Opinions: Customer issue (Rant in disguise)

[jonnyGURU]

Customer calls.

I have such and such product. I don't need it. Never used it. Don't want it. Want to return it for full refund.

Of course, this is no problem. Don't need, want, didn't used sounds like I'm getting a product back that I could just turn around and sell to someone else.

Cool.

I give up an RMA #.

The package comes in.

Here's the problem I have with the whole scenario and I'm actually pissed at MYSELF for not squeezing all of the information out of the customer:

If it's not needed, not wanted and didn't use; why is the product OPEN AND PULLED OUT OF IT'S RETAIL BOX?!?!?

I just don't get it.

Oh well, even if I ASKED them if it was "used" or "open", I'm sure they would've LIED about that anyway!

 

[Total Refected Power]

Depending what the product is I assume you shrinkwrap it again for sale? Or do you send it back to the manufacturer?

 

[Impact55]

Put yourself in the customer's shoes!

 

[jonnyGURU]

Neither TRP.

The item was speakers. Wires all untied, etc. Box is OBVIOUSLY opened. It's useless and will likely sit on the "RMA GOOD" shelf forever.

 

[somethingwitty]

<< Put yourself in the customer's shoes >>



I'll handle this one:

2 possibilities:

1) &quot;boy, I really do want a copy of ______________, but it costs soooo much, and I don't want to download it from a pirate site b/c I might get a virus. I know! how about I buy it, copy the CD, then send it back. I'll be a jerk and play off a trusting customer service rep. hahaha, I rule!&quot;

2) &quot;I hear that there's this company called AMN or something like that that puts out this really fast computer thingamajigie. I think it's called an Athron, Arthlon, something along those lines. I bet I can buy one of those, glue it onto the back of my computer case, and then my computer will be really really fast and cool...(5 minutes after recieving shipment)-I tried glueing this thing onto my case, and, to be safe, my picture box thingy too, and it's not any faster. I'd better be a jerk and return this thing without telling the rep that I, among other things, opened the box. I'm sure he won't mind&quot;

 

[yakko]

Hey jonnyGURU,

What kind of speakers are they? My nephew will need some for his computer we are giving him for christmas. We are giving it to him piece by piece. He gets to put it all together.

 

[jonnyGURU]

Actually, that second scenario happens quite often where the customer buys the Slot A Athlon, slathers grease all over it, installs a fan and then tried to put it in their SLOT ONE BOARD! Or worse, a Socket A CPU in a Socket 370 board. THEN they wonder why they don't get a full refund.

You'd think I'd laugh about it, but it's so stupid, it just completley upsets me everytime it happens.

 

[vi edit]

Do you guys by chance have your return policy very clearly written out on your invoices/reciepts/website?

I would imagine that if you have it clearly stated that products returned &quot;opened&quot; would not be given full credit. Basically a restocking fee to make up for the loss that you would have to take for selling them &quot;as is&quot; or &quot;open box&quot;.

Just to CYA, I'd take a picture of all items that are returned, so that you have some credibility if the customer throws a fit about the fee.

Jonny - do you guys issue the refund after you receive the goods? If you do, I'd call the guy up and simply tell him that you can't get a full refund because they are indeed &quot;used&quot;.

Maybe I'm just a dick

 

[jonnyGURU]

I don't have an invoice here to look, but I think it just says that the product needs to be &quot;complete and in good condition&quot;. I think &quot;good condition&quot; is pretty vague and is open to interpretation.

yakko: Sorry I missed your post. If you EVER want anything, ask ME FIRST. I've got a BUNCH of opened but new product that I can sell reduced because of people like this.

Just say the word.

 

[vi edit]

Sounds like it's time for someone to write out a little more concrete definition.

 

[jonnyGURU]

Not my job.

Sigh.

Maybe if it was MY place, but it's not. Besides, if you really have to write it out to THAT EXTENT for someone, it's not worth dealing with that person to that extent.

You'd probably make people with legitamite returns all paranoid.

As it is, people that EXCHANGE things ask me if they need to return EVERYTHING in complete and good condition due to what it says on the invoice and I have to explain to them that if it's an exchange, I'm only going to exchange the defective part so don't bother, but I get asked anyway.