Originally posted by SteveS:
Yet never do I give a customer something they are not due and have not paid for. Even if they think something is wrong.
Customer received broken item, aparently broken by UPS but that's not 100% definite either (this is as possible as your pompous suspicion that he's scamming you). Odds are, UPS broke it and the customer's NOT scamming you. But I appreciate seeing you type "we don't even know whether the customer has actually scammed Directron out of a second case and a third bezel". Suspicion and allegations thrown at your customers gives me confidence that buying from you is a mutually beneficial and satisfying experience. I like companies I buy from to hate me and suspect I will do everything in my power to get back the money I spent with them. I return time after time for the suspicion and abuse. It wouldn't be a satisfactory sale if I didn't.
This customer was ****ed off because UPS had damaged two of his shipments in a row. Instead of taking it out on his UPS man, he is trying to take out his anger on a distant company he cannot see face to face.
Question: customer is delivered 2 broken items from UPS, why has Directron said nothing to the affect that they are more concerned with items they ship being repeatedly broken by the shipper than they are about the customers complaints? It would seem to me I'd want to choose a shipping company I could feel confident knowing my items will reach my customers unharmed so incidents like this never happen... but... instead you continue to badger the customer 'cause it's his fault he's upset after several consecutive bad shipments.
Did you break the items? Likely not. Do you have a part to play in this? Yes. YOU choose to continue to use a shipper with a bad reputation for damaging the shipments. Point the finger and there's three pointing back.
And the customer is the one who brought up the Custoemr Service Rep's supervisor, so the CS rep is simply providing the customer a means to contact that supervisor.
Where's this? I scanned the thread, I didn't see it... only reference was "Your sup defenatly needs to listen to your phone conversations" which hardly sounds like shaun's interested in filing a useless complaint... and you're still dodging the whole apology thing.
In this case, the CS rep exceeded the normal policy on shipping damage by shipping twice based solely on the customer's word in the interest of keeping the customer happy, rather than the actual policy of waiting until UPS has sent a representative to examine the damaged package and determine whether it will replace the item.
Stand still, you're still ducking and diving ... customer's main issue, clearly stated here "because you where RUDE, short, and unhelpful". Perhaps someone could finally discuss the "rude and short" part.
Probably not the case, but you would have to accept it would be a possibilty and not inconsistent with what we actually know.
If creating silly examples to attempt to victimize the victim is your idea of customer service, you need to find another business.