Zipper guarantee

[the dutch cobbler]

Question:

 

Discussion with a customer about the repair of zippers in man boots.

I repaired the zippers in begin november last year and now the zippers are worn out.

 

You can see the boots are not straight up anymore and fold, that's why the zippers are worn out. I told him that and offered him to repair the zippers and calculate half price. He didn't liked that and want me to pay the full amount back or repair them without costs!

 

I didn't accept that!

Now he's mad and will contact the disputes Committee of the shoemakers-organisation.

I'm not scared about it, I think a made a decent offer. What do you think?

 

Offcourse I rather had a happy customer, but not in this way.....

He made me mad

[Lee]

I'd be pretty pissed if my zips had only lasted 5 months. SURELY they should have lasted a little longer???? I wouldn't have done them half price, i'd have just given him a refund & got shot of the problem.

 

Lee

[the dutch cobbler]

I'd be pretty pissed if my zips had only lasted 5 months. SURELY they should have lasted a little longer????

 

Lee

Are you serious about this?

He wanted back the full amount.....

[Lee]

why have a sleepless night over it? in the course of a year, if you give money back just once, it won't dent the bottom line. If it failed in the first place & then yours failed so quickly it tells me they are doing something "Odd" or the boots don't fit them properly or as you mentioned there is a design floor.....

 

Why stress, money back, good customer service, problem solved, forgotten about in a couple of days!

 

Lee

[the dutch cobbler]

Right, the second time in 29 years of doing business i can't get in line with a customer.

Always solv the problem but I don't let a customer walk over me.

 

Offcourse I hate it, a mad customer. It's negativ energy.

I don't stay awake about this, had so many satisfied customers this week.

I'll wait for the results of the commitee.

[k4mrc]

why have a sleepless night over it? in the course of a year, if you give money back just once, it won't dent the bottom line. If it failed in the first place & then yours failed so quickly it tells me they are doing something "Odd" or the boots don't fit them properly or as you mentioned there is a design floor.....

 

Why stress, money back, good customer service, problem solved, forgotten about in a couple of days!

 

This is the better advice, although I think if you do refund the whole amount the customer who walks away will still be 'upset' and not come back as some will still 'blame' you!

You cannot win them all......

So refund it - solved problem leads to more sleep

[the dutch cobbler]

The comittee doesn't had any complaint from the customer......

 

So, case closed.....

[x minit uk]

I'd be pretty pissed if my zips had only lasted 5 months. SURELY they should have lasted a little longer???? I wouldn't have done them half price, i'd have just given him a refund & got shot of the problem.

 

Lee

 

But a shoe shop gives 3 months,after this they class it as fare ware. Why should cobblers give longer. I understand the bit about customer service though.

[Hugh-Candoit (ENG)]

Maybe the answer to these problems is to get an appraisal done by an Independent trade authoritarian (dont like to use the work "Expert")showing the damage and the reason/cause of the zip failure. Photos and a Report are usualy enough to convince the customer that you are in the legal right, You can always ask the customer to send them to the Trade Advisor and you would abide by their decision.

[ironplanet uk900]

Personally, unless the boot had been obviously abused I would have repaired it free of charge.. happy customer..simples.

 

No need to get all complicated about it in my opinion.