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Waranty returns - is this reasonable?

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CheffoJeffo:


--- Quote from: shardian on December 12, 2006, 08:48:41 am ---I feel that since you received two different products that were defective, you are due some sort of compensation. Most likely, I think you should have been reimbursed for return shipping on the second faulty product.
--- End quote ---

For a high-volume or high-margin seller, I would agree with this. However, in the niche that is this hobession, that may not be economically feasible.

Some will say that "if you can't back it up then don't sell it" and that may seem reaonable. Right up to the point where the vendor decides not to offer anything because they aren't making money at it.

How many vendors have we lost because they can't make money in this niche market (and I am looking at arcade vendors in general, not just the custom control folks that are popular here on BYOAC) ? I have at least two projects that will suffer because the vendors who offered the stuff I need have packed it in. I have another project where I will be buying the required part ASAP because the vendor has packed it in but still has stock.

If we want to continue to have products available to us, we need to be prepared to accept that these folks are doing their best (for those that ARE doing their best and I see no indication that the vendor in question isn't) and providing us wih cool stuff for not a lot of money. Accordingly, we need to accept the economic realities that they face.

Further, this situation is "rare" in that the buyer is so far away and shipping is so expensive. It is likely that the vendor has already lost money on this transaction and quite possibly is considering not continuing to ship so far to prevent future losses. And then people would be upset with them not shipping to Australia.

It may suck, but it sucks a lot less than the alternative.

Cheers.

EDIT: I should say that some vendors pack it in because they don't have the time, which is, unfortunately, another reality we must accept.

shardian:

Our vendors do have low volume sales - which means it is definitely more important to make every customer happy. As we all know, it doesn't take much to set off a boycott around here. It is part of business that every-once-in-a-while you will take a hit. In low volume sales, one happy customer on here who has a bragging story can lead to much more business for the vendor.



CheffoJeffo:


--- Quote from: shardian on December 12, 2006, 09:47:52 am ---Our vendors do have low volume sales - which means it is definitely more important to make every customer happy. As we all know, it doesn't take much to set off a boycott around here. It is part of business that every-once-in-a-while you will take a hit. In low volume sales, one happy customer on here who has a bragging story can lead to much more business for the vendor.
--- End quote ---

At this point, we should remember that the vendor HAS made good and has sent replacements in what appears tobe a very timely manner. This is a good vendor behaving appropriately.

There are some unfortunate realities about the OP having to wait due to shipping halfway across the world, but i don't see any reason to label this vendor as anything but great (e.g. for not offering additional compensation).

Cheers.

ChadTower:


And no one has mentioned the actual value of the items.  A couple of $25 items, expect the service you are getting, which is sufficient.  A couple of $250 items, I would expect express shipping.

It sucks, but if you order something from the other side of the planet, this is a known risk.  I've encountered more vendors that will say "forget it, I'll just issue a refund" at best in this situation than vendors that would handle multiple returns.

diverdown:


--- Quote from: ChadTower on December 12, 2006, 10:29:12 am ---
And no one has mentioned the actual value of the items.  A couple of $25 items, expect the service you are getting, which is sufficient.  A couple of $250 items, I would expect express shipping.

It sucks, but if you order something from the other side of the planet, this is a known risk.  I've encountered more vendors that will say "forget it, I'll just issue a refund" at best in this situation than vendors that would handle multiple returns.

--- End quote ---

The Items were both worth more than $50 US each (and even more to me given the exchange rate). The vendor, I don't believe does this as a hobby........ too much great stuff designed and made by them.

I agree with the comments above, If it was a backyard salesman I would not think otherwise.

i don't necessarily agree that I should ask for it to be sent back express....... that's part of customer service...... The first time i didn't ask because it never occurred to me...... the second time was following many emails back and forth stating I was still waiting for the first to be delivered..........so the company knew it took ages.

Thirdly I actually asked if the company wouldn't mind  to please give me a quote on shipping it back as well as a forth item I was considering buying...... They gave no discount on the return shipping (even though I was doing them a service by letting them combine my return with a new item).
I actually would go so far as to say that if an item is returned due to manufacturing fault then the postage costs i incurred should be refunded, given that I have spent enough once over in postage to pay for another of the items in full.


Lastly  The company and products they sell are Great.
The service is great
This would not stop me buying from them in the future.
I think if I had asked then it may have been sent back express......I don't necessarily think that is the point.

this thread was more to allow companies that browse these threads to see what "the customer feels" with regards to postage etc.

I don't want to implicate any company in this thread... That was not and is not my intention.


happy gaming

(knowing my luck the thing will arrive in today's post)


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