Jim,
I want you to take a moment and put yourself in my shoes for a moment.
I'm shelling out a little over $9,000 for a spa and initial
components. The spa came over two weeks late with some damage and
soiled parts. It's been sitting between 88 and 94 degrees on my back
patio for over two weeks. Not what I'd call a great buy for my $9,000,
wouldn't you agree?
> It is the best spa made today, and because of circumstances beyond my
> control, it is not functioning right.
I don't blame you for the spa not working quite right on Day 1. You
arranged to have it delivered by someone else you trusted. It didn't
quite work out, but you did it in good faith. It happens.
However, that was over two weeks ago, and you were aware of the
problems from day 1. After a fair amount of investigation and
low-level programming last weekend, we STILL had the same problem, and
even though Dave said he'd call a local technician, I haven't heard a
word even about WHEN he'll be coming, which makes me assume that he
isn't and the ball has been completely dropped. These are
circumstances that are completely within your control.
> I have a bunch of people all across the country that will take the spa. We
> do not have any dissatisfied customers any where.
You say "We do not have any dissatisfied customers any where." Well,
you're talking to one right now.
Let me tell you a story. My fiance purchases a new GMC Jimmy last year
from one of the local dealers. Well, on the day it was supposed to
arrive, it hadn't. Two weeks later, it still hadn't, so the dealership
gave her a brand new Jimmy loaner, meaning they were going to be
selling it as a used car later and eating the depreciation on it. When
the Jimmy finally came in over a month and a half late, they knocked
off $1,000 on the price --- which means they basically ate their
profit margin on the car. After we drove it off the lot, we discovered
that a few of the less obvious options weren't installed (power
passenger seat and a different suspension). The seat was replaced, but
the suspension couldn't be. Turns out to be a higher priced one than
she had ordered, so they ate the cost of that option as well.
They took a loss on the sale of Mary Kaye's Jimmy as well as another.
I'm pretty sure the sales guy also got dinged on his performance
review for mishandling the date. However, the reason they did that was
because they believed in ensuring customer satisfaction --- making
sure that MK would return to them both for service and to purchase
another vehicle in years to come, and ensuring that MK would say good
things about them to her friends and colleagues.
As an Internet retailer, customer service is your top priority. You
know that. That's because word-of-mouth and customer referrals keeps
you alive or kills you. The above is what a local retailer did to
ensure a happy customer. However, normal retail customers reach maybe
100 or so other potential customers. On the Internet, they reach
thousands.
I am an unsatisfied customer right now. I believe you're a good guy
and that this is one of those installations where everything goes
wrong. However, I still need you to make me a satisfied customer.
Getting the movers on short notice was a good first step. What it will
take to complete it is you knocking off $500 off the sale price and
ensuring that the spa is working by the end of the week.
If you are unwilling to do this, then please credit my card with the
full amount and have the spa removed by the end of the week. I will
still remain an unsatisfied customer and will be unable to post
favorable reviews of your service on the various spa boards. However,
if that isn't a concern and you're able to make more money by saving
the $500 by removing this spa and selling it to someone else, more
power to you. Although quite frankly, if this is your choice, then I
know this option is best for both of us.
Sincerely,
-e
James Arjuna writes:
> Erik;
> Sorry that sounds unreasonable to me.
> It is the best spa made today, and because of circumstances beyond my
> control, it is not functioning right. It is most likely the valve was
> inadvertently closed during the install. The spas are all tested at the
> factory, and we have never not had one start up and run properly. That is
> why I could not understand what was going on.
> The cost for install is 350 we paid to have it moved in on a Saturday. We
> are willing to give you part of it, or take the spa back and call it a
> learning lesson.
> All across the country people are very happy with the product. If you are
> mad with us for trying to solve the problem as best as we can, then I don't
> know what to say.
> I think $150 is reasonable.
> There is no spa company on earth that wires up the spas as an extra , except
> us. We only do it as an an aid to our customers so the spa is fully
> functional when we leave. We have some one on call to fix the spa right now,
> and you should not be working on it at all unless you want to. It probably
> would have been much better to have a qualified electrician wire up the
> spa. Most are familiar with how a spa should function.
> If you want, just let us know and we will refund the money and come and get
> the spa. If that is what you want.
> I have a bunch of people all across the country that will take the spa. We
> do not have any dissatisfied customers any where.
> I am sorry for any inconvenience.
> Jim
> "Erik W. Selberg" wrote:
>> Make it $500 and we'll call it even. We're not dealing with just a
>> lack of an install and thus a refund on that price, we're talking
>> about the delivery of an improperly functioning product and the
>> troubleshooting / repair thereof tacked on top of an install. My
>> hourly rate is a little pricier than yours, and while making forward
>> progress on learning how to use and maintain a spa is on my nickel,
>> getting it up and running in the first place is on yours.
>>
>> Thanks,
>> -e
>>
>> James Arjuna writes:
>>
>> > Erik; I'll have $150 refunded to your credit card for your extra
>> > participation in the delivery.
>>
>> > Jim
>>
>> --
>> Erik Selberg
>> "I get by with a little help selberg@cs.washington.edu
>> from my friends." http://www.cs.washington.edu/homes/selberg
-- Erik Selberg "I get by with a little help selberg@cs.washington.edu from my friends." http://www.cs.washington.edu/homes/selberg
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