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Customer situation, what would you do?

Gang,

As you may know I design and run all of Wavelength Audio stuff. I had 165 employees at my last job, for me this is the way I handle things. Therefore I count on my dealers to take some of the lifting.

Here is an interesting story, that maybe I am not seeing clearly enough.

A customer buys a used USB DAC from one of my dealers. The unit was in mint condition and only used for about a month. The dealer sold the unit to a Doctor of Music Theory from the UK who took up residence here for 33% off retail. The customer was told that if he wanted to upgrade or trade in the unit for something else at anytime that the dealer would offer good trade in. A lot of my dealers do this especially with USB DACS as many upgrade inside the line.

Yesterday I received an email from the customer saying the dealer would not buy back the unit. He no longer wanted it as his electronics from the UK was finally coming over and he wanted to sell it back to the dealer. Not knowing what was going on I asked what the rental agreement was as he has had the unit about a year now. He got furious and said it was not a rental but the dealer agreed to buy it back.

Talking to the dealer, he said as all dealers in this case would say that he offers trade in on items for another sale but he is not in the practice of just buying back a unit.

Now the customer is cursing me out saying I should buy the unit back. Or in his words:

"I certainly won't be offering up any personal recommendations on behalf of Wavelength -- hit them in the pocket where it really hurts -- should anyone be seeking a recommendation."

Am I out of line or is the dealer in thinking that this is kind of crazy?

Your thoughts, thanks
Gordon
J. Gordon Rankin

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Topic - Customer situation, what would you do? - Gordon Rankin 10:51:50 04/07/11 (73)
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