In my business life I've never seen any reason not to use a reasonable
tone, letting folks know you've appeciated them in the past and would
like to do so in the future does no harm, if true, and sets the tone
for the conversation. As for calling, I prefer email - I don't think
as fast as I talk sometimes.
I didn't suggest that you NOT use a reasonable tone. My point was that
you created an entire story when a simple sentence should have sufficed.
If I was on the receiving end I would have gotten impatient to see
what your complaint was. I wouldn't have needed all the extra detail to
make a simple decision to send you a replacement.
I have a spelling checker.
It came with my PC.
It plane lee marks four my revue
Miss steaks aye can knot see.
Eye ran this poem threw it.
Your sure real glad two no.
Its very polished in its weigh,
My checker tolled me sew.
A checker is a blessing.
It freeze yew lodes of thyme.
It helps me right awl stiles two reed,
And aides me when aye rime.
Each frays come posed up on my screen
Eye trussed too bee a joule.
The checker pours o'er every word
To cheque sum spelling rule.
Bee fore a veiling checkers
Hour spelling mite decline,
And if we're laks oar have a laps,
We wood bee maid too wine.
Butt now bee cause my spelling
Is checked with such grate flare,
There are know faults with in my cite,
Of nun eye am a wear.
Now spelling does not phase me,
It does knot bring a tier.
My pay purrs awl due glad den
With wrapped words fare as hear.
To rite with care is quite a feet
Of witch won should be proud,
And wee mussed dew the best wee can,
Sew flaws are knot aloud.
Sow ewe can sea why aye dew prays
Such soft wear four pea seas,
And why eye brake in two averse
Buy righting want too please.
I worked on it some from the time I first saw it, but had nothing to do
w/ the original creation...it was posted by a support person w/ a small
software outfit I use.
I do like the somewhat gentle reminder that spell checkers aren't always
the panacea they're often made out to be...
Tom.. I also prefer email, for a couple of other reasons:
The recipient can read at their leisure and not have to take notes on the
they can forward it to the appropriate department, saving you the hassle of
repeating your problem to another person...
you have a record of what you said and of any replies that they sent back..
Please remove splinters before emailing
They'll see for themselves if they ask for the damaged part back. If
you were a mfgr. wouldn't you rather see the defective component than
just take a report from the customer? QA is gonna want "hands on" to
determine if any changes need to be made in the mfgr'ing process. The
mfgr that doesn't want the part back probably doesn't care a whole lot
Or, perhaps, is aware that a 'bad batch' slipped by the QA process.
I experienced this similar situation a few weeks ago with a Senco
FP41XP nailer. Purchased months ago but didn't open or use until
recently. Out of the box (and still under warranty) there were air
leaks. I phoned Senco Customer (Dis) Service and was told the O rings
that were leaking were not covered under the warranty. I brought the
unit in to my local dealer and explained the problem, fully expecting
to pony up nearly $100. to repair the unused gun. Without hesitation,
the nailer was exchanged. The dealer was aware of the fact that there
was a bad batch that recently made its way into the retail channel. A
good example of why I will always make the attempt to purchase locally
before giving my business to a faceless online retailer. Also a good
example of why I'll think twice and twice again before purchasing
anything sold under the Senco brand.
Yes I would generally agree with those comments however, the OP sent a
reasonable and detailed description of the problem. This gets honesty
points if I work there.
doesn't sound like the problem. My point was he provided some detail
that they my have made some determination and save the customer the
hassle of returning.
My opinion on your original question is yes he would have gotten just
as good of customer service response
He may already have 47 of them returned and getting one more is not going to
He may already know there was a problem in production, it was corrected, but
a few slipped through.
In 99% of the cases, I know what a problem was caused by and from the
description. It usually has long been corrected because we've made 20,000
more since then with no complaints. If it was a machine malfunction and
corrected, the part is of no value. If it was carelessness on the part of
the packer, I may want it to show him or others what NOT to do. That is a
tiny minority of what I see but can vary in different industries.
You listen to the customer, you assure him he will be credited or the part
replaced, you thank him for bringing the problem to your attention.
HomeOwnersHub.com is a website for homeowners and building and maintenance pros. It is not affiliated with any of the manufacturers or service providers discussed here.
All logos and trade names are the property of their respective owners.