beck3906
Member
I was standing in the computer repair line at Best Buy last night waiting to purchase a memory chip for a computer. The individual in front of me turned and stated that he was upset because he had returned what looked like a HD DVD player and Best Buy had sent it off for repair. The individual commented that not too long ago, you could just bring in something that was broken and they would give you a brand new one as a replacement. He was upset they sent his off without giving him a new one. I just kept guiet and let him rant.
This reminded me of a couple of conversations I had with vendors last week as I ordered items from them.
One vendor spoke of how he noticed customers asking for replacement parts because of one isue or another. The customer kept calling back getting different parts until the customer could eventually build an entire new item.
A second vendor commented on people asking for samples. When he tried checking with them about making purchases, the "customer" ignored his efforts at contacts.
I regularly see where someone has commented on a vendor that didn't do what was felt as "the right thing". The vendor may not have replaced an item or part when the customer felt the vendor should have.
I also see where we as a community have come to expect the freebie when we order something. We place orders with those vendors that include something extra so we feel we got more than was expected.
I have a true appreciation for the approach many vendors must take when refusing to make an exchange when a customer expects something should be done.
I'll give an example....
You've sold a fountain pen to a customer that now wants warranty service. Your examination reveals that the customer has abused the nib and of course the ink won't flow correctly. The nib appears to have had too much pressure placed on the tip and the tines are bent out of shape. This problem could be worsened if the nib was a gold special one costing in the $90-100 range.
The customer expects you to replace the nib at no charge because you didn't provide a nib that would withstand his abuse or you didn't provide adequate usage instructions.
Do you replace it? Maybe you do just to keep the customer happy because you want to maintain good customer relationships.
Then the customer comes back a few weeks later and wants the nib replaced again.
What do you do this time?
This same scenario plays out with our vendors regularly. They are approached by someone saying the part was defective when it was actually the customer's fault. Claims are made that parts were not included in the bag when the customer actually lost the part. Blanks are destroyed because the skill level of the turner weren't adequate for that type of material.
Many of our vendors have to set stringent rules to help protect their business from being abused. Those that don't have those rules may be just a few more abuses from having to set those rules.
I've been amazed at the comments made over the last few months about how one vendor or another has not provided the service that was expected. We then see that the feeling about the vendor is publicized across our community in hopes of collecting other feelings against the vendor, maybe expecting the vendor to cave in to the expectations.
We also see where the expectation is that every vendor provide what would amount to be free shipping to get our products to us. No matter the size of the order, it should go out as first class postage. It should also have insurance provided at no cost to ensure it is delivered to the correct address. The package should also have a signature to verify delivery. Oh, if we do that someone complains because they weren't home to accept the package because a signature was required.
I personally have come to expect one thing...I receive the goods I ordered in a timely manner and without damage. If I need the items quickly, I pay a premium for delivery. I don't expect freebies but I appreciate them when received. I can't say I've seen anything free in most orders I make except for a free catalog to order more.
In my 10 years of making pens and other items, I've seen a few vendors that offered pen making supplies leave for one reason or another. We need each of our vendors as each provides a service we can tap as needed.
Okay, I've said my peace. I fully expect to catch flak...my military training taught me how to dodge the bullets. I just felt someone needed to step forward and defend our vendors. :neutral:
This reminded me of a couple of conversations I had with vendors last week as I ordered items from them.
One vendor spoke of how he noticed customers asking for replacement parts because of one isue or another. The customer kept calling back getting different parts until the customer could eventually build an entire new item.
A second vendor commented on people asking for samples. When he tried checking with them about making purchases, the "customer" ignored his efforts at contacts.
I regularly see where someone has commented on a vendor that didn't do what was felt as "the right thing". The vendor may not have replaced an item or part when the customer felt the vendor should have.
I also see where we as a community have come to expect the freebie when we order something. We place orders with those vendors that include something extra so we feel we got more than was expected.
I have a true appreciation for the approach many vendors must take when refusing to make an exchange when a customer expects something should be done.
I'll give an example....
You've sold a fountain pen to a customer that now wants warranty service. Your examination reveals that the customer has abused the nib and of course the ink won't flow correctly. The nib appears to have had too much pressure placed on the tip and the tines are bent out of shape. This problem could be worsened if the nib was a gold special one costing in the $90-100 range.
The customer expects you to replace the nib at no charge because you didn't provide a nib that would withstand his abuse or you didn't provide adequate usage instructions.
Do you replace it? Maybe you do just to keep the customer happy because you want to maintain good customer relationships.
Then the customer comes back a few weeks later and wants the nib replaced again.
What do you do this time?
This same scenario plays out with our vendors regularly. They are approached by someone saying the part was defective when it was actually the customer's fault. Claims are made that parts were not included in the bag when the customer actually lost the part. Blanks are destroyed because the skill level of the turner weren't adequate for that type of material.
Many of our vendors have to set stringent rules to help protect their business from being abused. Those that don't have those rules may be just a few more abuses from having to set those rules.
I've been amazed at the comments made over the last few months about how one vendor or another has not provided the service that was expected. We then see that the feeling about the vendor is publicized across our community in hopes of collecting other feelings against the vendor, maybe expecting the vendor to cave in to the expectations.
We also see where the expectation is that every vendor provide what would amount to be free shipping to get our products to us. No matter the size of the order, it should go out as first class postage. It should also have insurance provided at no cost to ensure it is delivered to the correct address. The package should also have a signature to verify delivery. Oh, if we do that someone complains because they weren't home to accept the package because a signature was required.
I personally have come to expect one thing...I receive the goods I ordered in a timely manner and without damage. If I need the items quickly, I pay a premium for delivery. I don't expect freebies but I appreciate them when received. I can't say I've seen anything free in most orders I make except for a free catalog to order more.
In my 10 years of making pens and other items, I've seen a few vendors that offered pen making supplies leave for one reason or another. We need each of our vendors as each provides a service we can tap as needed.
Okay, I've said my peace. I fully expect to catch flak...my military training taught me how to dodge the bullets. I just felt someone needed to step forward and defend our vendors. :neutral:
