• We’re currently investigating an issue related to the forum theme and styling that is impacting page layout and visual formatting. The problem has been identified, and we are actively working on a resolution. There is no impact to user data or functionality, this is strictly a front-end display issue. We’ll post an update once the fix has been deployed. Thanks for your patience while we get this sorted.

I absolutely couldnt believe what one of my customers did today......

Page 2 - Seeking answers? Join the AnandTech community: where nearly half-a-million members share solutions and discuss the latest tech.
um no offense, but you guys that are saying you would let him slide once are out of your mind. you are asking CC to do something totally ridiculous. they drew the line at 14 days, so thats it, 14 days. why should there be any room to slide? the bank doesnt round up, so why should CC round down and let you get back in their warranty window? thats right, they shouldnt.

you cant please everyone. if the guy turned it down, thats it, he turned it down. when your warranty runs out on your car, they dont do jack sh!t for free. why dont you go pick a fight with those guys? do you expect every store to cater to your needs? so the stores who dont accept personal checks...maybe they could make an exception for you, right?

dont you see how stupid that sounds? the guy didnt want the warranty, he knew the risks involved, and now he is crying to mommy because he played with fire and got burned. anyone who doesnt side with CC is hopefully not and will never be a manager. you are the reason companies fail - "the customer is always right" is not the correct way to do business. like i said, you cant please everyone, and you will waste a lot more money trying to than if you would have just let the customer go.
 
Originally posted by: Bleep
I only have one thing to say on this and that is it is a whole lot cheaper to keep a customer that you already have than to find a new one, how often do you have a customer that buys this much stuff, not often I bet.
He is not the only one you will lose because of this but he will network to everyone he knows trying to keep others from using your store.
He is asking for a lot but in the long turn it may be worth it to eat a couple of hundred bucks to keep him and have him give positive statements regarding your business practices.
Click to expand...
Now there's someone who gets it.

Originally posted by: CheapArse
Hmm, unless it was the store manager...a no-history return after 6 weeks on a tech protect would have required some explaining to the DM. Im not sure why they didn't offer to ship it to the manufacture for him either though.
Click to expand...
Yeah, your explanation to the DM would've been... "He bought over $2500 worth of monitors within a couple of days. He's a buyer for his office, and we made this one exception to keep him happy to ensure future purchases via good customer service."

You need to look at the big picture. Allowing one item to be returned out of policy, every now and then, isn't going to kill a business. Alienating customers... That certainly can kill a business.

 
Originally posted by: MrDudeMan
um no offense, but you guys that are saying you would let him slide once are out of your mind. you are asking CC to do something totally ridiculous. they drew the line at 14 days, so thats it, 14 days. why should there be any room to slide? the bank doesnt round up, so why should CC round down and let you get back in their warranty window? thats right, they shouldnt.

you cant please everyone. if the guy turned it down, thats it, he turned it down. when your warranty runs out on your car, they dont do jack sh!t for free. why dont you go pick a fight with those guys? do you expect every store to cater to your needs? so the stores who dont accept personal checks...maybe they could make an exception for you, right?

dont you see how stupid that sounds? the guy didnt want the warranty, he knew the risks involved, and now he is crying to mommy because he played with fire and got burned. anyone who doesnt side with CC is hopefully not and will never be a manager. you are the reason companies fail - "the customer is always right" is not the correct way to do business. like i said, you cant please everyone, and you will waste a lot more money trying to than if you would have just let the customer go.
Click to expand...
By alienating this customer, you've ensured that he will not spend another dime at CC. Not only that, he will tell everyone he knows how CC "screwed" him. Whether or not his story is completely accurate, is quite irrelevant.

So, which scenario is going to cost CC more... Making a one-time exception on this single item... Or all the non-sales that will result?

Besides, it's not like CC would lose money on this broken monitor anyway. They can easily get a replacement from LV.
 
Ok, lemme clear up a few things.....

1. My manager offered to send the monitor to the Manuf. for repair the first time the customer called.... The customer flat out refused.

2. The first four monitors actually sold below company cost, believe me, markup on these things is razor thin. All in all we ended up in the red because of the sale in the first place since he returned the warranties, no way would my manager just give him another LCD and eat the $399.
 
BTW, the purpose of this thread was to show how the customer/boss flat out lied to try and get us to take it back....

Saying that i didnt offer it, nor explain it.

Believe me, if i didnt, id get my ass canned 😀
 
Oh man, that's a great idea.

Buy warranty, ask for price drop, return warranty 😉

I can always RMA stuff through the manufacturer.
 
Originally posted by: Wingznut
Originally posted by: Bleep
I only have one thing to say on this and that is it is a whole lot cheaper to keep a customer that you already have than to find a new one, how often do you have a customer that buys this much stuff, not often I bet.
He is not the only one you will lose because of this but he will network to everyone he knows trying to keep others from using your store.
He is asking for a lot but in the long turn it may be worth it to eat a couple of hundred bucks to keep him and have him give positive statements regarding your business practices.
Click to expand...
Now there's someone who gets it.

Originally posted by: CheapArse
Hmm, unless it was the store manager...a no-history return after 6 weeks on a tech protect would have required some explaining to the DM. Im not sure why they didn't offer to ship it to the manufacture for him either though.
Click to expand...
Yeah, your explanation to the DM would've been... "He bought over $2500 worth of monitors within a couple of days. He's a buyer for his office, and we made this one exception to keep him happy to ensure future purchases via good customer service."

You need to look at the big picture. Allowing one item to be returned out of policy, every now and then, isn't going to kill a business. Alienating customers... That certainly can kill a business.
Click to expand...

Ya, he spent over $2500 at the store, of which, the store made close to nothing on, and now the store should take another hit to keep the customer happy?

Obviously everyone knows that if the store took the lcd back it wouldn't make them close down, but some people just can't be made happy. In the long-run the manager made the right decision as the guy is now talking about lawsuits...what a chump.

I see customers like this guy all the time.

I think your wrong if the bigger picture is to take a hit this time to possibly have him come back to the store.
 
Originally posted by: MrCodeDude
Oh man, that's a great idea.

Buy warranty, ask for price drop, return warranty 😉

I can always RMA stuff through the manufacturer.
Click to expand...

People do it all the time, you just have to figure out what makes the store the most money.
 
Am I the only one that has never heard of Liquid Video before? Is it a new LCD company, or are you using that to refer to liquid crystal displays in general?
 
Originally posted by: aphex
Originally posted by: Sifl
Circuit City sucks, I wish it would just die already.
Click to expand...

Thanks for the constructive comments.
Click to expand...
Sorry, let me rephrase:

Is there anything I can do to make Circuit City die? Perhaps buy some loss leaders without the "cheese?"

Warranties are a ripoff, jmho.

Edit: Nothing against you of course, CC is just on my sh!t list. 😉
 
Luckily our system shows that he originally purchased the warranty, returned it, then tried to say we never offered it.
Click to expand...
What a moron that guy is. He didn't stop to think you had that return on record? Fuggin retard.
 
Originally posted by: Wingznut
By alienating this customer, you've ensured that he will not spend another dime at CC. Not only that, he will tell everyone he knows how CC "screwed" him. Whether or not his story is completely accurate, is quite irrelevant.

So, which scenario is going to cost CC more... Making a one-time exception on this single item... Or all the non-sales that will result?

Besides, it's not like CC would lose money on this broken monitor anyway. They can easily get a replacement from LV.
Click to expand...

business 101 my friend. you are intelligent, but you obviously dont know the statistics. if a customer experiences a bad situation at a store, on average they will tell 10 people. if they have a good experience they will, on average, tell 20 people. its better to treat the non-idiots well and have them tell their 20 people and let go of the idiots who will only tell 10. plus, you have far more good, happy customers than bad, idiot customers. there is acceptable loss in any business, and this guy fits in the category. write him off and keep moving.
 
Originally posted by: MrDudeMan
business 101 my friend. you are intelligent, but you obviously dont know the statistics. if a customer experiences a bad situation at a store, on average they will tell 10 people. if they have a good experience they will, on average, tell 20 people. its better to treat the non-idiots well and have them tell their 20 people and let go of the idiots who will only tell 10. plus, you have far more good, happy customers than bad, idiot customers. there is acceptable loss in any business, and this guy fits in the category. write him off and keep moving.
Click to expand...
You have your stats completely backwards. People will more likely talk about their bad experiences at a store than their good.

Just look around these forums. You'll see people complain left and right, but not nearly as often are they praising anything. It's human nature.


Here are a few links...
 
LiquidVideo DOES suck.

This customer is a goddamn moron. You obviously offered the service plan, and its LISTED ON HIS GODDAMN RECEIPT that he needs to go through the manufacturer, and what the return policy is. Why do people seem to think that the store should replace/repair/service everything you buy from them? Stores are a middleman, we have nothing to do with that.

Btw, we only offer 4 years on LCD's.

Wingnutz, we used to have a more lax policy like that, customers ABUSED THE HELL out of it, hence why we now strictly adhere to the date limits and reinstated restocking fees. Also, who CARES if the guy doesn't buy accessoryless monitors that he returns anyway? Do you have any idea how incredibly low the margin is on those things?
 
The point is, Wingnutz, there was a policy in place. This guy knew the policy. He took his chances and lost. He shouldn't expect the policy to change for any reason not stated in that policy.

That's like expecting not to get in trouble for breaking certain laws... "Come on, just let me slide."

Rules are rules, and you shouldn't expect to be an exception, no matter what.
 
Originally posted by: Wingznut
It's amazing how short-sighted some of you guys are.
Click to expand...

I'm well aware of how repeat business works. However, I don't think YOU realize how many people like that CC gets in a day. If you continue to just let them slide, and let them slide, and let them slide, sure, you get a lot of repeat business, but you are losing a PISSLOAD of money too. Understand where the money is....not computers. What do offices buy? Computers. I don't see offices buying too many HT setups or plasma TV's, and that's where the money is my friend. Welcome to the world of retail electronics, I can assure you, at least at my store, the video/audio manager is much more leniant than the technology, and there's a reason for that.
 
Originally posted by: Deeko
Originally posted by: Wingznut
It's amazing how short-sighted some of you guys are.
Click to expand...

I'm well aware of how repeat business works. However, I don't think YOU realize how many people like that CC gets in a day. If you continue to just let them slide, and let them slide, and let them slide, sure, you get a lot of repeat business, but you are losing a PISSLOAD of money too. Understand where the money is....not computers. What do offices buy? Computers. I don't see offices buying too many HT setups or plasma TV's, and that's where the money is my friend. Welcome to the world of retail electronics, I can assure you, at least at my store, the video/audio manager is much more leniant than the technology, and there's a reason for that.
Click to expand...
I never suggested you let him slide and slide and slide. Read my suggestion in my first post. It's a win-win situation.
 
Originally posted by: Wingznut
Originally posted by: Deeko
Originally posted by: Wingznut
It's amazing how short-sighted some of you guys are.
Click to expand...

I'm well aware of how repeat business works. However, I don't think YOU realize how many people like that CC gets in a day. If you continue to just let them slide, and let them slide, and let them slide, sure, you get a lot of repeat business, but you are losing a PISSLOAD of money too. Understand where the money is....not computers. What do offices buy? Computers. I don't see offices buying too many HT setups or plasma TV's, and that's where the money is my friend. Welcome to the world of retail electronics, I can assure you, at least at my store, the video/audio manager is much more leniant than the technology, and there's a reason for that.
Click to expand...
I never suggested you let him slide and slide and slide. Read my suggestion in my first post. It's a win-win situation.
Click to expand...

I'm not referring to just letting him slide. I'm referring to letting customers in general slide. You'd be surprised just how often people think they can break the rules. It is FAR from a win-win situation, and while you clearly have a basic understanding of business, you obviously don't understand THIS business.
 
Originally posted by: Deeko
I'm not referring to just letting him slide. I'm referring to letting customers in general slide. You'd be surprised just how often people think they can break the rules. It is FAR from a win-win situation, and while you clearly have a basic understanding of business, you obviously don't understand THIS business.
Click to expand...
Regarding my suggestion in my first post... What's the downside?

 
I'm not referring to just letting him slide. I'm referring to letting customers in general slide. You'd be surprised just how often people think they can break the rules. It is FAR from a win-win situation, and while you clearly have a basic understanding of business, you obviously don't understand THIS business.
Click to expand...

Exactly, that's why stores have policies. They apply to EVERYONE.
 
You must log in or register to reply here.

TRENDING THREADS

Back
Top