Q: What Should I Do From Your Perspective?

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My company does watch repairs.
A lady came in and got the glass repaired for her watch.

I switched out the old scratched one, with a new one.

She came back three weeks later with a crack in it and demanded another one.
Saying it just cracked.

Should I:

Replace it for free
Give her a discount for a new one
Explain to her its her responsibility to take care of her stuff
Something else

business customer service crazy

additc (rep: 1.7k) posted Feb 07, 2013

128 views

11 Answers

think about the same case scenario but with a tv or a phone do you think the big store will replace it for free? whatever you decide to do just keep in mind if you change it again and it breaks she will be back and maybe this time ask for her money back lol

rd995 (rep: 23.9k) posted Feb 07, 2013

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I agree with everything rd995 said but i guess you could do #2. Give her a small discount, make it feel like your doing her a favorite and this is a one time only deal. perhaps she'll come back again with no hassle, when she breaks it again and perhaps spread the word that you got a good company.

Well that just my opinion. I hope whatever you decide to do, everything works out for you=)

MrBklynW (rep: 280k) posted Feb 08, 2013

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That is a tough one... How much is the replacement glass? I have always been taught the the customer is always right - but you have to draw the line somewhere... it was definitely the customer's fault - not faulty glass!

FibroMom (rep: 143k) posted Feb 08, 2013

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Thanks guys, I just wanted to know what other people would've done.
This is how it all ended.
I offered her $10 off the replacement, and got this review on yelp:

I took my watch in to have the crystal repaired. The price seemed reasonable. However, the crystal broke 3 weeks later. Previous to that my crystal had lasted 15 years. When I went back they claimed that I must have broken it and claimed no responsibilty whatsoever. These guys are a gang of thieves. It didn't seem like a big deal at the time, but previously I had my batteries replaced there for a different watch and it died shortly thereafter. I would only use these guys if you plan on being dead within 3 weeks. If not, go somewhere else.

And my response:

This review is only partially true, I will try to address each issue individually.

Yes, she did purchase a crystal from us. It did break.
However, when a repair is made on a watch the only thing we warranty is stuff that is inside where users cannot touch. i.e. movements, batteries, hands, gears, etc.
When something is done on the outside of the watch, it will be your responsibility to take care of it.
Especially a piece of glass that can break at the slightest impact.
When it comes to jewelry, people often mistake the difference between a warranty and insurance.
When your car windshield cracks, your insurance takes care of the repair not the manufacturer,as with any other external damage. When the engine breaks within the warranty period, the manufacturer will.

As far as the battery going out "shortly thereafter", I'm not sure what this customer meant. Because it's internal, we offer a five year warranty on our batteries. If your watch goes out before the five years is up, you can simply bring the warranty card or receipt to any of our 160 stores, we'll be glad to replace it for you.

If a customer wants us to be responsible for something that the customer should be.
OR
If "shortly thereafter" means five years, we are not the right business for you.
Then again, no business would be.

As far as being a "gang of thieves", I have no comment.
I just hope that being 15 years in this mall will be enough for any reasonable customer to trust us.

additc (rep: 1.7k) posted Feb 08, 2013

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Sue her for slander

mrbob (rep: 161) posted Feb 08, 2013

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I think you did the right thing, but unfortunately the "no good deed goes unpunished" saying holds more true now than ever.

nthsll (rep: 12.3k) posted Feb 08, 2013

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I work in retail and have learned that there are 2 rules, RULE #1 The customer is always right!, RULE #2 if you think the customer is wrong, refer to rule #1!! People now a days have so many choices of places to shop and do business, that we really need to do what ever it takes to make sure the customer leaves the store HAPPY! A happy customer is a returning customer and an unhappy customer tells about 100 other people about there bad experience and then you end up loosing business and ultimately a lot of money.

krmills1 (rep: 12.9k) posted Feb 08, 2013

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I'd give her a new one this time. If she comes back yet again I might even do it then but make up something about the number of times you can replace the glass per purchase.

erick99 (rep: 13.9k) posted Feb 11, 2013

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Three weeks later?????
you got nothing to do with it. Now, I had a pair of glassess someone knocked into them and the nose piece fell off, I went to the glasses' repair shop, and she attempted to fix it. She came back to me, saying she broke the entire nose piece! Anyway, I made sure they gave me a new pair. Despite how old something is, it is the store's responsibility, you can say- you don't want the responsibility, but no one said anything like that. She tried to argue saying, it would have broken sooner or later!
I told her, no it wouldn't! That was just a excuse.

MdavidK30 (rep: 3.42k) posted Feb 12, 2013

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