posted on October 17, 2001 07:21:25 AM
I received the following message from one of my customers. The item he bought was not fragile. It was shipped in a bubble-mailer (as I said it would be in my auction lisiting) He also did not request insurance. The auction description also did not mention the original box of the item. I had thrown that in as an "extra". I guess I've learned not to do that again! Anyhow here's his message (complete with his typos):
XXX,
I received the camera eyecup - Thank you for sending it. You packaging was very bad, where he item box was completely crushed inthe mail. Please take this into consideration when you ship, even though this is a "low price" item.
xxxx
What kind of response do you think this warrants... if any? Here's one reply I was thinking of sending. Is it appropriate? Is it too nice? What do you think? Your help, as always, is appreciated!
xxxxx,
I am sorry to hear that the box was damaged during shipment. I hope that the eyecup itself arrived safely without damage. I've shipped many eyecups out in bubble mailers before with no incident. Every once in a while, though, the post-office does like to play rough with the packages. Thank you for bringing this to my attention, however, and I will take extra care in the future. If you choose to purchase from my auctions again, feel free to mention this incident and I will gladly take $1.00 off the s/h of any item you might win. It is a pleasure doing business with you.
posted on October 17, 2001 07:30:52 AM
My experience with eyecups would tell me that unless the rigid frame that attaches to the cam is damaged, you can't do much to them.
I think your resonse is more than fair.
Best of luck
posted on October 17, 2001 08:08:20 AM
I don't even know what a camera eye cup is, but I'd be willing to buy one....if you would promise to make sure the box got crushed...so I could complain...so then you could write me such a nice, non-hostile letter!
Okay?
Ed. to add: Has it ever occurred to you that you may have missed your calling?
posted on October 17, 2001 08:23:07 AM
eauctionmgnt.
My hands are a bit more rational today after your excellent advice yesterday.
Actually I wouldn't respond with anything more than a general "Thank you for your email. We will review our packaging procedures to insure safe transport to our valued customers."
It remains professional, gives the buyer the feeling they had their say & an impact & you can go about your merry way of doing business the same old way. Win-Win for both.
BTW, I take this tactic w/the few buyers who complain about something like this. They just want some way to get their frustrations out & if you let them vent & feel they've been heard, 99.9% of the time, they go away happy.
posted on October 17, 2001 10:22:44 AM
Thank you all for your kind responses. I love having a place like this to go to for helpful and fast advice! Gc2, your post in particular made my day! Thanks!
I took some of Eventer's advice and modified my original e-mail a little bit. The final letter I sent off was:
I am sorry to hear that the box was damaged during shipment. I hope that the eyecup itself arrived safely without damage. I've shipped many eyecups out in bubble mailers before with no incident. Every once in a while, though, the post-office does like to play rough with the packages. Thank you for bringing this to my attention. I will review our packaging procedures to ensure safe transport to our valued customers. If you choose to purchase from my auctions again, feel free to mention this incident and I will gladly take $1.00 off the s/h of any item you might win. It is a pleasure doing business with you.
I think that Eventer is probably right and that this guy was just blowing off some steam. Or... he could have just been trying to be helpful. Either way, hopefully this e-mail will prevent me from getting any negitive feedback... and maybe it will even make a repeat customer for me. Thanks again for all your help!
posted on October 17, 2001 10:37:22 AM
Looks good!
gc2,
It's amazing what a nice, non-hostile letter will do to soothe a ranting buyer (or seller, for that fact). The key is to remain nice & non-hostile (something I am still trying to learn to master) whereas eauctionmgnt has it down nicely.
