The age-old saying that "the customer is always right" may soon be put out to pasture - Page 3

**Lzen** · 01-20-2007, 06:00 PM

Quote:

Originally Posted by memyselfI

But even policies should not be set in stone. For instance, Circuit City has a 15% restocking fee on their returns. We purchased a digital camera for Christmas. It was a Polaroid and it was crap. The camera took terrible pictures because something was wrong with the flash. On return, the store did not have the item anymore and wanted to refund me the money at 100% only if I got a CC gift card or purchased something else.

Well the camera was blister packaged and the ONLY way to know it was defective or crap was to OPEN the package. The manager was a complete and total asshole. I explained to him that him keeping my $15.00 was going to cause me to stop shopping there and that he shouldn't treat me that way because over the past year we had spent over $1500 dollars at CC including a computer purchased just weeks before.

He didn't care. I explained to him that I was in the market to purchase a different digital camera, one at least three times as expensive, and that it wouldn't be from CC because of his attitude. He didn't give a shit so I left.

I wrote a letter explaining the situation to their corporate HQs. They refunded me the money. I didn't purchase the camera from them but from Amazon.com for over $130 cheaper than what they were selling it. I don't know if I'll buy from CC ever again because their management was so unprofessional even though their corporate office did correct the problem.

Any company that would fight over $15 with a customer that has spent $1500 in the past year is a company that has a very bad business sense and ultimately is not one I want to do business with.

Sounds like that particular CC needs a better manager. Aren't there like 4 CCs in KC, though? Just go to a different location.

Valiant · 01-20-2007, 09:42 PM

Quote:

Originally Posted by memyselfI

But even policies should not be set in stone. For instance, Circuit City has a 15% restocking fee on their returns. We purchased a digital camera for Christmas. It was a Polaroid and it was crap. The camera took terrible pictures because something was wrong with the flash. On return, the store did not have the item anymore and wanted to refund me the money at 100% only if I got a CC gift card or purchased something else.

Well the camera was blister packaged and the ONLY way to know it was defective or crap was to OPEN the package. The manager was a complete and total asshole. I explained to him that him keeping my $15.00 was going to cause me to stop shopping there and that he shouldn't treat me that way because over the past year we had spent over $1500 dollars at CC including a computer purchased just weeks before.

He didn't care. I explained to him that I was in the market to purchase a different digital camera, one at least three times as expensive, and that it wouldn't be from CC because of his attitude. He didn't give a shit so I left.

I wrote a letter explaining the situation to their corporate HQs. They refunded me the money. I didn't purchase the camera from them but from Amazon.com for over $130 cheaper than what they were selling it. I don't know if I'll buy from CC ever again because their management was so unprofessional even though their corporate office did correct the problem.

Any company that would fight over $15 with a customer that has spent $1500 in the past year is a company that has a very bad business sense and ultimately is not one I want to do business with.

So the management or staff did not offer to wave the restocking fee if you bought a different camera?? Or you did not want to buy another camera from them, Then you should have been charged the restocking fee..

See you are one of the devil customers the article is talking about.. You used a camera and returned it, CC offered you another camera or a giftcard and you said no, costing them money on the camera...

**Rain Man** · 01-20-2007, 05:32 PM

Quote:

Originally Posted by (Zach)

Best Buy stores have gotten so fed up with their "devil" shoppers -- a group they say makes up 20 percent of their customer base -- that they're actively trying to eliminate them from their stores. These shoppers (see below for a description of some of their tactics) account for as many as one-fifth of Best Buy's 500 million customer visits each year, and according to Best Buy CEO Brad Anderson, "They can wreak enormous economic havoc."

If "devil shoppers" are 20 percent of their business, then they need to redefine "devil shoppers". I'm not sure it's feasible to drive off 20 percent of your customers, even if they're the high-maintenance ones.

|Zach| · 01-20-2007, 05:37 PM

Quote:

Originally Posted by Rain Man

If "devil shoppers" are 20 percent of their business, then they need to redefine "devil shoppers". I'm not sure it's feasible to drive off 20 percent of your customers, even if they're the high-maintenance ones.

The money and resources tied up into servicing these customers is enourmous.

Think of some different ways this shows itself.

- Money lost due to mark down in trying to sell reutned items
- Money lost when a manufactuer denies a retail store credit because an item was never defective at all
- Money lost in your emplyoees time. Instead being more productive they are sqabbing with someone for days on end trying to keep your company from getting ass ****ed.
- Money lost from you shying away legitimate customers from the decrease in sales you are doing because you were ass ****ed.

If you could throw those 20% out and just deal with the 80% you are going to do just fine. That isn't even mentioning employee morale.

**Lzen** · 01-20-2007, 05:57 PM

Quote:

Originally Posted by Rain Man

If "devil shoppers" are 20 percent of their business, then they need to redefine "devil shoppers". I'm not sure it's feasible to drive off 20 percent of your customers, even if they're the high-maintenance ones.

Heh, good luck driving off that 20% without driving off a significant percentage of the legitimate customers. BB and some of the other retailers they mention are playing with fire, IMO. The first few on that list, I don't do any of the first few items on that list. The last couple are questionable practices, though.

Demonpenz · 01-20-2007, 05:34 PM

Maybe Joe cool the camel can come in and attract young buyers to a place with them losing 20% It helps when cigs kill off most of their consumer base correct?
joking of course/

Demonpenz · 01-20-2007, 05:37 PM

You know what I hate? The other day I was walking into applebee's at around closing time and I got the worst service extra. If the guy would have been halfway polite I would have tipped him a 20 spot for my meal alone. Instead he threw is potato soup all over me and was rude. It went all over my tank top. Then they ran out of ketchup. Worst day of my life. Customer service is dead!

**Rain Man** · 01-20-2007, 05:40 PM

Quote:

Originally Posted by Demonpenz

You know what I hate? The other day I was walking into applebee's at around closing time and I got the worst service extra. If the guy would have been halfway polite I would have tipped him a 20 spot for my meal alone. Instead he threw is potato soup all over me and was rude. It went all over my tank top. Then they ran out of ketchup. Worst day of my life. Customer service is dead!

You walked into a restaurant at closing time? Bad idea. I bet there was a lot more than potato in that potato soup.

**Easy 6** · 01-20-2007, 05:48 PM

Quote:

Originally Posted by Rain Man

You walked into a restaurant at closing time? Bad idea. I bet there was a lot more than potato in that potato soup.

Yep, that soup could have been a Tyler Durden special.

**ShortRoundChief** · 01-20-2007, 05:41 PM

Quote:

Originally Posted by Demonpenz

You know what I hate? The other day I was walking into applebee's at around closing time and I got the worst service extra. If the guy would have been halfway polite I would have tipped him a 20 spot for my meal alone. Instead he threw is potato soup all over me and was rude. It went all over my tank top. Then they ran out of ketchup. Worst day of my life. Customer service is dead!

should of known better than go into a place right before closing time

Demonpenz · 01-20-2007, 05:39 PM

I don't care how much money you spend. I think it is good policy not to deal with terrorists.

**Rain Man** · 01-20-2007, 05:42 PM

Quote:

Originally Posted by Demonpenz

I don't care how much money you spend. I think it is good policy not to deal with terrorists.

However, if they claim that a suicide bomb is defective and try to return it, I'll bet they're being honest.

**ShortRoundChief** · 01-20-2007, 05:44 PM

Quote:

Originally Posted by Rain Man

However, if they claim that a suicide bomb is defective and try to return it, I'll bet they're being honest.

**Rain Man** · 01-20-2007, 05:47 PM

Have you ever been to a restaurant where the service is too good? I was having a business lunch the other day, and we're trying to talk, and every 3.2 minutes one of our three servers would come up and interrupt us to ask how the meal was. I realize that that's a much better problem than bad service, but at some point there needs to be a moment of peace for the diner.

Groves · 01-20-2007, 06:35 PM

I had the "privilege" of standing behind a guy at the return counter at Cabela's (a sporting goods store). They have a very generous return policy, and this guy was taking full advantage.

He was "returing" a pair of boots that looked like they'd been worn to mix concrete in every dang day of their long life.

The associate even pointed out in the catalogs how these boots must be at least 6 years old because of how many digits the product number was.

They paid him $40, I believe. I always see these old dogs of boots in the bargain section, wondering who in their right mind would have the balls to return them.

Now I know.

I wasn't quick enough to think of a way to publicly humiliate him for indirectly driving MY prices up. I'll be ready next time.

01-20-2007, 05:34 PM	#6
Demonpenz Woman should only make babies Join Date: Nov 2003 Location: Apartment "G UNIT!" Casino cash: $-213864	Maybe Joe cool the camel can come in and attract young buyers to a place with them losing 20% It helps when cigs kill off most of their consumer base correct? joking of course/ __________________
Posts: 54,943

01-20-2007, 05:37 PM	#7
Demonpenz Woman should only make babies Join Date: Nov 2003 Location: Apartment "G UNIT!" Casino cash: $-213864	You know what I hate? The other day I was walking into applebee's at around closing time and I got the worst service extra. If the guy would have been halfway polite I would have tipped him a 20 spot for my meal alone. Instead he threw is potato soup all over me and was rude. It went all over my tank top. Then they ran out of ketchup. Worst day of my life. Customer service is dead! __________________
Posts: 54,943

01-20-2007, 05:39 PM	#11
Demonpenz Woman should only make babies Join Date: Nov 2003 Location: Apartment "G UNIT!" Casino cash: $-213864	I don't care how much money you spend. I think it is good policy not to deal with terrorists. __________________
Posts: 54,943

01-20-2007, 05:47 PM	#14
Rain Man Seize life. Be an ermine. Join Date: Jul 2001 Location: My house Casino cash: $-472449 VARSITY	Have you ever been to a restaurant where the service is too good? I was having a business lunch the other day, and we're trying to talk, and every 3.2 minutes one of our three servers would come up and interrupt us to ask how the meal was. I realize that that's a much better problem than bad service, but at some point there needs to be a moment of peace for the diner. __________________ Active fan of the greatest team in NFL history.
Posts: 145,272

01-20-2007, 06:35 PM	#15
Groves Turning the Corner Join Date: Dec 2006 Location: Springfield, Missouri Casino cash: $-741459	I had the "privilege" of standing behind a guy at the return counter at Cabela's (a sporting goods store). They have a very generous return policy, and this guy was taking full advantage. He was "returing" a pair of boots that looked like they'd been worn to mix concrete in every dang day of their long life. The associate even pointed out in the catalogs how these boots must be at least 6 years old because of how many digits the product number was. They paid him $40, I believe. I always see these old dogs of boots in the bargain section, wondering who in their right mind would have the balls to return them. Now I know. I wasn't quick enough to think of a way to publicly humiliate him for indirectly driving MY prices up. I'll be ready next time.
Posts: 2,387