Am I wrong? and if I am how should I put it right?

Lifeisbutadream

Caroline73 wrote: »

I don't understand why you are considering paying towards a new phone?

It took them almost 3 months to get BT out to fix it - they obviously weren't that bothered.

The initial problem was with the phone line not the phone anyway? The customer would have needed a new phone anyway if they wanted a portable one.

I agree and that was what I said on the phone (I was furious with her) but we are a small business and I have never fallen out with a customer before - if there has ever been a problem we have always sorted it out and (hopefully) left the customer happy.

I dont like to think of her silently fuming at me, or mentioning to people that we are awful.

TCM_3

At the end of the day customer relations are important but this person was clearly trying to take advantage of your good nature. You are in business to make money (I don't mean to sound awful - sorry) you are not a charity who is in a position to give stuff away. Please don't let them walk over you.

I had a lady tried to return goods to me that she claimed were faulty and her children said "but mummy, the dog ate that" then she tried to wheedle out of it by saying the dog ate it after it broke - the teeth marks were a pure coincidence! She never has darken my door again and to be honest, I'm glad as I would always be wondering what she was up to.

You've done your bit, I would not be doing any more for her.
Keep us posted!!!
T

Caroline73_2

I agree with TCM - you said that you barely made a profit on the job anyway. I appreciate that you want a good reputation but a reputation as a soft touch is no good for your business either.