just want to complain
customer calls me A) has a defective product.
we talk about the defect and possible resolution = get parts that are not defect and send
customer brings up another issue after a while B) item is damaged
I ask for photos they are emailed to me
I check if parts are available, yes they are. it will take maybe two days for the parts to arrive to customer
customer is ambivalent about what he wants to do, he is being silent and indecisive, through out the conversation I ask him if he wants the parts or if he wants to do something else.
customer also tells me that he has not inspected the whole shipment for damage so we do not know if there are other pieces that need to be replaced, customer also tells me that he is not sure if the part numbers he is giving to me are the broken pieces. he refused to inspect shipment thoroughly AND HE WANTS REPLACEMENTS DELIVERED TO him tomorrow,
I tell customer we can send parts or we can set up a damage claim and refund.
he is silent, still demanding the parts tomorrow, (not going to happen) he is also demanding free assembly something which he never paid for in the first place, not an option for customer generally UNLESS they spam the internet with complaints and then all of a sudden the managers are willing to offer this to customers to make them shut up
I ended conversation with claim for damage and refund of item due to customer would not accept anything but delivery tomorrow (the reason why he was dissatisfied with me)
.............................
customer calls in again to another rep asks for manager, is "escalated"
manager sets up for us to pay expedited shipment on the parts, it costs about 90.00 for this
> we are not sure if the parts will arrive to customer in perfect condition, we are not sure if it's all the parts the customer needs because he refused to inspect thoroughly, even with expedited shipment customer still is ***not going to get parts tomorrow. (the reason why he was dissatisfied with me)
somehow this ultimately reflects poorly on me I feel, even though even a manager isn't able to give the customer the exact resolution he was demanding
there I vented.