Customer Service and Porsche Owners!

[Wayne 962]

Hi everyone. I thought I would share this with the board, since it really ticked me off, and there have been some comments about Customer Service with respect to other companies.

I had a customer call me up (I happened to answer the phone), and this fellow was looking for a gift for a family member who owned a late-model 911. He was actually looking specifically for a radio. I happened to have one in stock, and an NOS one at best! The radio had never been installed, it had original stickers from the 1970s on it, and was brand new. The wires on the back had been clipped to test it previously, but it was obvious that this had never been in a car. I had the original, undamaged owners manual too!

So, I sold this fellow the radio, and a 1972-73 parts diagrams manual that I also had in stock. He was concerned that the his family member might not like the radio, so I said if he didn't like it, that I would be more than happy to take it back. So, he stops by, and purchases the radio and the manual.

He gives it to his family member as a gift, and this person loves it. The radio was an original Blaupunkt, and the fellow who bought it kind of expected it to come with a 1970 installation kit for the 911. I told him that this radio fit many different cars, and like radios of today, the installation kit had to be sourced separately. Since this was a radio from 1971 or so vintage, I had no idea where to even begin to source an installation kit. Again, I offered to take it back if he couldn't install it.

So, I see the giver and the receiver at a local Porsche event. The recipient of the gift tells me that he's very happy with the radio, except that he's had some problems installing it without the install kit. I told him again, I would be happy to take it back if he couldn't get it to fit. He also mentioned that he thought there were two 'tone sliders' on the inside of the knobs that were missing. Again, I offered to take it back, but he was happy with it, and would look for the missing tone knobs elsewhere.

So, anyways, a little more than three months later, I get a call from the original purchaser of the radio. He says that his family member has decided to sell the car, and he would like to return the radio to me for a full refund! This is after it has been installed in the car, used for 3 months, and the owner of the car told me that he was very happy with it. The original purchaser said "I wanted it to be a special gift, but now that he's selling the car, I would like to get him something else." Again, this was more than three and a half months after he purchased the radio.

My first reaction was no, but I told him that I would discuss it with Tom. We sat down, and trying to appease the customer, we decided that we would take back the radio, give him store credit, and charge him a 15% restocking fee. We sometimes charge the restocking fee on special order items, and we almost never accept used electrical items back for return, unless they are being returned because they are defective. I thought that we were being incredibly nice, going out of our way on this one. It's doing things like this that has helped gain us our reputation for excellent customer service.

However, the next day, I got one of the nastiest messages I have ever heard on my voicemail. The purchaser said that I was going back on my word to take back the radio, and that we were basically crooks! I couldn't believe it! I thought that we were being the nicest fellows taking back this radio. Apparently not. I called this gentleman back to talk with him in person, but he refused to take my call. He also said that he would tell everyone in his local region not to buy from us because we were 'dishonest.' Correct me if you're wrong, but if you bought the radio at Best Buy, or Circuit City, etc. they wouldn't even consider taking it back after you've used it for three months.

What is my point here? I would just like to share the other side of the story for a change. Some customers can just be complete jerks and take advantage. Always consider the source of where information comes from.

What's your opinion? I would like to know. Maybe I'm off-base on this one. If I am, then I have a company for sale...

-Wayne

[Zendalar]

Usually if you buy anything from anywhere it has some kind of a guarantee. Well, guarantee is usually meant to cover only broken items. If you use it, you can't send it back for a full refund, and absolutely not if you have been using it for three months.

I know electronic devices won't "wear off", but used goods is used and its not worth the original value even though it still looks brand new.

Warranty is different thing, but ...3 months..
"Gee, I tasted this this ice cream and I found out that I don't like the taste, can I get a refund?"

//Zen

[Rufblackbird]

What a jackass, Wayne! Most stores don't give a refund after 30 days, and that's not including electrical items, which usually have a much shorter deadline! You're definitely not off base here, and I don't think you should even bother with the refund! Don't worry...we still love you and Pelican's great customer service. I think I'm gonna go order the 101 projects book now.

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Jeff
1976 911S Coupe

[This message has been edited by Rufblackbird (edited 09-20-2001).]

[poorb0yw]

What a complete idiot. I cant believe people actually try to pull crap like this and are willing to destroy someones good name over something they are being unreasonable about. I'd love it if Best Buy would take back my stuff like that after soooooooo long. Still wanna sell the company tho? hehe just kiddin.

[Fishcop]

Caveat Emptor!

Seriously, don't lose sleep over these kinds of people. He'll be the same guy who complains everywhere about everything, you'll never actually make him happy.

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John Forcier
69 911T

[RoninLB]

Not only are a percentage of customers a "pain in the ass", but they actually believe the whole world is a hussle. I'm not being environmentally aware. For some unknown reason they have few friends...

[Kmatts]

Wayne,
There are a lot of bad customers out there, but I think most of us are very reasonable. You have to realize that this person is an idiot. They are completely unaware of what a risk Pelican Parts takes when you agree to accept returns of such items. Some people are just too difficult to deal with. Forget about it.

[carnut169]

Wayne- It is hard to find fault in your reaction to the call, but you are wanting to see this from his side, right?


You did tell the buyer that you would be happy to take the radio back three different times.... in the future you might want to be a bit more specific. Explain that you will take it back w/i 30 days, or if it does not work, or that there will be a 15% fee, or whatever- just get rid of the "grey area".


Second, should you decide to do something for a customer as an act of goodwill (like buying back the radio) it is pointless unless you actually get goodwill out of it. I don't know how much the radio sold for in the first place, but the 15% re-stocking fee probably is not all that much $$. This guy could do much more damage by slamming Pelican. It just not seem worth it to me- take it back or don't.


Lastly, This guy is clearly an idiot. His refusal to take your calls (and perhaps get his way) shows that. Just learn from it and move on.




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87 Carrera Cabriolet

[R22tech]

Wayne, I gotta go against the grain on this one and here's why: You made the mistake of offering to take it back several times, but you DID NOT clarify to the customer," but if you get it installed, there will be charges incurred since it cannot be sold as NOS at that point." I believe you were/are being very generous to this customer, but that doesn't mean anything-it's what the customer thinks! He/they believed you were being open for a return of this item, without penalty, because of your PERSONALIZED SERVICE (i.e. They talked to the owner of Pelican and he says it's o.k. to return if we don't want it). See, the customer wants to believe you have be-friended them by your casual attitude about taking the item back and he feels really comfortable dealing with you at this point. THAT IS WHY HE HAD THE BALLS TO TRY AND RETURN THE ITEM 3 MONTHS LATER AFTER IT HAD ALREADY BEEN USED! You, on the other hand, put on your BUSINESS cap and refused to take the item back without penalty. Whether logical/correct or not, the customer's belief has been shattered and now he is pissed. My recommendation: take it back for a full refund, give the guy a coupon worth about $25,00 redeemable w/ any purchase over $50.00, reflect on the situation and make sure your return policy is clear and understood. YOU WILL HAVE THIS PROBLEM AGAIN- for every good customer you have, there is an idiot to follow. It's how you handle the idiots that seperate the growing business from the stagnant. Somehow the idiots come back to hurt you. Why not make him a cheerleader for Pelican instead.
Just my humble opinion:
Doug Martin
pres. CEO A2000 Air Corp.
v.p. A.B.S. All Brand Service, Inc.
www.allbrandservice.net

p.s. I've made this same mistake several times over the years and have figured out that "eating crow" doesn't taste all that bad on the bottom line.

[This message has been edited by R22tech (edited 09-20-2001).]

[motion]

I think the customer is an idiot too, but.....

You should always take things back, no matter what. Its not worth losing a customer over or risking some idiot spreading ill will about your policies.

I was in Home Depot the other day purchasing horizontal blinds for windows. I was talking to the girl who cuts them down to the custom size you need (for free). I said, "What if I measured my windows wrong and these don't fit. Do I just toss them and buy new ones?". She says, "No way, we'll take them back". I say "But what will you do with them, you can't sell them!". She says, "The other day, we gave a refund to a customer for a used tire, and we don't even sell tires!".

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-Richard
'84 Carrera Cabriolet
'74 911 Widebody 3.6 Project

[Mark Howard]

In the words of the famous Larry Flynt "Any publicity is good publicity."

Don't worry about him, Wayne. Do what you think is right for you (you own the business, right?) and for your customers. I seriously doubt this one jackass can't hurt your business, and others in his region probably don't listen to him anyway.




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Mark Howard
'88 Carrera
'62 356/B
'75 914 1.8 resto

[Mark Lintott]

Seems to me you've been absolutely straight and "up front" with this guy all along. He's obviously out of his tree. I wouldn't worry about him bad mouthing Pelican - anyone who would listen to someone like that wouldn't be a worthwhile customer anyway. You guys seem to have a pretty loyal worldwide following and respect already - rise above it, don't rise to the bait, stay cool and move on to more important things.
I've always found your service to be great and I'm not even "round the corner"
Mark Lintott (Taiwan)

[Z-man]

Wayne,
I feel your pain. Unfortunately, "the customer is always right." You extended your willingness to take the product back beyond what was required. Hopefully in time, this moron can realize that returning a used radio has consequences. You never explained to him the return policy, so it shouldn't be a surprise about the store credit and 15% restock fee. That's standard stuff. (Ever return something to CompUSA?!)

And he's quite stupid for telling you he used it for 3 months!

Hopefully his relative will buy a chevy or something....

Just my $0.42.
-Zoltan.

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PCA NNJR
My Toy:


[This message has been edited by Z-man (edited 09-20-2001).]

[Desert Man]

Unfortunately, consumers have gotten the idea that superior customer service means that they can return an item for any reason after the purchase. This has been fed by retail organizations like Nordstrum and Home Depot. I don't know if any of you have noticed, but the last time I was in HD, there was a sign posted by each register stating that they would only offer a store credit on return items and no longer give back cash. Why was this done? The little secret in the retail world for liberal return policies is that the many retailers would take back anything, then do a charge back to their vendor. This means that in reality the vendor pays for the return!

Wayne, yes it is possible that you could have been more specific in placing some time limit on a return, but in the end I still feel you are correct in charging a re-stocking fee. We as consumers need to realize that the customer may not always be right. Hopefully this customer will simmer down and other Pelican customers can help him see the error of his ways.

[JEB]

Wayne,

This is the Wal-Mart (or Home Depot per the example above) syndrom. They will take anything back - any time - no matter what condition it is in. I have even heard of them taking back things that were not sold by Wal-Mart (and of course a sales slip would be asking way too much from the customer). The caveat to this is they don't care. They just take it out of the vendor's hide. They are unmerciful on their vendors.

No one in their right mind would expect you to take back an installed used radio. You were awfully generous in the transaction - but your comments about taking the radio back did not mean installed and 3 mo latter! Where would your liability end? 6 mo? 1 years? 5 years? I have a 20 year old radio that is broken - can I send it back to you? Further, I could even see it if there were some problem with the radio - but just because he decided to sell the car!? This is a very poor excuse.

Tell him to go to hell! Explain how he is being a jerk - but I am sure he already knows.

I would rather not do business than fight w/ a** holes like that. I am not a beleiver in "the customer is always right". Sometimes they are not. Sometimes they are unreasonable and are trying to cheat you or steal from you. There is nothing wrong with honesty and sticking up for yourself when you are right. I think more people need to do it and put an end to this type of thing. Many times people respect that more than rolling over you.

My .02

Jeb
'79 930

PS: Send him to Wal-Mart (or Circut City or Home Depot) - maybe they will take it back.

[tmctguer]

you asked for opinions.......here's mine:

if this customer visits this BBS, sees your posting and recognizes the situation, will you let him post HIS side of the story? if not, then is this really the right place to ask this question?

you own the company, and control this BBS. in the past, you've criticized folks for simply mentioning other porsche vendors in a posting -- that is your right, i might add.

however, i hope you realize that folks might be a little gunshy about engaging you in a debate on this BBS over your customer service practices.

recently, i saw a nastygram war develop on Rennlist between another porsche vendor and an angry customer. it was not pretty.

if i were you, i would keep this one to yourself. after all, at least in YOUR mind you did the best you could to balance the needs of the customer and the needs of the company. that's all that counts, isn't it?

[Kurt B]

TMC is way off base. If Wayne didn't post anything about it and the customer's story ran around, it might hurt Wayne's business. Wayne was too nice at the beginning. That's the problem.
He should have said, "If you're not sure then do not make this purchase."
Next time, hopefully he'll say it. Guys at Perf Prod always said that kind of stuff to me. I understood that was the way it was.
"If you're not sure, do not make the purchase." and never again be friendly with people whom you don't know. What a tough lesson to learn too.
Glad you posted this, so my opinion of this place cannot be polluted by some yahoo who's taking advantage of Pelican Parts' personable approach.

[thabaer]

Wayne, you made every effort to give the customer what they wanted and were turned down on all of your offers.

After three months of nothing, he suddenly expects you to pay for his free ride by covering the cost of him changing his mind.
Any reasonably intelligent person should know that you were not offering perpetual fixes. You don't owe him anything, in fact he should be apologizing to you for acting like such a shmuck.


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Charlie Baer
'79 Euro 911SC

[Superman]

I was a retailer in a former life and I believe everyone should be required to either work retail or serve food in a restaurant. This would ensure that everyone understands both sides of the cash register. Some peoples' behavior toward working people like waitresses etc., is appalling.

I consider your business strategy to be top notch. Borderline brilliant with this Internet site (no, I'm not trying to suck up). I strongly favor businesses that engage in the kind of personalized, satisfaction guaranteed methods you have adopted. These methods become a powerful driver of your excellent reputation and you are enjoying the most effective advertising you can possibly get....word of mouth. I have told many people about Pelican. Many.

Unfortunately, customers can take advantage of a liberal return and satisfaction policy. They can do this in such a way as to cause you to lose money on their transactions with you. Unfortunately, you may not be able to 'reach' this person with your side of the story and his negative comments to friends may likely damage your reputation.

I'd say give this butthead a 100% refund and apologize for the communication problem. Keep an eye out for any future purchases this person makes and be sure communication is better. In my former (retail) life, I have had to tell customers that we cannot continue to sell products to them, let them wear out the product, and then give a full refund. There are customers whose business you simply can't afford to serve.

But I do feel that the reputation thing is so important, and so high-impact that refunds are very cheap comparatively.

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'83 SC

[orbmedia]

A little related story. My bro used to work in the housewares department in Bloomingdale's years ago. They had a standing order to take back anything a customer returned with virtually no exceptions. So some people would return old coffeemakers in the new box, etc - stuff like that. It was disgusting and really pissed him off.

I guess for a big retailer like Bloomie's it makes sense.