Moto GP Racer
Join Date: Mar 2005
Location: Stuck in Morman Hell w/ my Ex
Thanked 35 Times in 24 Posts
Feedback Score: 59 reviews
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
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 01:56 PM.