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#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....

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#736578 - 24th Oct 2012 6:02pm Re: Customers - What Would You Have Done ? [Re: TheDr]
Salmon Offline

Forum Addict

Registered: 8th Oct 2011
Posts: 1761
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.

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#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.

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#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?

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#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: 7903
Loc: wallasey
Thumbs up to you and your staff.

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

Forum Veteran

Registered: 7th Dec 2008
Posts: 5360
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.

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

Wiki Master

Registered: 29th Jun 2011
Posts: 14442
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

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#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: 7903
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.

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

Wiki Master

Registered: 29th Jun 2011
Posts: 14442
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

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

Registered: 4th Nov 2011
Posts: 1880
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?

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#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

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#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!!!

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#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)

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

Wiki Master

Registered: 29th Jun 2011
Posts: 14442
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

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

Wiki Master

Registered: 29th Jun 2011
Posts: 14442
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

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