simonsez
Well-known member
abbey road d enfer said:
That's why I highly recommend to ship back as state on unit warranty policy. Sometimes fixing in one area can accidentally cause another problem in other area.
Seeking a second opinion
- Thread starter simonsez
- Start date
Help Support GroupDIY Audio Forum:
That's why I highly recommend to ship back as state on unit warranty policy. Sometimes fixing in one area can accidentally cause another problem in other area.
simonsez
Well-known member
Script said:
The problem is, I'm not sure that the problem really exist at the first time, I really confidence about this one, but he insist to use his tech guy, and demand me to pay for him.
We have hard discussion in a fb forum about a month before he place order, it's look that he feel humiliated. I start to suspect that he make it personal. He deleted his conversation.
Scroll down :
https://m.facebook.com/groups/1458538374409630?view=permalink&id=1947325872197542
I ask 2nd opinion, just to make sure I'm on the right track about my thought on the tech guy diagnosis report.
Best,
Simon
pucho812
Well-known member
When I worked a bench stint as head of service there were a couple things I learned early on.
1. no matter what you offer for some it will never be good enough for some people
2. no matter what you tell them if they have their mind made up there is little you can do.
As always things like warranty void if serviced by non authorized personal or similar language help cover your butt when dealing with such issues. I can't stress that enough and I did mention it already . Just because their friend might be a tech, does not mean they know everything about everything.
When I worked as head of service (head service tech) for a major pro audio company, the best we could offer for difficult customers is, send it in and they cover shipping to and from our headquarters. We would repair it free.
A Typical repair that was non warranty for us was customer pays to ship it to us. We fix and bill for the repair and return shipping. All Warranty repairs we covered everything minus shipping it to us. That worked without issue 99% of the time. But there was always that one customer who would insist warranty when out of warranty or if they picked up a used unit. We did usually fudge the warranty dates so if it was close after it expired, we would just honor it.
The best thing you can do here is get the unit back to you for testing and fixing, offer to fix it for free as long as they get it to you. while I would normally say warranty void and they should cover repair costs, it might just be best to fix for free to keep them quiet.
1. no matter what you offer for some it will never be good enough for some people
2. no matter what you tell them if they have their mind made up there is little you can do.
As always things like warranty void if serviced by non authorized personal or similar language help cover your butt when dealing with such issues. I can't stress that enough and I did mention it already . Just because their friend might be a tech, does not mean they know everything about everything.
When I worked as head of service (head service tech) for a major pro audio company, the best we could offer for difficult customers is, send it in and they cover shipping to and from our headquarters. We would repair it free.
A Typical repair that was non warranty for us was customer pays to ship it to us. We fix and bill for the repair and return shipping. All Warranty repairs we covered everything minus shipping it to us. That worked without issue 99% of the time. But there was always that one customer who would insist warranty when out of warranty or if they picked up a used unit. We did usually fudge the warranty dates so if it was close after it expired, we would just honor it.
The best thing you can do here is get the unit back to you for testing and fixing, offer to fix it for free as long as they get it to you. while I would normally say warranty void and they should cover repair costs, it might just be best to fix for free to keep them quiet.
simonsez
Well-known member
pucho812 said:
That's the same warranty policy I give to all my work. I'm not an very busy guy, even if warranty void I still willing to help if the problem take place.
I knew my work well, I design most of pcb's my self, I can repair any problem pretty fast for free, but I can't help if the customer refused to send the unit back.
pucho812
Well-known member
simonsez said:
there is reason they will not send it. What did they do
Scodiddly
Well-known member
Sounds like they want to bully you into doing everything their way. Maybe there was nothing wrong at all but the customer wanted a lower price?
1+pucho812 said:
I'm not a tech and I'm not an FB guy, but that's pretty much my experience with people in other areas of life. With those who have their minds made up already, it most often ends up being a total waste of time. And humiliation (especially when not justified plus stubborn) is a very difficult one to cater to and amend.
--------------
Whether or not there was something wrong with the unit at the beginning (or even what), doesn't matter any more at this point. Impossible to go back in time.
Whatever the criticism and allegations concerning your design, you could easily look into that on the next unit you build. Just don't let it get to you.
You could still repeat your 'take-it-or-leave-it' offer -- don't do it for him, do it for yourself and the community. Also do it publicly on FB. But don't engage in any more discussions with them.
If you are the Jason Statham guy, offer it only once, better twice -- then close the case and forget about it If you want to be nice, offer it three, maybe even four times -- then close the case and you will sure soon forget about it.
Yup the technical term for that is "snake-bit". Once a customers is snake bit they are inconsolable.pucho812 said:
Of course I have a story.... Back in the 70's I had a customer for my kit company who was dissatisfied with one kit's performance. I was too busy to wrestle with him over his subjective performance evaluation, and decided to just refund his full purchase price and eat the loss... Not only was he not satisfied by the full refund, but then he accused me of taking advantage of his free labor to assemble the kit????
Some people go through life expecting the worst possible outcomes and that negative expectation bias can become a self fulfilling prophecy. It must suck to be them...
JR
simonsez
Well-known member
Scodiddly said:
more and more I suspect it's all because he feel humiliated after discussion we had at FB that time, make it personal and take some revenge by making up story and spread it on the net. I met peoples from many country, mostly nice peoples, only few bad, but this one is worst.
Thank you for all your opinion and advise, I really appreciate it.
best,
Simon
Close your FB account and use the time to do positive things.simonsez said:
Phrazemaster
Well-known member
I stopped facebooking years ago... the sheer number of hours I got back!
Winston OBoogie
Well-known member
abbey road d enfer said:
This should be a mandatory part of life in general.
Kids should be forced to take exams in it.
simonsez
Well-known member
abbey road d enfer said:
I did positive things on fb, imho this kind of situation can happen anywhere, not only on FB.
scott2000
Well-known member
Klontz is iconic imo.....
Just Shake It Off
BTW....did you ever figure out this??
Just Shake It Off
BTW....did you ever figure out this??
simonsez said:
