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Am I wrong here?

Old 11-09-2004, 03:22 PM
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Customer buys speakers at unnamed bigbox store. Speakers are "thrown" in by the customer, not mounted down and are the wrong size. Customer comes in for new front speakers, I notice the rears are the wrong size and not mounted, she says "I'll take them back". No worries, they are not a bad speaker at all I tell her, they are just the wrong size. She takes them out and returns them.

She returns an hour later and wants 4 new speakers put in, we are half way through doing the front speakers when she calls and says to not do the rear speakers as she is out of time and will do them on Thursday. No biggie here. We complete the front speakers and test them, all is well. 5:30pm.

So at noon today she comes in and complains that they sound like bat barf. I listen to them and indeed they sound aweful. A double failure on speakers does not happen. I inform her that I will book her in at 3:00 today and find the problem at no charge for her. She was in a hurry to leave.

So she comes back 20 minutes later and says she wants to return the front speakers and that "The guy at the other store" says the wires on the rear speakers were tied together and this would cause the cd player to die on the spot. Now the other store does not sell Pioneer, the salesperson in question has never sold Pioneer and the salesperson got his a$$ canned by me for being inept and not understanding things. I inform the customer that there is no issue with the speakers at all or how we installed them, a refund is not an option. You removed the rear speakers, you tied the wires together and when we tested them it was fine. After you drove away and these wires touched each other they shorted out, how is this my fault? "Well you should have made sure that the wires were OK after I removed the speakers and I returned them." Would you like me to wipe your a$$ for you after you **** as well?

So the sales clerk at the other store tells the customer that this will infact kill the cd player and that we don't know what we are doing. I inform the customer that we do infact know what we are doing and we had an appointment booked for you in 3 hours time to solve this issue that now we find out you caused. And to top it off "name withheld" is wrong about the wires touching, this will infact send the unit into protection and if left unchecked for a long period of time it may cause a failure. It is for reasons just like this that "name withheld" is no longer working here.

So I stand firm that our speakers and install is fine, it is very easy for anyone to say things after things are done. I know that the "name withheld" salesperson will be calling and I intend to educate him on protection circuitry, or maybe I should not and let him continue to mislead customers. I believe that I am correct. What are your thoughts on this?
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Old 11-09-2004, 03:43 PM
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man your in the right i think anyways. the customer was at fault they did the deed you didnt. and as for the sales person, i'm dealing with one of those mr. "i love to mislead the customer and talk out of my *** cause i suck and i am dating my mom and she says i am cool" type sales people and yeah its getting frustrating. but i think you did the right thing man props to ya.
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Old 11-09-2004, 07:41 PM
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definetly stand your ground. you are in the right and customers shouldn't beleive everything they hear "but they do alot of the times", and let them know do you trust some punk or a trained installer to tell you what is right. [img]graemlins/thumb.gif[/img] [img]graemlins/freak.gif[/img]
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Old 11-09-2004, 11:49 PM
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What did the rear speaker lines have to do with the sound of the front speakers?
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Old 11-10-2004, 11:17 AM
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cujo, once the rear lines actually touched each other, the volume on the deck was fine until a threshold was reached, below volume level 14 all was well, above it the speakers sounded blown, to me an obvious case of either 2 blown speakers at the same time (not), a wiring issue (not) or a problem with the internal amplifier (in this case caused by her rear speaker wires). I still used this as an opportunity to do business and have her booked for rear speakers on Thursday afternoon.

As for her friend who was in here with her because "she doesn't know how to stick up for herself" my reply was "this is her problem for her to deal with and I am dealing with her on it, please be respectful in my store and I will be respectful to you". This went for a good 20 seconds before her cookie trap started spewing all sorts of [img]graemlins/bs.gif[/img] and [img]graemlins/blah.gif[/img] to which I replied, it is time for you to leave, I recommend that you beat me to that door and I mean now, to which I heard "I'll never come in here again and tell everyone about your shi**y service and [img]graemlins/blah.gif[/img] [img]graemlins/blah.gif[/img] [img]graemlins/blah.gif[/img] " Right thanks for coming out you water retaining sea-cow, take a seat. End result, Rob 1, customer is still happy and apologized to me for her friends behavior. Now to see if she shows up on Thursday.

[ November 10, 2004, 12:18 PM: Message edited by: MR2NR ]
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Old 11-10-2004, 11:54 AM
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I really hate when "friends" get involved and intentionally try to escalate the situation.

I had one clients "friend" throw a mini tantrum because we could not allow him to install the clients stereo for him so he could use the money on the ICBC claim for more/better gear.

I informed him that it could not be done and he goes champ on me. He snaps, he loses it.....

So as per the "friend" we are a bunch of scamming bastards that are trying to rip off honest folk.

Basically I was trying to help the guy out by waiving the depreciation that was in excess of $50 and replacing his 2002 gear with current gear and absorbing the price difference to close the deal. It was a low margin deal but still had about 10 points in it. Not good enough for his friend so I told him to take it or leave it.

Two days later the client comes back without the friend and apologizes for his behavior and asked, hopefully, if I would still do the deal.

Sometimes friends have no shame since you normally don't know their name or particulars so they feel they can say/do whatever they want with no consequence.

Until the next time they come in your store and ask for a deal...
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Old 11-12-2004, 10:09 AM
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The "friend" is a ******. It's amazing that the "friends" out there know more about everything than the people who train and work in the industry.

"I know this one's better, the internet told me so!"
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