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    Problem clients - feedback

    I was just wondering how anyone else would handle this matter.

    Customer received order 5 weeks ago. No damage noted at delivery.

    They now say 3 of the 6 boxes are totally smashed and unusable.

    They want a full refund on all 6 boxes since they cant use the material.

    The 3 good boxes must be returned via LTL freight due to size and weight, and they are refusing (at their expense) to return the product for credit.

    They say they will not go away or be bullied by fine print.

    Advice?

    #2
    Re: Problem clients - feedback

    You didn't provide any details about the shipper or the costs involved but generally speaking:

    -Look to the shipper, they deal with such claims every day and they are the ones who failed
    -Customer does not want to be bullied but neither do you but keep your decisions logical, not emotional
    -If the claim ends up in court you will have have costs, probably not recoverable even if you win
    -Estimate the cost of going to war (including the time lost and damage to your reputation) vs the cost of honoring the claim
    -If you go to war you will still be dealing with it in 2015, maybe longer
    -Keep in mind that if you lose you lose and if you win you also lose, there is no win/win
    Bill Dunn
    SunCam, Inc.
    http://www.SunCam.com
    [email protected]

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      #3
      Re: Problem clients - feedback

      What he said.
      Bruce Golub
      Phosphor Media - "Your Success is our Business"

      Improve Your Customer Service | Get MORE Customers | Edit CSS/Javascript/HTML Easily | Make Your Site Faster | Get Indexed by Google | Free Modules | Follow Us on Facebook
      phosphormedia.com

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