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General Asylum General audio topics that don't fit into specific categories. |
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General Asylum General audio topics that don't fit into specific categories. |
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In Reply to: Customer situation, what would you do? posted by Gordon Rankin on April 7, 2011 at 10:51:50:
Not have directly answered his email other than to say I will get in touch with the dealer you bought it from and find out the history and see if I can help you.
It seems clear the customers motives are potentially shaky as he bought the used product and now 30 days later is going to use his gear that finally arrived from the UK. Perhaps he was looking for a "free rental" of sorts. You can share that thought with the dealer but not the customer. After you tell the dealer that this guy looks "shaky" tell him the best solution is to refund the trouble maker and move on. Even if the dealer has a clearly stated refund policy in the shop and on the receipt and this customer is not compliant with that its a no win. Unless of course the dealer doesn't want to do that and was within his rights and had a posted policy.
So how much $$ are we talking here anyway? There are a variety of price points as I look on the net for the various USB DAC's you offer, I see anywhere from $1750 to $10K new. So that plays a part as well. I don't think the company name is in any danger if this dealer does not want to refund (again especially if he has/had a clear stated policy) This issue is really about the dealer, NOT the manufacturer. Not all transactions can be smooth. If the amount is tough for the dealer to cope with financially then he shouldn't refund but if this dealer is doing well and can afford he should just refund and get rid of the guy.
I think the biggest lesson you can learn as a manufacturer is to avoid getting in the middle but still try to seem to at least try and help the customer. I would never promise anything at all until knowing all the facts.
Good luck!
ET
ET
"If at first you don't succeed, keep on sucking till you do suck seed" - Curly Howard 1936
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Follow Ups
- I would.............. - Awe-d-o-file 11:33:26 04/07/11 (2)
- RE: one year later, - Shlooby 15:05:07 04/07/11 (1)
- I skimmed it poorly......... - Awe-d-o-file 06:26:21 04/08/11 (0)
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