GPU RMA FAIL BS!!!

[Spotty]

On 4/6/2018 at 5:15 AM, Thavion Hawk said:

No I told my manager that the Customer should do the RMA himself,

Depending where you live, it may be against consumer laws to tell the customer they have to return it to the manufacturer for support. Either way it's a dick move on your part. They bought a faulty item from your store, and they should be able to return it to your store for warranty claims. Here in Australia, if an item has a major fault within warranty period the consumer is entitled to their choice of a Refund, Repair, or Replacement and it's against the law for stores to refuse this or try and push them off to the manufacturer. It's then up to the store to decide whether or not to write the lost value off as shrinkage or attempt to recoup the loss through the manufacturer.

Since you have a physical store, I can almost guarantee you that the shrinkage due to shoplifting, staff dropping items, or perishables expiring will be way higher than anyone bringing back faulty products. It's just a cost of doing business and they will have it factored in to their bottom line of having X amount of shrinkage in each financial year.

 

On 4/6/2018 at 5:25 AM, AngryBeaver said:

but when you turn him away like you did then you not only cost yourself his business, but likely that of 2-3 other customers as well due to word of mouth.

2-3 is way too low of a figure thanks to social media. A single tweet like "Worst customer experience at XYZ Computer Parts" can reach hundreds.

[TechyBen]

I'm rather confused. As said. I've seen many many "customer tweets" where it's obvious the cards they used are stolen/cancelled/zero funds available. Yet they review bombed the store... so you are saying you would give them $100s of stock for "free" to avoid a bad review?

 

I take it generally on what is possible, what it costs (service is usually "free", actual stock less so) and their attitude. One day of a customer going "that's not fair" (when it obviously is) is better than 7 of them coming back yelling at you again, because they keep breaking said item (letting the dog chew it), and blaming you for selling them a "dud".

 

As said. Customer comes in, politely asks for replacement under warranty for "it broke all by it's self", I clean the dog pee off it, give it back to them working... nothing said, I'm cool.

They come in yelling and hollering, saying they will sue, and want a new TV? Well, I ask them why our warranty should cover PS4 controllers being launched into the front panel... and ask how it "did it by its self".  They never black marked/twitter/review bombed us, I can tell you that!

 

Typically (at least in the US) only the originating retailer is going to be willing to help you. So if I for example bought a TV from the retail store Best Buy I can't return or RMA it with Fry's electronics.

No, but I could got to Fry's, Best Buy, etc, etc, and keep buying and "replacing" GPUs/Laptops/RAM etc. Either because I'm an idiot like the Ebay buyers I get, who buy things, shove them where the sun don't shine, break them in their mouths chewing on it, snap it in half, and say "it's not compatible, you sold me a broken item" and want refunds.

 

Or, I swap out parts from known dead ebay buys, and get the stores to repair them for me (harder with warranty stickers and barcodes, but as said, harder to spot if customers try around many stores).

 

An example would be overclocking. Keep buying and killing i7s/1080tis and asking for a warranty replacement. See how far you get.

[Razor Blade]

6 hours ago, TechyBen said:

<snip>

No, but I could got to Fry's, Best Buy, etc, etc, and keep buying and "replacing" GPUs/Laptops/RAM etc. Either because I'm an idiot like the Ebay buyers I get, who buy things, shove them where the sun don't shine, break them in their mouths chewing on it, snap it in half, and say "it's not compatible, you sold me a broken item" and want refunds.

 

Or, I swap out parts from known dead ebay buys, and get the stores to repair them for me (harder with warranty stickers and barcodes, but as said, harder to spot if customers try around many stores).

 

An example would be overclocking. Keep buying and killing i7s/1080tis and asking for a warranty replacement. See how far you get.

I was only saying I could not return or ask another business entity to RMA an item I did not purchase there. There are some places that don't have the means to RMA things either. In that case likely the store would either take it as a return or exchange. But it would really depend on the store's policy. Possibly they're not thinking so much about the customer abusing the system. Likely they're thinking about enticing potential customers with a "peace of mind" return policy.

 

Heaven knows I buy way too much on certain online retailers or at certain brick and mortar places because their customer service has been outstanding to me. Have they been screwed by people abusing their policies? Probably...maybe many times. But I have no doubt they make up for it with people that legit buy something and never return it.

[TechyBen]

Mainly it's how you go about it. I've sat there and filled in the form with a customer at times for a manufactures RMA. I'd also do a lot more for a customer personally, vs having my hands tied by "paperwork" internally. I can lend someone something while theirs is off to repair when it's my business/company, but doing so when I'm not the one who runs the business, only a cashier, is kinda more difficult.

 

Though I can agree, if it's company policy to do so, then that's great. It's when your the one on the store floor, and the company policy conflicts with the customer.

 

Personally, I've no worries in dropping/loosing a customer who is not worth the hassle/there to cause trouble! As example, insurance companies may black list people for a reason.