posted on July 12, 2001 12:29:19 PM
I have an interesting situation. I shipped a $600 DVD player to a customer and I sent him the wrong model, and he wants me to overnight the right model to him. Couple of questions. The overnight cost would be $40. I suppose I should absorb that cost and ship it to him overnight. And secondly, I’m sure I don’t want to send it to him until I get the other one back, but I could probably have him just pay for that one by credit card right now and then give him a refund once I get it back, that way I can ship one out overnight. Or would you even consider shipping overnight? $40 is a lot of money to absorb, but it was my error, my mistake. Appreciate any input you could give me in this direction.
posted on July 12, 2001 12:41:42 PM
You aren't obligated to spend $40 to overnight the unit, but it would be a nice gesture. It depends on how you want to handle it. I would get the other one back first. You don't know that the customer will be all that concerned about returning it in a timely manner. Getting it returned first insures that he won't drag his feet in returning it.
Be very apolgetic for your mistake, but don't allow yourself to be walked on. If you want to spend $40 out of your pocket to appease the customer, sounds OK, but don't be bullied into it.
Not like your situation, but having to do with refunds: One guy wasn't happy with a camera he bought (so he said anyway, it was near mint condition) and he wanted a refund ($90.00 something dollars). We told him OK, send it back and we will send a prompt refund after we receive it back. Oh no, he wanted the money first, then he would send it back. LOL! We told him no way could we send a refund without first getting the camera back. Never heard from him again.
[ edited by loosecannon on Jul 12, 2001 12:50 PM ]
posted on July 12, 2001 12:48:46 PM
loosecannon gave you some good advice there. I'm not sure that I would overnight a second one even if it was my error (although I would be sure apologetic and I would feel very bad). That is a lot of money.
Priority would get there pretty quick anyway. Good luck to you whatever you decide.
posted on July 12, 2001 12:52:58 PM
Having worked customer service for years and years and years I have had lots of experience with this type of dilemma. You have to let him choose, while protecting your interests. Offer him at least these three options: (if you can live with these that is... )
Charge him for the replacement, credit upon return of the original one.
-OR-
Offer him a deep discount to keep what he has.
-OR-
Have him return the incorrect one to you first, and then ship him the new one.
As far as the shipping, offer him 2nd day air at your expense. If that won't fly, then belly up and do the overnight thing.
Above all else, keep the lines of communication wiiiiiide open, and leave him options. A customer who gets to make his own choices will feel all the better for it. (Rather than having your decision on how to make your mistake right shoved down his throat.)
posted on July 12, 2001 02:46:48 PM
Call UPS or visit UPS.com and arrange for them to pick it up. It's called a "call tag" and probably costs less than 5.00 plus the cost of shipping the package.
If you do it right, UPS will issue you a tracking number that you can follow on-line and tell him once it's picked up and on the way back to you, you'll ship the correct one.
I don't believe you "owe" him overnight shipping, seems a bit extreme, but why not toss a DVD in with the player to compensate him for the trouble? A $10 DVD is better than $40 for the shipping.
posted on July 12, 2001 04:23:19 PM
retail guy has the best idea in my eyes....a dvd and call tag are great ideas, ..think of it this way, would any retailer overnight it, NO, they would apologize but they would never overnight it.......if you think there is one(fellow posters) just name em.......
posted on July 12, 2001 04:40:34 PM
Mistakes happen. You are committed to making it right. It is not required to do penance. I really believe that if a buyer want's this kind of service, he should stick with retail.
In this mail order arena, there is a higher percentage of hustlers. They push hard to get you into a vulnerable position - like sending a replacement with first receiving the original.
posted on July 12, 2001 04:40:51 PM
The call-tag idea is great. The only thing that (of course!) crept into my suspicious mind is that you cannot be absolutely sure that what the customer is returning to you is the same item in the same condition until you actually receive it...
posted on July 12, 2001 04:55:51 PM
yeah what retailguy said....
just want to quick point out how "big business works it out.....
(hint; if Mom says a quick point, she means in 'Mom-time')
I bought a computer from Gateway. New, directly at their store. When it was 30 days old the hard drive went out (their diagnosis). They fa***d around sending the new one via UPS, I BEGGED them the first day it went out "please send it Express, Priority, something! My business depends on this being up and running!" "We don't use USPS" In other words "We don't use USPS for you".
Well, they sent the wrong hard drive. when the repairman got to my shop he said it wasn't the hard drive anyway it was the motherboard, and he called them on the spot and ordered one. I asked for the phone and almost shrieked at them "I gotta have it overnight!" No can do. They sent it UPS overnight and it was 2 more days. Total down-time; 2 1/2 weeks of using the computers at the public library with crying little ones, a huge stinky man, people reading over my shoulder, on a sign-in sheet only allowed ONE FREAKIN HOUR A DAY!
If you can't work it out like retailguy says you might try Mail Boxes Etc and places like that to see if they'll send you an email when it's shipped.
Oh, I was coming to a point...... if I were you I'd make it right by the customer, go an extra mile. Not because you hope he'll shop again, or you're afraid of feedback, just because it's the right thing to do.
You need to be genuinely apologetic, but not grovel. If you bump someone...... you do not cut off your elbow.
posted on July 13, 2001 08:59:49 AM
Immykidsmom--
Wow we must have the same library. My computer went out a few months ago and I spent a couple weeks doing the same thing. It was HELL! Glad to see that your computer (finally) got fixed.
:0)
posted on July 13, 2001 09:08:01 AM
I disagree with one of the suggestions:
Since this was admittedly the SELLERS FAULT, the buyer should NEVER be made to prepay for the other unit.
Now, if the buyer bought the wrong model or something and then wanted to swap for the right one, the precharging is definitely fair and the right thing to do.
In this case, I would choose to get the new on to him as quickly as possible, but perhaps 2 day instead of overnight, THEN use the savings to cover a pickup (call tag) of the other unit.
Waiting 1 more day really isn't going to kill the buyer (unlike say, waiting 7 days for a ground shipment).
Be aware that the call tag thing may cause some problems--perhaps the guy isn't home when UPS comes to pickup or drop off... and you need to respect their time and work with them on scheduling to fit their schedule.
In essence... if it's the sellers fault, they are responsible to get the right unit to them in a reasonable short time (shorter than the first shipment) and get the wrong one picked up---Without additional charges to the buyer.. They've already gone thru enough pain due to the error and shouldn't have to "work" to get it corrected.
posted on July 13, 2001 09:52:29 AM
If you think there is a resonable possibility this guy would do repeat business with you, based on your past repeat business record, then go out of your way for this guy. He's spending $600 on a top of the line DVD player, people with mucho money service is everything, and will remember you next time he buys, which may be soon.
