What would you do?

vyle

I'm expecting a troublesome customer tomorrow at work and I'd be curious to see the point of view of MSE people as 'customers' (especially as a few of you no doubt have not worked in retail before so don't have an insider-type view).

The customer in question came in yesterday and said she had a laptop that was faulty and near the end of its warranty. She didn't bring the laptop or proof of purchase with her.

Now, the fault is (supposedly) some keys are falling off, and there is an unspecified hard drive problem.

Now this isn't a problem in itself as we can send it for repair. the problem is that she is insisting on part exchanging it against a new computer.

On wednesday, as she was in a hurry and didnt have any proof of purchase with her, we left it to see what could be done until saturday when I see the laptop and have had a chance to speak with the service department.

Basically, as the laptop is over a year old and it is the first time it's come back, we will be repairing it, not replacing it. Her reasoning for wanting to replace it was:

"I really wanted an apple, but it wasn't my choice when I bought it."

I've got to break this bad news to this woman who I know will be ranting and raving, (she was rude enough in the first place) and am simply wondering, if you were the customer in question, how would you receive the news, and would there be any way it could be delivered to you without causing you to rage?

Ivory_Tinkler

If the fault occurred within the first 6 months of purchase then it would be up to you as the supplier (you) to prove that a fault wasn't inherent at the time of purchase, after 6 months then it is up to the customer to prove that there was a fault there. If the laptop is over 12 months old then it is reasonable for you to offer a repair or if it can't be repaired then a partial refund taking into account the amount of use the customer has already had. I'd suggest that you stay really really calm with the customer and be firm about the fact that you will be sending it for repair. What she wanted originally isn't really your problem as long as you are operating within consumer law and being fair! Good luck and please let us know how you get on.

mc33033

Yes as Ivory Tinkler says the burden of proof is on her to prove the inherent defect present at time of sale, the damage mentioned is more in keeping with abuse/misuse by the sounds of it so you may not be obliged to repair anything.

By all means be polite to her and advise her that you are fulfilling your obligations under the SoGA, and give her the consumer direct number (08454 040506) and tell her to speak with them to confirm she isn't entitled to anything other than potentially a repair at this stage.

I would advise if she starts flipping her lid to give her the store details complete with managers name and ask to put her requests in writing after she takes advice from Consumer Direct/Trading Standards and you will see that she gets a written response within a few days.

If you are openly discussing legislation/clear about your legal position/happy to involve independant 3rd parties to arbitrate then even if she tries to create a scene then those present are more likely to side with you than her.

tidus

OK, so basically you are in the right so stand your ground. Are you the manager? If not, stay calm if she flips out and get the manager.

Its also worth remembering that you are not at work to take abuse, shouting or bad language and tell her so. Shops are private property so the "right" for a customer to be in the shop can be withdrawn - not a problem if the customer is abusive - so tell her she will be ejected if she does not calm down. Works wonders! Obviously best left to the boss to deal with if thats not you.

Anihilator

The woman is entiitled to a refund, repair or replacement at your choice.

You are choosing repair. Advise her of this and if she kicks off advise her she has 2 options. 1) To complete the requirements for a repair, or 2) To leave

If she wants to part exchange and this is a service you offer advise her that you will be happy to offer her a price within the normal terms for part exchange either before or after the repair.

4743hudsonj

Whenever i come across situations like this, i always try and lower myself to the level of the customer and relate to their experience by using my own experiences to sympathise (make some up if you haven't got any). This way they are less likely to kick of as they see you at their own level and not the person in control of their statutory rights.

vyle

Thanks peeps, that's all useful info. She hasn't appeared yet, but I've got a clearer view on how to deal with any situation that may arise.

I'll let you know how I get on if/when it happens.

pinkshoes

I would insist on a repair (thus you are complying with SOGA).

If your company offers trade-ins, then this is a separate matter. If you don't offer trade-ins, then just repair the computer and leave it at that.

Esqui

I think a repair's perfectly adequate, she's just being awkward.

How did it go?

vyle

She didn't come in today from what I could see (unless I was on break) so she'll likely be in tomorrow.

I was stuck sorting out a mistake a muppet in the call centre made regarding a TV delivery, but that's another story lol. At least this customer was nice and it's all been sorted out.

Esqui

vyle wrote: »

She didn't come in today from what I could see (unless I was on break) so she'll likely be in tomorrow.

I was stuck sorting out a mistake a muppet in the call centre made regarding a TV delivery, but that's another story lol. At least this customer was nice and it's all been sorted out.

I had a similar customer once...well, not me, but I was involved. Came in rather threatening because her Acer Linux netbook wouldn't connect to the internet and she'd already had the system recovered once and she wanted a new one. Actually rather nasty, talking about "Ask people round here, they know what I'm like".

Haven't seen her since, but I have discovered the problem she describes is sorted with one command and is caused by allowing the battery to run out while in use. I await her return with enthusiasm