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fitted new brushes to an elderly whirlpool auto at the beginning of sept ,fault reported not washing /no motor action, customer rings at the start of october says machine not spinning ,we send out engineer who tightens belt and checks module for dry joints etc tests machine for rinse and spin all ok leaves with customer to try on a full wash no contact until 12 november when she rings again reporting no spin ,same engineer returns checks p,chamber and brush length all ok, tries it on rinse and spin again all fine asks customer again to try again and let us know ,by this point she is quite irate and demanding her money back ,engineer explains that the brushes are fine and it is possibly an intermitant fault on another component so would not be covered by warranty he leaves and after reporting her agressive attitude to the office all is forgotten till today when we receive an ansaphone message stating that the machine is not turning and if we dont send some one today she wants her money back as its never worked since we fitted the brushes :rolls: I decide to bite the bullet and ring her back and after explaining that it may not be the brushes but another fault and that she would have to pay our call out charge up front then we would send somebody ,i am then met with all the wrong timings ,lies and derogtary comments about the job and our business and how she is reporting us to trading standards ,at this point i say fine please ring them and when we are contacted by them we can give them the correct corse of events at this point the phone is slammed down ,right the point is how far do you go with a customer like this ,both times we have been out since the initial call no charges have been made and as far as i can tell the machine has functioned fine since the 12 nov i did ask her if she was not confident in our service to try somebody else and if it turns out to be the brushes that are faulty to send me a copy of the reciept and we will sanction a refund but she was unwilling to do this as she would have to pay them. Your thoughts guys how you deal with customers like this under similar circumstances Cras
Re: how far do you go
Never an easy one, I would give her a refund because it’s not worth the stress and wasted visits.
No matter how hard you try, you can never please some people.
We all like to think we give the best possible service and 99.9{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of customers will be happy, but there is allways one pain in the ass. 😉
John.Re: how far do you go
thanks a1 thats my thoughts after i calmed down a bit ,im normally good at sorting out problems that arise ,just that this idiot was so un reasonable and has been despite our best efforts to help her out that i dug my heels in ,like you say cant please some people 🙁
Re: how far do you go
Had one customer like this. Went out twice to NFF both times with arguments about paying so we let her off. After that told her she would need to pay call out up front by card, which we would refund if covered by guarantee. Received one rude letter saying she would be contacting TS, her solicitor, etc. etc. and that was it.
They’re not pleasant but you have to be firm with these people, they’re used to bullying to get their own way, once you stand up to them they’ll move onto the next company.
Re: how far do you go
The customer is always right!
Not!
You sound like a genuine honest person,
the easy way out is to refund her
the gut instinct is to ignore her or tell her where to go
but the best thing to do, in my opinion, is to go to the job yourself and see whats going onmaybe she is
underloading it – out of balance
belt is slack – affects spin on some whirlpools
loose wire on motor plug?
taking the {e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}&$*A second pair of eyes will often spot something the first pair missed
But at the end of the day ODOM is right, customers will some times try to bully you, the best approach is that of a school teacher, polite but firm, you done your best, and you have incurred costs, and those costs have to be met!
Re: how far do you go
neilsukwg wrote:The customer is always right!
Sadly I have to suggest that in this specific instance the customer is right.
The basics are that last September she requested someone sort her machine out that wasn’t washing. The company she chose called and repaired it and charged accordingly……
….now we all have experience of the bit in between since that first visit…we’ve all had these call-backs/recalls almost exactly so in fact……
…..But, the way it works as far as the customer is concerned coupled with current trading laws…..the customer is always and will always be right!!!!
Give her her bl**dy money back cras, and move on, is the only practical and rational solution you could make leaving your good reputation intact in so doing.:D
Re: how far do you go
i think its all down to attitude ,i have refunded in the past ,offered large discount off a new machine etc but this womans attitude just really got up my nose ,still resigned myself to a refund now just so i dont have to deal with her again ,interestingly in november i took the plunge and introduced a call out charge across the whole of my business and have seen no drop in workload but a drop in customers from the lower end of the evolutionary scale .. 😆
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