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2 weeks ago, I get a random box with a random part with no information about who sent it and why. After digging (and it was a mighty dig), I figure out that it's a part that was bought 3 months ago.
We have a 7 day return policy (starts when you get the part). I'm rather lenient about it, too- if you ask to return something past that time frame, I'll probably let you if it hasn't been too long. But, the key concept here is communication- you need to talk to me. Throwing it in a box and sending it to me poorly wrapped with a totally different name on the return label 3 months after you bought it is the epitome of not communicating with me.
So I send off an email. A very polite, clear and to the point email that explained that due to the amount of time that passed, I couldn't issue them a refund and offered to ship the part back to them. I also included the shop phone.
Cut to today. This guy calls me pitching a fit that I'm not refunding him.
Me: I'm sorry, but I can't give you a refund on that part; it's been more than 3 months which exceeds the amount of time I can issue refunds.
Him: But WHY?
Me: Because we have a 7 day return policy
Him: Whyyyy?? I don't neeeeeeed it!
Me: I'm really sorry about that, but if you had contacted me even a month ago, I might have been able to help you. At this point, I can't even get into the old order.
Him: WHYYYYYY??? Can't you just write me a check??
(Well, sure- let me just cut that for you.)
Me: I'm sorry, there's nothing I can do. Would you like me to send you the part back? It's yours, after all.
Him: If you can send the part back, then can you just send me a part I need?
(Oh, hey- a request that's not totally bats**t crazy. You know what, FINE. It will cost me the same and will make the guy happy.)
Me: Here's what I will do. I will give you a credit of the part minus a restocking fee. If there's a part we have that you need for that price, I will send it to you.
Him: Do you have this? *part number*
Me: *checking* No, I don't
(rinse and repeat 3 times- it's an odd TV that there's not a lot of parts support for.)
Him: But WHYYYYYY?? I neeeeeeeeeeeeed those parts! Can't you just refund me??
(insert small circular conversation with enough "why's" to annoy a 3-year-old)
*sigh*
Eventually, I got him off the phone (without a refund OR him asking for "my manager," which honestly gave him some brownie points). But GOOD. EFFING. GRAVY.
We have a 7 day return policy (starts when you get the part). I'm rather lenient about it, too- if you ask to return something past that time frame, I'll probably let you if it hasn't been too long. But, the key concept here is communication- you need to talk to me. Throwing it in a box and sending it to me poorly wrapped with a totally different name on the return label 3 months after you bought it is the epitome of not communicating with me.
So I send off an email. A very polite, clear and to the point email that explained that due to the amount of time that passed, I couldn't issue them a refund and offered to ship the part back to them. I also included the shop phone.
Cut to today. This guy calls me pitching a fit that I'm not refunding him.
Me: I'm sorry, but I can't give you a refund on that part; it's been more than 3 months which exceeds the amount of time I can issue refunds.
Him: But WHY?
Me: Because we have a 7 day return policy
Him: Whyyyy?? I don't neeeeeeed it!
Me: I'm really sorry about that, but if you had contacted me even a month ago, I might have been able to help you. At this point, I can't even get into the old order.
Him: WHYYYYYY??? Can't you just write me a check??
(Well, sure- let me just cut that for you.)
Me: I'm sorry, there's nothing I can do. Would you like me to send you the part back? It's yours, after all.
Him: If you can send the part back, then can you just send me a part I need?
(Oh, hey- a request that's not totally bats**t crazy. You know what, FINE. It will cost me the same and will make the guy happy.)
Me: Here's what I will do. I will give you a credit of the part minus a restocking fee. If there's a part we have that you need for that price, I will send it to you.
Him: Do you have this? *part number*
Me: *checking* No, I don't
(rinse and repeat 3 times- it's an odd TV that there's not a lot of parts support for.)
Him: But WHYYYYYY?? I neeeeeeeeeeeeed those parts! Can't you just refund me??
(insert small circular conversation with enough "why's" to annoy a 3-year-old)
*sigh*
Eventually, I got him off the phone (without a refund OR him asking for "my manager," which honestly gave him some brownie points). But GOOD. EFFING. GRAVY.
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