What you do when it all Goes Wrong

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Gumby31

Gumby31

Member
Dec 13, 2016
90
28
TN.
Ok this might be A touchy subject, But what do you do when you receive bad or defective new products from a supplier. Not just guns, but all or any of your equipment..(EX scopes,camera equipment,air compressors) You know all the stuff. So this dose not become a bash post I don't want to know what went wrong. What i do want to know. How you deal with them? How do you get better service? At what point did you just give up and go a different direction? How many times do you pay for shipping? What should you ask for for being inconvenienced? Do you need or want an apology? Should they offer you some free stuff? Do you tell them they need to give you free stuff? Did you or should you yell and scream? To me the days of good customer service are all but gone. I try to buy local but in the PCP world it is hard to do. With all this said remember NO bashing please. I am not interested in ruining or hurting someones reputation.
MY problem at the moment.
Scope cam/with DVR I am on my 3rd one different problems each time.
I have paid for shipping back every time. $45.00
I Need an apology have not got one nor have they offered any free something or some money back. have not screamed at them.(yet) I have ask for management still can't get access to them. I have ask for a bench tested one next time. they agreed they would .
I would like you hear what you have done to get better results. Mine have not been going well.
 
Like in Baseball, 3 strikes and you are out. I would ask for my money back. Unfortunately it may not be the supplier's fault but the manufacturer of the products. Nobody really wants a new product in an opened box so they are kinda stuck. In the Airgun world, we are seeing some suppliers not selling certain rifles due to the high number of repairs. Whether it is the Manufacturer or the supplier, it makes no difference to me, I want my money back after three attempts. Things do happen and I have had to return things without complaining. I have even paid the return even though the the business offered to pay it. I run my own business and I always thank the customer when they allow me to correct a problem that they have from a service I have delivered.
In the end, an apology and/or free stuff is always welcome, but what you really want from them is a product that works. If they can't deliver, find someone that can!
Hope this helps,

NM
 
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I do like the 3 strike rule.Think I will employ that from now on. I am like you just want a product that works. More time shooting less time in the mail.
I to also own my own business. I would be so embarrassed if a customer had to ask me to fix something more than once. Not to mention someones head may roll.Depending on severity.
I think this is a good opportune time to hand out some accuracy points. good info gets you one. blah,blah,blah gets you no response. bashing gets you neg.
I think it is imprint in todays day in age with so much internet shopping to share how you have got on line retailers to up there game in customer service. Share how you did it. Come get some accuracy. 
 
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When it all goes wrong don’t lose your cool. Get the name of the person with whom you are dealing and try to develop a good rapport with them. Remember, you want them to think of you as a friend and put forth their best effort in helping you. If you pay by credit card, your transaction is protected by the Fair Credit Billing Act. Under this law, you can dispute charges under certain circumstances and temporarily withhold payment. Document your phone calls and save all receipts and emails. Follow-up all phone calls with an email that confirms the call and outlines the steps to be taken by both parties. If the quality of the product is not acceptable you are limited by the retailer's published return policy, so make every effort to achieve your goal as quickly and amiably as possible. 
 
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I can tell you that there are times when EVERYTHING goes wrong when trying to help a customer. It does happen. But it should be rare. VERY rare. I've had situations where we've shipped truckloads of product across the country multiple times because of product issues, packaging issues, part marking issues, and it just keeps going. How the vendor responds after the first strike is really the defining characteristic. 
After the 1st strike the vendor should be in damage control mode. "Shipping is on us. We're so sorry for the inconvenience, etc..."
After the second strike, if they want to keep me as a customer, they need to look at the situation as a crisis. "We're really sorry. This isn't normal for us. We're taking X% off the sale price, we'll cover shipping...etc." Profit is no longer an option on this transaction at this point for the vendor but future profitable sales are at stake.
After the 3rd strike, all they can pray for is saving face. "We'll take the item back of course. Shipping is on us. If you'd like to pick anything out of the store at $x value it's on us." A response from a customer service supervisor or manager is also warranted. If they supervisor/manager doesn't have time to respond that should be an indication of serious problems at that vendor.
 
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Good info goys 
Gamyrick, Wow.... I did a lot wrong this time ( according to your guide) but it is going to be the way I do things from now on. Things would have been so different if I followed up phone calls with e mails.
ZT I do realize we are people. We do make make mistakes. and when it went bad I expect exactly what you said. Got none of that not even we are sorry, Just "ok we will send you a new one" . 
 
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