Need advice on customer situation

Millerad1651

Millerad1651

New member
So I've been making Satoshi grilles for a few years now. I ship USPS and always put insurance on the package in case they are damaged. I've had one out of 20+ damaged and the process went smooth for replacement. This has happened again, but this time the customer is being a little less understanding.

I shipped one out, and the customer let me know it was damaged. I immediately filed a claim with USPS. It was approved for the price of a new grille. I was happy, as it will keep me from losing any money on a replacement grille.

I let the customer know I would be making another grille, and if he would send me back the damaged one (I'd reimburse shipping charges), I would reuse the mesh and emblem.

The customer thinks he is being treated unfairly. He wants to keep the damaged grille, sell it, and split the money with me. Or sell it back to me at a discounted price. I understand it sucks that his grille was damaged, but it wasn't my fault and I am making him a new one. He feels he should be given something for his troubles.

Am I wrong to tell him either send back the damaged grille or I won't send him a new one? What are your thoughts, ideas, etc.

Thanks
 
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That's kinda weird, sounds like he wants to have his cake and eat it too. I guess if I were in your shoes, I'd tell him he can ship the damaged grill back on my dime and I'd give him a new one - if he wanted to keep the damaged grill I'd send him the insurance money and let him know he's welcome to put in a new order any time.
 
^ This sounds like a good idea. You're definitely not in the wrong though. He either keeps it and doesn't get a new one, or returns it for a new one. Especially if you're covering shipping of the RMA. This is how most companies do it too. Not really reinventing the wheel here. My $0.02.
 
Millerad1651 said:
So I've been making Satoshi grilles for a few years now. I ship USPS and always put insurance on the package in case they are damaged. I've had one out of 20+ damaged and the process went smooth for replacement. This has happened again, but this time the customer is being a little less understanding.

I shipped one out, and the customer let me know it was damaged. I immediately filed a claim with USPS. It was approved for the price of a new grille. I was happy, as it will keep me from losing any money on a replacement grille.

I let the customer know I would be making another grille, and if he would send me back the damaged one (I'd reimburse shipping charges), I would reuse the mesh and emblem.

The customer thinks he is being treated unfairly. He wants to keep the damaged grille, sell it, and split the money with me. Or sell it back to me at a discounted price. I understand it sucks that his grille was damaged, but it wasn't my fault and I am making him a new one. He feels he should be given something for his troubles.

Am I wrong to tell him either send back the damaged grille or I won't send him a new one? What are your thoughts, ideas, etc.

Thanks
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Customer needs to send you back the damaged grill OR accept the damaged grill and call it a day.

Keeping the damaged grill and selling it (regardless of whether he split the money or not) is not the way business is done.

If you have a documented 'damage policy,' you might provide the customer with that document, so the customer understands the business process. I would also state that any further delay will delay the replacement grill shipping.
 
Yea total crap on other guy's part. Would you try that nonsense with Wal-Mart? Yo I bought something broken, I'll sell it and split proceeds but you give me another item? Negative...
 
KidVermicious said:
That's kinda weird, sounds like he wants to have his cake and eat it too. I guess if I were in your shoes, I'd tell him he can ship the damaged grill back on my dime and I'd give him a new one - if he wanted to keep the damaged grill I'd send him the insurance money and let him know he's welcome to put in a new order any time.
Click to expand...

This, all day. In fact, at this point I'd send him back the money and wash your hands of him.
 
No matter what you do, stay professional. If he had already paid then he has two choices:
A. Keeps the damaged grill or
B. Sends back the damaged grille and you ship him a new one. Simple

No selling or any other BS. stay professional and document everything as he sounds like he could be a problem.
 
Your customer has a scammer mentality. I wouldn't be at all surprised if the grill he received, wasn't damaged at all, but he figured he could con you.
 
marshal said:
burn his house down
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I believe this to be the most reasonable and fair reaction :cowboy:

Really though, either he sends it back or doesn't get a new one its business. If you start making exceptions word spreads and you'll find yourself bending rules for others as well. Many if not just about all make you send back the defective product. Your giving a perfectly reasonable ultimatum.

Anyways thats my rant hope you figure it out. :boink:
 
KidVermicious said:
That's kinda weird, sounds like he wants to have his cake and eat it too. I guess if I were in your shoes, I'd tell him he can ship the damaged grill back on my dime and I'd give him a new one - if he wanted to keep the damaged grill I'd send him the insurance money and let him know he's welcome to put in a new order any time.
Click to expand...
it would be either or. not both. he sounds like a scammer. keeping the grill, and getting his money back, he wins.

I would give him the 2 options, to return it for a replacement, or keep it and move on.
as I am suspicious of the item actually being damaged based on his stance on the situation.
 
nevada said:
it would be either or. not both. he sounds like a scammer. keeping the grill, and getting his money back, he wins.

I would give him the 2 options, to return it for a replacement, or keep it and move on.
as I am suspicious of the item actually being damaged based on his stance on the situation.
Click to expand...

Yeah, that's what I meant. I think. It's past my bedtime.
 
Thanks for the input fellas. I am going to give him two choices. Send the grille back for a replacement, or keep that one.

I pack these things pretty well. He never did send me a pic of the box, which would have had to be damaged for the scratch that the grille has. The only other time I've had an issue, the box was crushed and no amount of padding was going to save it!

I know it takes me a bit to make these, but I would think he'd rather wait just a bit longer for an undamaged one...plus he mentioned trying to sell it on here for more than I charge! Can't have him screwing someone on the forum that I've gotten so much help from.
 
I'm in awe.

I am imagining what Amazon would do if he had ordered a grill from them and the same issue occured.

And then he offered the same remedy.
 
General rule is to send back the damaged item for a replacement. In some cases a replacement can be advanced shipped and a CC charged if the defective one is not returned.

But I have been on the other end of this. I bought a Baja Rack that was damaged from a member because Baja didn't want it back. The cost was too high for return shipping and they got their money back, so guess they really didn't care what the guy did with it. But your case is different as shipping isn't that high and the part is easily repairable.

Quick question - How were you able to file a claim without proof of damage??
 
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