WikiWirral Online with you since 2003, fantastic.
Forum Stats
12450 Members
65 Forums
73744 Topics
996734 Posts
30 posts in the last 24hrs
Max Online: 7831 @ 8th Apr 2013 4:18pm
Who's Online - Click Me
74 registered (4436789, 14 invisible), 1170 Guests and 239 Spiders online.
Key: Admin, Global Mod, Mod
Social Media : Follow Us


(Views 7days)This Weeks Most Read
Insecure sites. 610
Games for children 456
What is your Daily Exercise ? 396
Is this crime against humanity 348
Wanted Wii consul 243
Travelling Bus and Train Which Tickets? 233
Replacement Key Fob casing 217
Anyone read this ? 205
Taltalk Broadband Dying 195
Charity fishing match 191
New General Forums
Telephone Caller Alert - they are NOT BT BROADBAND
by Laraine
17th Nov 2017 6:04pm
Are you a Mathematician ?
by granny
15th Nov 2017 8:59am
Poor Bruce
by diggingdeeper
15th Nov 2017 1:15am
Charity fishing match
by paul110180
14th Nov 2017 8:03pm
New Wirral History
Downloadable oldwirral pdfs
by derekdwc
9th Oct 2017 12:26pm
Forum Tips
Photo Gallery Forums
clipper yachts arriving for round the world race
Azamara,silouette and balmoral this mornig
Topic Replies
What song are you listening to?
by snowshoes
18 minutes 38 seconds ago
Fitting bathroom lights need help
by diggingdeeper
Today at 01:23 AM
Charity fishing match
by fish5133
Yesterday at 11:42 PM
Games for children
by venice
Yesterday at 10:50 PM
Downloadable oldwirral pdfs
by diggingdeeper
Yesterday at 05:02 PM
John Lewis advert
by buddy
Yesterday at 12:01 PM
DIY advice needed
by yr20405
17th Nov 2017 11:23pm
Charity fishing match
by paul110180
17th Nov 2017 9:29pm
where to get cheap carpet
by venice
17th Nov 2017 9:27pm
November
M Tu W Th F Sa Su
1 2 3 4 5
6 7 8 9 10 11 12
13 14 15 16 17 18 19
20 21 22 23 24 25 26
27 28 29 30
Recent Posts : What's On ?
The Lanterns at Chester Zoo
by granny
16th Nov 2017 1:05pm
bonfire night
by snowhite
3rd Nov 2017 5:40pm
Page 1 of 3 1 2 3 >
Topic Options
Rate This Topic
#736573 - 24th Oct 2012 5:40pm Customers - What Would You Have Done ?
TheDr Offline
Forum Master

Registered: 23rd Feb 2010
Posts: 2631
Loc: Wirral
Just wondering how other people would have responded to this customer.

I received a phone call at about 2pm yesterday saying that a guy had gone in to the New Ferry shop and was kicking off about a phone we'd unlocked for him two weeks earlier hadn't been done properly.

I asked them to book it back in and I'd check it to be told that he hadn't come in with the phone, he'd had it unlocked "properly" elsewhere and wanted his money back.

As we couldn't check the phone, and if he'd had the job done we couldn't redo it he was asked where it'd been unlocked as we'd call them and if they confirmed the job and the IMEI number we'd refund the cost (I was pretty certain it had been unlocked as this particular phone takes a while to do and I remembered it but there was always a chance).

He then said that it was somewhere on the Isle of Man, but he didn't know the name of the place, or the shop, nor did he have a receipt. He wasn't being too nice in his attitude either he just wanted them to hand money over.

He was told that they couldn't do that so he said he was going to wait in the shop all day and tell everyone how bad we were.

Well, every person that came in laughed at him, (which probably didn't help to be honest), and one guy after being told that a job he'd been quoted a large amount for elsewhere was just a few minutes fix and free gave them a large tip, for the job, and for "putting up with that pr**k".

3.30pm he storms off with a cry of "I'll be back".

Today he phones the Rock Ferry shop (obviously he thought it was the same place) with a "remember me" and "I was in your place yesterday about the job you didn't do" type thing, which the staff there knew nothing about. Apparently he's spent the day writing bad reviews about us all over the net (haven't seen one yet) and how he hopes we go bust and everyone loses their job (nice).

Just wondering how anybody else would have responded.

I personally think that he didn't know this was another shop and thought it was a new business so was trying it on. Did he really think that someone would just give him his money back because he said it didn't work without letting us check it ?

We've let people take items home to check first, let people pay next day when they've found themselves short, even stayed on well into the early hours when someone needed a computer desperately for an important event, basically all the things local shops can do and big stores can't, but people like this....

Top
Google Ads
#736578 - 24th Oct 2012 6:02pm Re: Customers - What Would You Have Done ? [Re: TheDr]
Salmon Online   content

Forum Addict

Registered: 8th Oct 2011
Posts: 1790
Loc: Wallasey
I have never been into either of your shops but I have had some good advice on the forum from you and everybody on Wiki talks very highly of you and says how good you all are.No doubt that this guy was trying it on and basically you called his bluff by asking him to bring it back.The further proof that he is a baddun is that he tried your other shop.I think if he makes any further contact by any method with either of your shops you should tell him you will contact the police and let them sort it out.As regards his threat of writing bad reports that can be taken with a very large dose of salt.

Top
#736579 - 24th Oct 2012 6:04pm Re: Customers - What Would You Have Done ? [Re: TheDr]
Zubee Offline

Smartchild

Registered: 17th Jun 2012
Posts: 660
Loc: Wallasey
Dr that's outrageous. Your staff did entirely the right thing. Have a look on the net and see if you can find any bad reviews that he's written. Then if you've got contact details for him ring him and give him 24 hours to remove ALL of it otherwise threaten to sue him for libel.

Top
#736586 - 24th Oct 2012 6:14pm Re: Customers - What Would You Have Done ? [Re: TheDr]
Zelda2012 Offline
Forum Master

Registered: 21st Mar 2009
Posts: 2437
Loc: uk
what shop you got?

Top
#736594 - 24th Oct 2012 6:49pm Re: Customers - What Would You Have Done ? [Re: TheDr]
Dilly Online   Reading

Wiki Veteran

Registered: 17th Jul 2011
Posts: 8247
Loc: wallasey
Thumbs up to you and your staff.

Top
#736608 - 24th Oct 2012 7:23pm Re: Customers - What Would You Have Done ? [Re: TheDr]
BandyCoot Offline

Forum Veteran

Registered: 7th Dec 2008
Posts: 5368
Loc: Birkenhead
No receipt for proof, no refund, that's univeral. You did the right thing Doc. Go down the libel route. happy
_________________________
Birkenhead........ God's own Room 101.

Top
#736690 - 24th Oct 2012 9:36pm Re: Customers - What Would You Have Done ? [Re: TheDr]
granny Offline

Wiki Master

Registered: 29th Jun 2011
Posts: 14989
Loc: Wirral
It doesn't seem that you or your staff have done anything wrong. You listened to him ,offered to correct the situation and were happy to offer a refund if he produced receipt from whoever unlocked it.

Can't really see what he's got to complain about, he should have returned with the phone as soon as he knew it wasn't working properly.

Policy in other places is to give a full refund on producing a receipt, if the goods are not up to scratch.

Personally, I'd give him a refund without any todo, and leave it at that. Sometimes it takes the wind out of their sails if you are over polite, very apologetic and gushy.(we can all do a bit of acting) If he should come in again, maybe best to say you can't fix it.
Should't even worry about his threats,all bluff and nothing to complain about if he has his refund.

I'd also have his full refund in an envelope and ready to give as soon as the critter walks into your shop.


Edited by granny (24th Oct 2012 9:37pm)
_________________________
Humankind has not woven the web of life. We are but one thread within it. Whatever we do to the web, we do to ourselves. All things are bound together. All things connect.
~Chief Seattle

Top
#736702 - 24th Oct 2012 9:48pm Re: Customers - What Would You Have Done ? [Re: granny]
Dilly Online   Reading

Wiki Veteran

Registered: 17th Jul 2011
Posts: 8247
Loc: wallasey
Originally Posted By: granny
It doesn't seem that you or your staff have done anything wrong. You listened to him ,offered to correct the situation and were happy to offer a refund if he produced receipt from whoever unlocked it.

Can't really see what he's got to complain about, he should have returned with the phone as soon as he knew it wasn't working properly.

Policy in other places is to give a full refund on producing a receipt, if the goods are not up to scratch.

Personally, I'd give him a refund without any todo, and leave it at that. Sometimes it takes the wind out of their sails if you are over polite, very apologetic and gushy.(we can all do a bit of acting) If he should come in again, maybe best to say you can't fix it.
Should't even worry about his threats,all bluff and nothing to complain about if he has his refund.

I'd also have his full refund in an envelope and ready to give as soon as the critter walks into your shop.

give him a refund and you give him what he wants. money for nothing.

Top
#736709 - 24th Oct 2012 9:58pm Re: Customers - What Would You Have Done ? [Re: Dilly]
granny Offline

Wiki Master

Registered: 29th Jun 2011
Posts: 14989
Loc: Wirral
Originally Posted By: Dilly
Originally Posted By: granny
It doesn't seem that you or your staff have done anything wrong. You listened to him ,offered to correct the situation and were happy to offer a refund if he produced receipt from whoever unlocked it.

Can't really see what he's got to complain about, he should have returned with the phone as soon as he knew it wasn't working properly.

Policy in other places is to give a full refund on producing a receipt, if the goods are not up to scratch.

Personally, I'd give him a refund without any todo, and leave it at that. Sometimes it takes the wind out of their sails if you are over polite, very apologetic and gushy.(we can all do a bit of acting) If he should come in again, maybe best to say you can't fix it.
Should't even worry about his threats,all bluff and nothing to complain about if he has his refund.

I'd also have his full refund in an envelope and ready to give as soon as the critter walks into your shop.

give him a refund and you give him what he wants. money for nothing.


Nobody has to give a refund if they don't want to, just might be a better option than going through all the harrasment that he's likey to cause. Yes, that's what he wants, we know that, he also wants to make a big issue out of it.
_________________________
Humankind has not woven the web of life. We are but one thread within it. Whatever we do to the web, we do to ourselves. All things are bound together. All things connect.
~Chief Seattle

Top
#736721 - 24th Oct 2012 10:12pm Re: Customers - What Would You Have Done ? [Re: TheDr]
j_demo Online   Know_it_all
Forum Addict

Registered: 4th Nov 2011
Posts: 1893
Loc: Wallasey/New Brighton
next time someone like that is in, just call the police, surely there's a law against camping out in a shop when you're not wanted there?

Top
#736764 - 24th Oct 2012 11:17pm Re: Customers - What Would You Have Done ? [Re: TheDr]
TheDr Offline
Forum Master

Registered: 23rd Feb 2010
Posts: 2631
Loc: Wirral
If we've got it wrong (and it can happen), we sort out repairs, refunds etc, all the usual bits and pieces, and and as our tills store the information on every item item we've ever sold and every job we've ever done we don't always need receipts, but this guy basically just wanted to come in and be given money.

The problem, as I saw it, is that if you do this for no reason it'll get around fairly quickly that if you go in "there" and make a fuss they give you money for nothing.

I couldn't see the police treating it as a priority, the staff just got on with their work and customers coming it (it was a quiet afternoon) just laughed at him.

I think they got it right, if he'd have come back in with the phone, or even called us when he found out it wasn't unlocked (which is what he claimed), could have told us where he had done the the job "properly" (there are two mobile phone repair places on the Isle of Man that I know of, neither had done this job recently) then it could have been resolved quite easily, but to storm in screaming that we hadn't unlocked his phone and he wanted his money back, well, it was never going to endear him to us was it. smile

Top
#736766 - 24th Oct 2012 11:27pm Re: Customers - What Would You Have Done ? [Re: j_demo]
Zubee Offline

Smartchild

Registered: 17th Jun 2012
Posts: 660
Loc: Wallasey
I appreciate what you're saying granny, just give him a refund and get shut of the idiot but I don't think you should give him even a partial refund Dr. As far as you're concerned you did the job that he paid you for.

As already said on this thread, you get great reviews on this site so you should stand up to the chancer who's threatening to jeopardise your reputation.

I've done a tiny bit of research and you really could sue him for libel if he's been 'slagging you off' on the internet.

In this economic climate there's a lot of chancers about, if we all gave in to them then we'd be doomed!!!

Top
#736777 - 25th Oct 2012 12:43am Re: Customers - What Would You Have Done ? [Re: TheDr]
Zelda2012 Offline
Forum Master

Registered: 21st Mar 2009
Posts: 2437
Loc: uk
thanks to reddragon i now know your shop and i will say i use it alot lol.we got the pwer pack of you last week was funny cause i phoned the shop in rockferry and when hubby went to pick it up they said it must be ib the other shop did not realise you had 2 shops lol.
will say we have always been treated fair in your shope and that staff are brilliant and very helpful


Edited by Zelda2012 (25th Oct 2012 12:44am)

Top
#736778 - 25th Oct 2012 1:12am Re: Customers - What Would You Have Done ? [Re: TheDr]
granny Offline

Wiki Master

Registered: 29th Jun 2011
Posts: 14989
Loc: Wirral
Maybe Doc. you could bring in a policy of NO REFUNDS unless it is proven beyond doubt, that any work undertaken has not been completed to the satisfactory requirements.

That at least, should cover you and stop anyone else from hoping to get away with the same scam.

Zubee,I think there would be little point in sueing him , for whatever reason, if he hasn't got any or much money.



Edited by granny (25th Oct 2012 1:23am)
_________________________
Humankind has not woven the web of life. We are but one thread within it. Whatever we do to the web, we do to ourselves. All things are bound together. All things connect.
~Chief Seattle

Top
#736780 - 25th Oct 2012 1:30am Re: Customers - What Would You Have Done ? [Re: TheDr]
granny Offline

Wiki Master

Registered: 29th Jun 2011
Posts: 14989
Loc: Wirral
One more thing, if you should, by any chance give a refund, make sure he signs for the amount given and it is dated. You probably know that already, sorry!
_________________________
Humankind has not woven the web of life. We are but one thread within it. Whatever we do to the web, we do to ourselves. All things are bound together. All things connect.
~Chief Seattle

Top
Page 1 of 3 1 2 3 >

Moderator:  Mod 
Random Wirral Images

Click to View Topic.
Newest Topics
Fitting bathroom lights need help
by yr20405
17th Nov 2017 11:29pm
Charity fishing match
by paul110180
17th Nov 2017 9:29pm
Games for children
by granny
17th Nov 2017 1:35am
Are there any doctors or nurses on here.
by granny
16th Nov 2017 11:52pm
Bath Lifts
by locomotive
16th Nov 2017 6:22pm
For Sale & Free
where to get cheap carpet
by mickturner
17th Nov 2017 4:24pm
White radiator single panel 1400 x 600 - good cond
by gerrymoore
16th Nov 2017 9:16am
Samsung Galaxy S7 Titanium Silver + Extras
by j_demo
15th Nov 2017 7:29pm
Vaping set
by paul110180
15th Nov 2017 2:37pm
Wanted wii consul box
by dodie
15th Nov 2017 12:19pm
Featured Member
Registered: 13th Oct 2012
Posts: 14880
Newest Members
monadrexx, Dipper, DarioLo, JohnG74, kerryanne1980
12450 Registered Users
Today's Birthdays
No Birthdays
New Wirral Info
Fitting bathroom lights need help
by yr20405
17th Nov 2017 11:29pm
Games for children
by granny
17th Nov 2017 1:35am
Bath Lifts
by locomotive
16th Nov 2017 6:22pm
The Lanterns at Chester Zoo
by granny
16th Nov 2017 1:05pm
Travelling Bus and Train Which Tickets?
by fish5133
15th Nov 2017 5:31pm
News : New Topics
Anyone read this ?
by venice
16th Nov 2017 3:22pm
Is this crime against humanity
by granny
13th Nov 2017 4:04pm
Wedding for Cancer Research !
by Katemargaret
11th Nov 2017 10:38pm
The EU and us.
by Excoriator
11th Nov 2017 8:44am
Police, St Josephs Primary, Woodchurch Road
by diggingdeeper
7th Nov 2017 3:55pm
New Enthusiast Forums
Charity fishing match
by paul110180
17th Nov 2017 9:29pm
Are there any doctors or nurses on here.
by granny
16th Nov 2017 11:52pm
Taltalk Broadband Dying
by diggingdeeper
15th Nov 2017 3:40am
Replacement Key Fob casing
by fish5133
14th Nov 2017 7:45pm
Insecure sites.
by venice
13th Nov 2017 3:54pm
(Views 24hrs)Trending Newest Topics
Wirral Sunrise Sunset
Sunrise Sun 7:46am
Sunset Sun 4:09pm
Local Time Sun 6:24am
WikiWirral Can . . . .