From what I have been reading (along with HO's announcement on the Lifetime Cookware), it seems as though HO has gotten much tougher about the replacement policy.
First, I can completely AGREE with HO on the abuse issues. They should not be replacing items that have NOT been taken care of as directed on U&C.
But, I have been thinking about how this is going to change how I help my customers.
If I am being completely honest, I have put in product adj for items that I strongly suspected had not been taken care of properly. Do I push my customer and accuse them of lying to me? No, I put in the adjustment.
Here might be a typical conversation:
Consultant: Did you put item X in the dishwasher? That can be the problem since item X cannot go in the dishwasher.
Customer: Oh, I don't think it has been in the dishwasher, I can't remember.
Consultant: Well, if it has been placed in the dishwasher, then that would not be covered, so I can't ask for a replacement.
Customer: Oh! Then I am sure it has NOT been in the dishwasher.
OK, in that situation, I would have a strong suspicion that the item had NOT been taken care of to U&C guidelines. But what are we supposed to do at that point?? Call the cusotmer a liar? So, we call and get a Ref# and the customer sends the item back. But, there is a good possibility that the item might be rejected. (Which, if the item had NOT been taken care of, it should be rejected).
I feel as if this puts me in a difficult position.
1. I can either tick off the customer while I am asking the U&C questions about the product. I mean, if they said they didn't abuse it - how far am I supposed to take it?
2. Or I can have a ticked off customer when they spend $ to return the item only to have it rejected.
I am thinking at this point, I am going to start giving out the number for them to call and speak to Customer Service to handle product problems themsleves. Let HO give them the third degree.
Which is a shame. I have always handled calling HO for returns for my customers as I feel this provides them with better customer service.
First, I can completely AGREE with HO on the abuse issues. They should not be replacing items that have NOT been taken care of as directed on U&C.
But, I have been thinking about how this is going to change how I help my customers.
If I am being completely honest, I have put in product adj for items that I strongly suspected had not been taken care of properly. Do I push my customer and accuse them of lying to me? No, I put in the adjustment.
Here might be a typical conversation:
Consultant: Did you put item X in the dishwasher? That can be the problem since item X cannot go in the dishwasher.
Customer: Oh, I don't think it has been in the dishwasher, I can't remember.
Consultant: Well, if it has been placed in the dishwasher, then that would not be covered, so I can't ask for a replacement.
Customer: Oh! Then I am sure it has NOT been in the dishwasher.
OK, in that situation, I would have a strong suspicion that the item had NOT been taken care of to U&C guidelines. But what are we supposed to do at that point?? Call the cusotmer a liar? So, we call and get a Ref# and the customer sends the item back. But, there is a good possibility that the item might be rejected. (Which, if the item had NOT been taken care of, it should be rejected).
I feel as if this puts me in a difficult position.
1. I can either tick off the customer while I am asking the U&C questions about the product. I mean, if they said they didn't abuse it - how far am I supposed to take it?
2. Or I can have a ticked off customer when they spend $ to return the item only to have it rejected.
I am thinking at this point, I am going to start giving out the number for them to call and speak to Customer Service to handle product problems themsleves. Let HO give them the third degree.
Which is a shame. I have always handled calling HO for returns for my customers as I feel this provides them with better customer service.