Here's the case:
Customer buys 80 bucks worth of stuff, one part of which is the Sunbeam PSU modding tool set. Customer says the tools are scratched/pre-used. Customer is not happy.
At this point, I'm thinking perhaps somewhere at their warehouse they had some returns or ones that got dropped/scattered that they just picked up and put back to be resold. Either way, the customer is saying our employees shouldn't use products then sell them as new. This is, of course, not the case, as none have them have been touched here. Still, right now, we look bad.
Send the customer an email explaining that nothing has been touched in-house, and that we would overnight him another set without need for returning what he got. Seems only right.
Guessed the customer was offline, so he was called. Ended up being very cool and understanding, and mostly happy to have someone on the other end that gave a crap. Ended up being able to still use the tools, and didn't require another set. He said he was going to buy some more sleeving, at which point I offered to send whatever he needed free of charge.
So, in your opinion, is this being handled properly, and what do you think would be good to do different. I love outside opinions
Customer buys 80 bucks worth of stuff, one part of which is the Sunbeam PSU modding tool set. Customer says the tools are scratched/pre-used. Customer is not happy.
At this point, I'm thinking perhaps somewhere at their warehouse they had some returns or ones that got dropped/scattered that they just picked up and put back to be resold. Either way, the customer is saying our employees shouldn't use products then sell them as new. This is, of course, not the case, as none have them have been touched here. Still, right now, we look bad.
Send the customer an email explaining that nothing has been touched in-house, and that we would overnight him another set without need for returning what he got. Seems only right.
Guessed the customer was offline, so he was called. Ended up being very cool and understanding, and mostly happy to have someone on the other end that gave a crap. Ended up being able to still use the tools, and didn't require another set. He said he was going to buy some more sleeving, at which point I offered to send whatever he needed free of charge.
So, in your opinion, is this being handled properly, and what do you think would be good to do different. I love outside opinions
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