GregBBRD

Carl:

"That doesn't sound right", is what everybody is trying to tell you!

Try and follow the logic...I'll try and word it, so you can understand it:

Dan gets a crappy part. If he sees that it is a crappy part, before he installs it he can return it.

Dan installs the part on his car and discovers it is crap.

Now Dan has to either return the part and get more crap, or he can return the part and pay 15% for to earn the privilege of getting "future crap"....

I don't know if you've ever actually installed a set of upper control arms....but it isn't all that easy and sucks up quite a bit of time. To remove these things and send them back and forth to you sucks up even more time. Why he isn't asking you to pay for his wasted time is amazing to me. I'd think you gladly give him his money back and take the crap back.

GregBBRD

Dan:

This is insane and I feel sorry really sorry, for you. Just to show you that not eveyone in the 928 world is not like Carl...I'll offer you some help.

I'll send you a set of 928 International rebuilt control arms, at my cost...there's a tiny bit of profit margin built into them...this will help make up for your wasted time. You will need to send me your arms back as cores, obviously. Why Carl doesn't feel bad and has not offered you this as a remedy is very strange to me, but he obviously has no feelings, whatsoever, about your wasted time.

If you paid for Carl's pieces with a credit card, simply call your credit card company, explain what has happened, and they will put the transaction into a "dispute status". Forward them this thread and they will certainly refund your money...it will take a few weeks, but it will get solved.

SeanR

Absolutely, 110% awesomeness there.

Dan87951

Greg thanks, that is an extremely generous offer. Thanks for the help and I will let you know. In the meantime PM me the details on price and where to send the old ones to.

Lizard928

Greg,
That offer right there has just earned you some more respect from what I imagine will be a number of people on this board.

Myself included.

Landseer

First, appropriate respect. You have achieved a very dynamic business, should be proud of it of course. I am envious and wish I could achieve that.

Now, the review I did was of the site and the counteroffers.

My comment stems from your counter offer of 15% restocking charge for a return on what appeared to be a warranty claim.

From my lay perspective, that tangled-up "return/refund" with" warranty".

I don't think you want to do that.


But let's back up.

Two sections to read, return/refund vs warranty. These are two very separate things.


A return is for buyer convenience.
Stores use this to help out a person.
Here, its 30 day limit, preauthorized.
Might be a deduction of 15% to restock (you state its your choice)
(useful to protect your customer base but eliminate repeat offenders)
Must be perfect when returned.
Resellable.



A warranty claim is different.
Its a claim that something doesn't work for the advertised purpose.
It has limitations, so it can't be claimed when applying parts to non intended applications, for instance.
(Returning the item is incidental and not defined in my view by the definition of a return).
Here, the remedy is by store choice: A, B1, B2.
A Refund in full.
B1 Replace
B2 Repair




So, the first question is: Return/refund for convenience OR Warranty Claim.

Second question: What makes sense between the parties?


Its really up to you to figure out how you want to operate.
None of us know what's going on with this set of parts.

I think everybody wants you to succeed in your niche, which is a really interesting business. But its your business. Do what's right.

And a complaining customer provides huge research and betterment opportunity. Every one of these suppliers gets complaints. Its how they turn it to advantage that is important.

EspritS4s

Me too.

the flyin' scotsman

+928 Greg

Benton

Wow. Just discovered this thread. FWIW, I have no personal beef with Carl and I do not intend to disparage him or anyone else here. I just responded to a thread on the 993 forum with regards to customer service from another p-car parts company (not a Rennlist vendor), and my response seems eerily relevant to this thread as well:

Direct quote of what I posted in the other thread (LINK):

--I just don't understand it when vendors can't accept that they made a mistake. So many companies and vendors strive for perfection, but dude, just accept it--EVERYONE makes mistakes. We are all people here; it is not worth lying to a customer to make a few extra bucks. It will come back to bite you; and furthermore, why would you want to screw someone else over for a small personal gain?

There is no room for egos in a retail business, especially when your customers control your bottom line. Had he handled this situation differently, he may have gained a small chunk of new customers that would completely offset the minimal financial gain from selling these calipers as "new" instead of as "used, good condition."

I guess what I'm saying is this: It astounds me how many companies are oblivious to what "customer service" truly means. It isn't treating a repeat customer well and being rude to a potential customer. It isn't being a "great dude" in person and an a-hole through emails. Customer service and marketing pervade every aspect of a retail business. If you have a retail business--or any business for that matter--and don't realize that, you are hurting yourself.--

Imo000

I really hope that the Bonneville car has better quailty control arms!

blown 87

I have yet to meet any one who asked Greg for help that he did not go out of his way to give it.

Tom in Austin

Am I the only one who finds all the legalisms about the seller's "policies" a bit beside the point?

I can't imagine hearing from Roger, Sean, Mark or the others who post here about their 'policies' when there was such a clear (and aggravated) problem with a product.

SeanR

You already know my policy on warranty stuff. "Tail Light Guarantee" I see your tail lights leave, it's no longer covered.

GOBOGIE

Agreed - refund! Right or wrong ur not winning any future customers if u don't refund!

Carl Fausett

I sell Mark's remanufactured upper a-arms too:
http://www.928motorsports.com/parts/upperarm.php

...and if Dan wants to swicth into them, thats great. I have already offered a full in-store credit, have I not?