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............do not mess with me! I have been handling warranty for almost 10 years. I know my stuff. I know our policies and I know all the Fair Trading acts that cover warranty. Do not try to push your luck with me……
Fucknuckle the first:
A builder comes in with one of our filter tanks that have split. He admits to me he dropped it. I tell him that if it was dropped, there in no warranty. He feels that’s unfair and it must be a shoddy product because he only dropped it about a foot and it should not have split, and he is such a good customer, blah, blah blah…..
And the whole time, he would not look at me when he spoke to me. WTF? Was he high or something? Anyway, he bitched and moaned about having to buy a new one. I left him to our sales girl and went back to my hidy-hole.
Fucknuckle the second:
Builder faxes me yesterday about a customer with a split filter tank. After reading the fax, I note the unit outside of full warranty but still under a Pro-Rata warranty. The builder has also forgot to include the customers number. I leave them a message to call me back with it.
They call this morning with customers number which turns out to be a fax number. I type up a fax, send to customer. Customer calls me back about 2 hours later. He is quite angry. He claims he logged the service call 2 weeks ago. I explain I only received yesterday – Not good enough for him. I also advise the number I was given was fax, and I sent him one – he never got it (convenient huh?)
I proceed to advise him of the Pro-rata issue which basically means we cover a certain % of the cost (in this case 50%) of the tank and customer pays all freight, labour charges. You can imagine the response this generated. Customer then wants his money back and compensation for the chemicals he has had to use to keep his pool clean without the filter. I refer him to our warranty T&C which clearly state we do not cover chemicals and our warranty is repair only.
Customer then claims he spoke to the rep and they said it was all covered – No you didn’t, I called the rep.
Customer want the manager – he is out of the office today. I take the customers correct number and assure him the manager will call him in the morning since he refused the pro-rata warranty I offered.
Customer has since called 4 more times a gotten various staff members here in service. He keep demanding a manager, they keep referring him to me. He refuses to speak to me, but has left 3 voicemails of nothing but silence. (I love how our new phones show the phone numbers of who left messages)
Cant wait for tomorrow
If this is a taste of what summer has to offer this year, you will be seeing a lot more posts from me over the next few months......
Fucknuckle the first:
A builder comes in with one of our filter tanks that have split. He admits to me he dropped it. I tell him that if it was dropped, there in no warranty. He feels that’s unfair and it must be a shoddy product because he only dropped it about a foot and it should not have split, and he is such a good customer, blah, blah blah…..
And the whole time, he would not look at me when he spoke to me. WTF? Was he high or something? Anyway, he bitched and moaned about having to buy a new one. I left him to our sales girl and went back to my hidy-hole.
Fucknuckle the second:
Builder faxes me yesterday about a customer with a split filter tank. After reading the fax, I note the unit outside of full warranty but still under a Pro-Rata warranty. The builder has also forgot to include the customers number. I leave them a message to call me back with it.
They call this morning with customers number which turns out to be a fax number. I type up a fax, send to customer. Customer calls me back about 2 hours later. He is quite angry. He claims he logged the service call 2 weeks ago. I explain I only received yesterday – Not good enough for him. I also advise the number I was given was fax, and I sent him one – he never got it (convenient huh?)
I proceed to advise him of the Pro-rata issue which basically means we cover a certain % of the cost (in this case 50%) of the tank and customer pays all freight, labour charges. You can imagine the response this generated. Customer then wants his money back and compensation for the chemicals he has had to use to keep his pool clean without the filter. I refer him to our warranty T&C which clearly state we do not cover chemicals and our warranty is repair only.
Customer then claims he spoke to the rep and they said it was all covered – No you didn’t, I called the rep.
Customer want the manager – he is out of the office today. I take the customers correct number and assure him the manager will call him in the morning since he refused the pro-rata warranty I offered.
Customer has since called 4 more times a gotten various staff members here in service. He keep demanding a manager, they keep referring him to me. He refuses to speak to me, but has left 3 voicemails of nothing but silence. (I love how our new phones show the phone numbers of who left messages)
Cant wait for tomorrow
If this is a taste of what summer has to offer this year, you will be seeing a lot more posts from me over the next few months......
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