What to do about a customer service issue (motydesign.com gauges) - 600RR.net
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post #1 of 30 (permalink) Old 07-22-2009, 01:50 PM Thread Starter
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What to do about a customer service issue (motydesign.com gauges)

So i have had a customer that had a set of gauges fail (they had the GI installed in them), BUT the failure was not due to the Gear indicator. Honda warrantied the unit and sent the customer a new one.

now my dilema is that the customer expects the work to be be redone on the unit.


however, the gauges were sent back to me, to put them back to stock so that the warranty issue would be taken by Honda...so i did get the used electronics back. (BUT had to once again spend time reversing all the work ive done). i also allowed the customer to use a set of my test gauges until this was all worked out so that they didnt miss riding time.this means i need to spend another 3-5 hours of work on something that wasnt my fault.


so now i dont know what to do:
I have spent 6-7 hours working on a set of gauges
i have the old equipment in hand
customer has my loaner gauges
have only been paid to do 1 install
paid to ship the third set of gauges to the customer (which will be $28 out of pocket so far with the loaner gauge shipping)
and now have to do the work a second time (total of 9-12 hours spent on a single customer)



i love my customers and do ANYTHING to keep them happy...but this is starting to get to be quite costly on my end.
ive let the customer know very lightly that i have had to work on an issue for free, but it was kinda shrugged off ...so should i readdress him about it? or would that be beyond decent customer service?


Please let me know

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Last edited by BrowningBuck; 07-22-2009 at 01:56 PM.
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post #2 of 30 (permalink) Old 07-22-2009, 01:53 PM
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charge him/her the labor since you still have the parts. Explain what you have said in your post. If they don't accept the explanation and are not willing to pay to have the work done then you don't want them as a customer. It sounds like you have already went above and beyond normal expectations.


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post #3 of 30 (permalink) Old 07-22-2009, 01:55 PM
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You seem to already have your decision made bruh
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post #4 of 30 (permalink) Old 07-22-2009, 01:57 PM
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You went above and beyond your original agreement, time to be paid for your extra work

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post #5 of 30 (permalink) Old 07-22-2009, 01:57 PM Thread Starter
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OHHH yes i want more money!!! but what my question is; do i request more?

and it sounds like the general concensis is yes.

i ve taken great pride in my business and have had 100% positive feedback and i have no reason to start now with displeasing people if i should just buck up and be a good business man about it.

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post #6 of 30 (permalink) Old 07-22-2009, 01:58 PM
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yes, yes, yes, yes, yes..................absolutely


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post #7 of 30 (permalink) Old 07-22-2009, 01:58 PM
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BTW, have them offer you more... try not to ask for it as hard as it may be not to.
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post #8 of 30 (permalink) Old 07-22-2009, 02:00 PM Thread Starter
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BTW, have them offer you more... try not to ask for it as hard as it may be not to.

i did that... this is my quote
as for the gauges... it is good to hear that they covered them under warranty, but it does SUCK that i have to do my job again but for free :(. anyway let me know when the gauges are on there way to me.

so it was ignored

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post #9 of 30 (permalink) Old 07-22-2009, 02:02 PM
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Should have never said you do it again for free, now you have too

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post #10 of 30 (permalink) Old 07-22-2009, 02:04 PM
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If this guy was a nice guy he would have already offered to repay for the gauges, or at least try and negotiate something with you. But it sounds like he is walking all over you now. Sucks when the nice guys get taken advantage of, but it seems he gots you. Sorry bud

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post #11 of 30 (permalink) Old 07-22-2009, 02:06 PM Thread Starter
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okay so i though about a reasonable amount to ask for... since they are getting the GI and Color change i can not refund the cost of the LEDs as they are ruined once removed

so $40 for the color work and material
give him going rate of the Gear indicator BRAND NEW = -$109
which would leave for the $100 for the total work of the unit and shipping and all the loose ends.

so request $140 for rework of the unit? god i feel bad, but thats what my math shows...

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post #12 of 30 (permalink) Old 07-22-2009, 02:07 PM Thread Starter
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Quote:
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Should have never said you do it again for free, now you have too

i never said i would do it again for free.... but then again i didnt really give him a quote on rework...i was more worried about getting him riding and the gauges taken care of under warranty

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post #13 of 30 (permalink) Old 07-22-2009, 02:08 PM
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DAMN!, you put in "for free" without a question mark behind it???
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post #14 of 30 (permalink) Old 07-22-2009, 02:09 PM
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He at least offer to go out for drinks and women after?
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post #15 of 30 (permalink) Old 07-22-2009, 02:10 PM
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Quote:
Originally Posted by BrowningBuck View Post
i never said i would do it again for free.... but then again i didnt really give him a quote on rework...i was more worried about getting him riding and the gauges taken care of under warranty
It read like thats what you said,if those are your exact words anyways
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DAMN!, you put in "for free" without a question mark behind it???
Exactly, from his quote I think he shot himself in the foot

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post #16 of 30 (permalink) Old 07-22-2009, 02:11 PM
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I've always been a fan of being honest and direct with the way you approach people, even if it's through email or any other form of impersonal communication. Start off by explaining to him how important it is for you to maintain your reputation as one who has great customer service, but also how after thinking about the service that you are providing for him, is getting to be a bit much (since it is free and has consumed a lot of extra labor hours). Then kindly try to ask the customer to understand the position you are in and meet you half way. Has always worked for me, and you don't have to feel bad :)

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post #17 of 30 (permalink) Old 07-22-2009, 02:15 PM
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Ya ,, this sux BB, but you did say free, I doubt he is going to offer to pay anything,, you may want to ask him to pay for half of the cost of the labour since the guage fail was not your fault by any reason,, just try to explaine to him that you are losing money on him even if he pays for half of the extra labour,, maybe he will match your good service by being a good customer..

also, some times taking a loss is the cost of business and the cost of keeping a customer happy
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post #18 of 30 (permalink) Old 07-22-2009, 02:42 PM Thread Starter
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yeah thats what i thought.... it seems the thread has touched on all my thoughts. god i will be sooo happy when i can phase gauges out of my business plan, they are such a pain in the butt!!!

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post #19 of 30 (permalink) Old 07-22-2009, 04:00 PM
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Play the Karma card bro if its meant for you to recover some funds the guy will pay up
if he does take the funds and move on if he is a stiff one and does not pay a dime
so be it God all mighty will make it up for you one way or the other
If you leave it at that premise & be thankful trust me Good karma will fall in your lap
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post #20 of 30 (permalink) Old 07-22-2009, 04:50 PM Thread Starter
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sounds good moe. will do.

now that that is taken care of i want to take 5 seconds to rant about another companies cutomer service :(

i bought an upper receiver for my AR because i needed one for a comp shoot Sat. i called Friday evening and talked to this company for an hour... telling him how important it was that i had it in my hands before the weekend. he assured me that three day UPS would take care of that. i asked him to email me a tracking... but he said just email him and hell forward it when he ships monday morning. so i emailed him so he had my addy. monday morn no email from him... he called at 12:00 and said he just shipped, so i went to comp to verify ship, but no email, so i reminded him to send me the tracking... no response until today where we went back and forth over the phone about the tracking, finally i got it (he shipped when he said he did) BUT he sent it GROUND!!!!! so it doesnt get here til monday...which is NO good!!!!

well anyway thank you for the rant and i am clear of that but still frustrated my $1558 upper is still not going to be here in time and there is no way to get it in time :( any one have 10.5 POF upper i can borrow :)

Never argue with stupid people. They will drag you down to their level, then beat you with experience
Don't argue with an idiot; people watching may not be able to tell the difference.

Last edited by BrowningBuck; 07-22-2009 at 04:52 PM.
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post #21 of 30 (permalink) Old 07-22-2009, 07:19 PM
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Hey, I believe if you call UPS you can upgrade the shipping so long as you have that tracking number no?
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post #22 of 30 (permalink) Old 07-23-2009, 03:54 PM
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Quote:
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Hey, I believe if you call UPS you can upgrade the shipping so long as you have that tracking number no?
If you are the payor, then yes. But, if you are soley the consignee, then no.

UPS is very understanding though. I have personally delivered packages in a suit and tie using my own car, because a customer was time sensitive, and the shipment didn't go out that morning. A call to the package center that typically recieves your packages can be your best bet when things like this come up. In fact, calling 1800-PICK-UPS will be able to route you.

Edit:

BB, I hear that your CS is excellent. I would do the work for free, just to keep that reputation. Extenuating circumstances or not, people get soured when bad reviews come in.



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post #23 of 30 (permalink) Old 07-26-2009, 07:29 PM Thread Starter
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okay things just got VERY interesting!!! i will update you when i get a response back from him.

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post #24 of 30 (permalink) Old 07-26-2009, 07:52 PM
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^ subscribed.

I would say ask for more money, but due to how you worded your response to him, he is now expecting it free.

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post #25 of 30 (permalink) Old 07-26-2009, 08:04 PM
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okay things just got VERY interesting!!! i will update you when i get a response back from him.

Atleast give us a hint!! ;)
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post #26 of 30 (permalink) Old 07-26-2009, 08:11 PM
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okay things just got VERY interesting!!! i will update you when i get a response back from him.
Interesting... how?
okay cool, keep us posted
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post #27 of 30 (permalink) Old 07-26-2009, 10:08 PM
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i'd say charge him for the install only since he already bought the indicator. its really their fault and responsibility to take care of all that stuff. its not ur fault the gauge went out. probably a nice thing to do is half price or something but then again thats ur call. its not needed.
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post #28 of 30 (permalink) Old 07-27-2009, 02:06 PM Thread Starter
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okay it was not as interesting as i thought.

so i get the gauges back and they had exactly 150 miles on them ... so i though that they were not the warranty set? but durning the conversation over email we both were a bit frustrated, and he asked for them to be sent back with the equipment that was installed (i could not send the original GI as i threw it away, cant put it in someone elses gauges that paid for a new one) so i sent a new one back with his gauges. i guess that will have to do until i get further follow up from him since he still has my gauges.

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post #29 of 30 (permalink) Old 07-27-2009, 02:39 PM
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I'm a lil confused. Was he trying to scam you with another set of gauges or what?

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post #30 of 30 (permalink) Old 07-28-2009, 08:24 AM Thread Starter
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yeah you know i am still a bit confused too, but i guess its in the past now so i am going to try and move on as i have two more sets of gauges coming in this week and my big project still in the works.

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