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another tricky customer issue

   
7:20 pm on Jan 11, 2009 (gmt 0)

10+ Year Member



hi,

customer bought a kids item from us 24 nov (for a xmas present).

it cost around 110 & has a few decorative bits that can be knocked out if handled roughly - a warning lable is shown to inform.

got a call last week to say that she was unhappy with the product as one of the small bits had fallen out & wanted a replacement without question.

received it back & what a what a mess - whoever tried to replace the part with super glue & have rendered the item virtually worthless as the glue has damaged the visible surface area around where the part is situated.

any thoughts on how i can handle this one?

7:40 pm on Jan 11, 2009 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



Document everything and take pictures. You might be able to refer her to the description, let her know that since the repair was not done via a "qualified service technician" the warranty / guarantee was voided. Depending on her personality, it might work but she can always call the issuing bank for a refund (this is where you documentation will come in handy to maybe win the chargeback).

Plus, depending on the issuing bank / type of card, the deadline for the chargeback could be just a couple of weeks away.

5:14 am on Jan 12, 2009 (gmt 0)



You have the same situation posted before in your thread profile, even with the same glue situation.

Getting similar problems or the same items returned regularly is a red flag that you have a bad product or manufacturer. I have developed a sixth sense about them and can even make a pretty good guess which ones won't be around in 5 years. They are always the ones with lots of returned products.

4:54 pm on Jan 12, 2009 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



I have developed a sixth sense about them and can even make a pretty good guess which ones won't be around in 5 years. They are always the ones with lots of returned products.

We get about 1 or 2 products a year that generate 1/2 our problems. We can't dump them quick enough.

I say, ship them a new item and drop the product from your website if its a recurring problem. It makes zero sense to waste too much time on what is essentually a manufacturing/design problem.

1:11 am on Jan 14, 2009 (gmt 0)

10+ Year Member



ispy - the product does not have any significant quality issues otherwise we would not be selling them.

however, there are specific issues, hence the mention here.

 

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