kcjodih
Gold Member
- 3,408
I sent out an email today offering Cash n Carry for my extra inventory. My PC cupboard is 8ft x 4 ft deep with floor to ceiling shelves and it's FULL so I had to make room for the new products.
I get this email from a customer who attended a show in early 2005 and then had one in early 05 as well. She purchased a Vanilla Oval Baker at the show she attended. It broke and she called me in 2007. Somewhere between Feb and June when I moved. I had it replaced under warranty.
She replies to my email today with this - "Also I have a stone that has cracked in half and been sitting here broken for a very long time. Is there any way I could send it back for a replacement? I don't have the receipt but it is no good to me broken."
I reply that if she doesn't have the receipt then I need to know which stone it is, and which show she bought it at and when and then I'll contact HO to find the purchase and get her a ref # for her return and replacement providing it's still under warranty. If they can't find it, she'll need her receipt.
She then replies with this "It is the one I got from you quite a while ago. But it is not even brown and I only used it a couple of times and it broke right in the oven. I don't have the receipt but it is the one I got delivered through the mail through you. The warranty is probably up on it as I only used it once in a blue moon..I am pretty sure I couldn't find the receipt."
So she can't find the receipt and admits it's been replaced once and that it's probably out of warranty! HUH?
I then reply that I remember doing an adjustment for her but don't remember which stone. Please give me more info. Oh yes, and it has a 3 year guarantee.
I get back "It hasn't been 3 years thats for sure. It is the oval one with handles on the end. It is the cream one and I think it is glazed. Thanks for looking as it is not doing me any good in my computer room in two peices"
I then look it up and find that it was purchased in Feb 05 and is indeed out of warranty (only stone she purchased at the two shows - at least from me) I let her know this and get this back....
"So there is nothing I can do to replace a stone that I used only twice...It broke over a year ago so can we not go by that date or no? It would be a pain for me to have to find someone who has bought one in the past 3 years and borrow their receipt...I like the stones but can't afford to replace it myself everytime I get a deffective one."
HUH? Like we're going to use someone else's receipt? And she thinks it's a perpetual guarantee that will start with the replacement? So everyone who has stoneware that's about to expire can just break it, get a new one, and a new 3 year guarantee?
WTH?!?!
How would you respond to this last bit? I'm stumped of how to be diplomatic!!
I get this email from a customer who attended a show in early 2005 and then had one in early 05 as well. She purchased a Vanilla Oval Baker at the show she attended. It broke and she called me in 2007. Somewhere between Feb and June when I moved. I had it replaced under warranty.
She replies to my email today with this - "Also I have a stone that has cracked in half and been sitting here broken for a very long time. Is there any way I could send it back for a replacement? I don't have the receipt but it is no good to me broken."
I reply that if she doesn't have the receipt then I need to know which stone it is, and which show she bought it at and when and then I'll contact HO to find the purchase and get her a ref # for her return and replacement providing it's still under warranty. If they can't find it, she'll need her receipt.
She then replies with this "It is the one I got from you quite a while ago. But it is not even brown and I only used it a couple of times and it broke right in the oven. I don't have the receipt but it is the one I got delivered through the mail through you. The warranty is probably up on it as I only used it once in a blue moon..I am pretty sure I couldn't find the receipt."
So she can't find the receipt and admits it's been replaced once and that it's probably out of warranty! HUH?
I then reply that I remember doing an adjustment for her but don't remember which stone. Please give me more info. Oh yes, and it has a 3 year guarantee.
I get back "It hasn't been 3 years thats for sure. It is the oval one with handles on the end. It is the cream one and I think it is glazed. Thanks for looking as it is not doing me any good in my computer room in two peices"
I then look it up and find that it was purchased in Feb 05 and is indeed out of warranty (only stone she purchased at the two shows - at least from me) I let her know this and get this back....
"So there is nothing I can do to replace a stone that I used only twice...It broke over a year ago so can we not go by that date or no? It would be a pain for me to have to find someone who has bought one in the past 3 years and borrow their receipt...I like the stones but can't afford to replace it myself everytime I get a deffective one."
HUH? Like we're going to use someone else's receipt? And she thinks it's a perpetual guarantee that will start with the replacement? So everyone who has stoneware that's about to expire can just break it, get a new one, and a new 3 year guarantee?
WTH?!?!
How would you respond to this last bit? I'm stumped of how to be diplomatic!!