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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:
He's clearly not pulling a full stringer of fish behind the boat.
As a very customer-friendly dealer:
A presale in-home demo, or 15-day moneyback if not happy? Sure! Nobody's likely to take you up on the moneyback, anyway, with a quality product. Builds customer confidence, customer loyalty.
Take it back for trade-up to a better DAC, or trade-in on other gear the dealer sells? Sure! Moves new product & builds customer loyalty. Probably not going to see full value on the trade for anything owned for more than a few months. (They pro-rate tires, right?)
Sell it on a small margin, get no interim business from the guy, then be expected to buy it back at full price, well and truly used, ONE YEAR later??? Ummmm... nope.
Possibly a different story if the guy's bought a boatload of other stuff in the interim, and you're willing to take a little financial hit in order to keep a good customer happy. Only if you're willing, though. I see no obligation here.
As a very customer-oriented manufacturer:
If my dealer told me he had offered to buy the DAC back at full price, anytime, no questions asked, but was now backing out on the deal, I'd probably step up and buy the DAC back. I'd also drop the dealer, because he's either nuts, or a liar, or both.
If the dealer tells me anything else, I'm siding with my dealer, and telling Dr. Music Guy: "I'm really sorry, but I'm not going to be able to help you out here." Any further communications from the guy would be cheerfully ignored. There's no point you having a bad day over someone this unreasonable. I don't think I'd tell him to "Go pee up a rope", though, because that would serve no useful purpose.
My own livelihood depends on keeping my customers happy, and I'm usually pretty good at it. If someone's not happy & it's remotely possible that the responsibility lies with my staff or me, I'll go far out of my way to try to make things right. Some folks are just not happy, no matter what. I used to worry about them, too... but life's just too short.
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Follow Ups
- I would cheerfully ignore the guy... - Gak! 17:23:53 04/07/11 (0)
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