He could keep the wrong part, and sell it.
2} He can ship an empty box, and get his and sell the other.
3} It's not a shipping error on my end, it's a mispackaging error on Kawasaki's part.

In every case, were I have made a mistake, I ship the correct part right away.
Honinjsuz
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Re: Customer Service Question

Postby Honinjsuz » Thu Apr 19, 2012 12:54 pm

If he has not called or e-mailed by now, he is a con man- IMO
951_ninjarider
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Re: Customer Service Question

Postby 951_ninjarider » Thu Apr 19, 2012 3:38 pm

BRP wrote:I told him, that as soon as he ships the part, I would ship his.
That's not acceptable to him.
1]} He could keep the wrong part, and sell it.
2} He can ship an empty box, and get his and sell the other.
3} It's not a shipping error on my end, it's a mispackaging error on Kawasaki's part.

In every case, were I have made a mistake, I ship the correct part right away.



In that case I would not ship it until I got back the 1st one that was shipped. My words would be "Ship it back i will refund you and get it else where". These are the customers that no matter how much you try to make them happy they are not. You can give then a credit of 5%-15% back or 5%-15% off there next order and he will still find somthing to :f about.
Blown Motor
Parting Out Complete 650
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MTRider
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Location: Central Montana

Re: Customer Service Question

Postby MTRider » Thu Apr 19, 2012 11:20 pm

Since I'm a Business Administration major ill chip in.

I wouldn't send a new one until you receive the first one back, that is a lot of risk to assume. In my opinion you have two options,

option #1

Wait until you receive the first part back and ship the correct one minimizing the loss on the sale. The customer will get the right one although you may (in this case) lose their future business as well as whoever he will tell about it.

option #2

Wait until you receive the first one, then ship the correct one expedited. Yes you will lose money on the transaction but you will resolve the issue and hopefully end it with a good impression on the customers end. In a smaller niche market such as the 650's, a loss on this sale seems big but is relatively small when you consider the future business you may lose. Unless you are a broke college student such as myself, people tend to value service just as much as price.


As a previous post mentioned. He is more likely to post/tell people about a bad experience over a good one. If you take care of him at your expense you have the possibility of gaining some word of mouth advertising, which is highly valued.

Think of it as more of an advertising expense and less of a loss on returned goods.
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biketechted
Posts: 376
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Re: Customer Service Question

Postby biketechted » Fri Apr 20, 2012 1:09 am

Make it easy for him and send a call tag. All he'll have to do is put it on his box and send it back.
If that's still not acceptable, tough titty.
Worse case scenario is you are out for the cost of the label and not for the part.
You might want to add a new line to your "return policy" to help avoid this in the future regardless of the customer being crooked or not.
David
Posts: 40
Joined: Mon Mar 01, 2010 10:50 am

Re: Customer Service Question

Postby David » Sun Apr 22, 2012 9:08 am

Ought to do what EVGA and the likes do.
Take their card info.

If you havent dealt with him in the past I would:
- wait for the part to come back
- charge for the second, send it, then refund when the first gets back
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BRP
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Re: Customer Service Question

Postby BRP » Wed May 02, 2012 4:04 pm

Friday:
Sent: Fri, Apr 27, 2012 16:05:58 GMT+00:00
Subject: Re: Wrong part delivered

Fed-X has made it's delivery for today, and my supplier informs me
that he still has not received the part.

Him--- No reply

Yesterday: Me: Supplier finally received the part.
Your part is going out today.
Him--- No reply

I missed Fed-x yesterday, so from the Cart:
Sent: Wed, May 2, 2012 20:25:38 GMT+00:00
Subject: OnlineOrder_00003679 shipping update

Thank you for shopping with BRP

Your corrected part has shipped:

Fed-X Tracking #

Him:
3:18 PM (1 hour ago)

to me :
Has the part arrived? Has my part been shipped?
Me:
3:58 PM (1 hour ago)
You did not get yesterday's e-mail?
Him :
The last email I received from you was Friday. Can you just answer the question please?
Me : Forward the e-mail I sent him yesterday.
Him : Responds to the Cart update e-mail { that he said he did not receive }
" I hope it is the right part this time. Im looking forward to never doing business with you again. "

No shit.
Maybe you'll take a communications class, and follow up on what you say you will do.
And you would have had the correct part 2 weeks ago.

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