Customer Conflict with PC: How to Keep Her as a Valued Customer

[pampchefrhondab]

Well can you tell I'm old. The last Tupperware party I had was 22 years ago!! Oh I can't beleive it! Anyway, back then they would just take back your item and give you a new one when your new products came in.

 

[raebates]

Funny, I just got an email from someone who purchased a PC Food Chopper "a while back" and was told that it had a lifetime warranty. She asked if that was right. I told her that it has a 5-year warranty and explained where she can find that information in the catalog.

 

[pamperedlinda]

Hey Rae, I think the original ones did....maybe someone else will chime in with the correct answer.

 

[raebates]

They haven't since I've been buying them, so I'm guessing hers doesn't have one, either.

 

[Thinker]

I would not pay for to have it shipped back. I would simply explain that PC needs it to see what kind of problem it was and to investigate. Under the warranty the buyer agrees to pay to send it back in exchange for a new. I would also say that I hope she reconsiders staying away from PC. PC also is not perfect and does have a bad batch that is manufactored; rarely but it does happen. No company is 100% perfect.

 

[ameliasurf]

Me too! I send one box a month on the 15th. If someone brings something to me on the 16th I let them know I won't ship it back until the next month and if they are in a hurry I can give them the info. NO ONE has ever been in a hurry!

I feel that it is good customer service on my part to take returns. I have had many customers switch to me from other consultants because of this. I would say that I spend $10-$15 a month to ship returns. Not that big of an expense! I even just shipped a box back that had an Executive 12" skillet in it and it was only $18 with that any 6 other returns. Seems like a little investment for someone that spent $600 at my show and I made $180 just off her order.

But that is the great thing about the PC, you decide!!:thumbup:

I like your thinking.... this is good customer service and that is what sells pampered chef....

 

[kspry]

I am trying to get a catalog show out of this gal at my son's school so I can get the pink HWC tri-bowl.

Well, I just found out her mom might want to order enough items to make the show, but has a problem with some professional pans she bought a while back.

I called HO and got the show number, but then they wanted info I didn't have, so I called the mom back and asked her to call HO....since I wasn't the consultant who sold her this and I've no records, or even her address.

After reading this thread I called again today. She (the mom) wasn't home but her husband said there was some problem....oh, dear. She is supposed to call back.

It would be hard enough to eat shipping on my own customer. Well, maybe she will BE my customer since the other consultant apparently bailed on her?

Thanks for the advice, though, I will call HO...it was not just one pan with a problem.