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very picky customer


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so I had this customer call me today and complaign about 2 little fibres in the back glass right at the bottom corner and they demanded that we redo the back window. but my partner and me explained the whole car is perfect except for that, and we warranty it. then I get a message on my voicemaiul and she sayd she went somewhere else and it will cost 200.00 to fix it and she wants her money back, just wonderin what you guys would do. im kinda pissed because I wasnt even the one who did the back glass, I did all the sides and the problem is on the back glass, which means I will be giving back money for something that I didnt even do.

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I once had a customer call and apoligize for complaining about his rear window. I told him perfection was rare and that I couldn't do it over again and make it any better. He called later to say that he looked closely at a bunch of rear windows and the only ones as good as his, had my little sticker in the corner. Got to educate the custy.

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Guest Key West
so I had this customer call me today and complaign about 2 little fibres in the back glass right at the bottom corner and they demanded that we redo the back window. but my partner and me explained the whole car is perfect except for that, and we warranty it. then I get a message on my voicemaiul and she sayd she went somewhere else and it will cost 200.00 to fix it and she wants her money back, just wonderin what you guys would do. im kinda pissed because I wasnt even the one who did the back glass, I did all the sides and the problem is on the back glass, which means I will be giving back money for something that I didnt even do.

Nobody should be giving ANY money back if it's just 2 TINY fibers, depending on your definition of tiny. IF anyone should be giving , it would be the guy who did the back glass. If it were MY shop, and the problem "fibers" were marginal, I'd probably redo it for the custy (depending on her attitude) at MY cost. I have NEVER charged an installer for a redo I chose to do to satisfy a Hyperpicky custy.

If the fibers are a real problem, the back glass guy would be redoing it for free. Unless someone is screwing up alot of film, I never charged them for redos. They just didn't get paid to redo it. If there are too many redos, then thats another issue. :eyebrows Sounds like your boss is an ass! :dunno

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Dont give her money back just fix it for her :eyebrows . If she wants to go elsewhere then tell her you will remove it then she can pay to get it tinted elsewhere then come back to you for inspection. Tell her if its a better job youll refund her money. Critize her like she is crizing you. :dunno Hopefully the other shop doesnt do a better job. :please Good luck

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Guest willie
Dont give her money back just fix it for her :dunno . If she wants to go elsewhere then tell her you will remove it then she can pay to get it tinted elsewhere then come back to you for inspection. Tell her if its a better job youll refund her money. Critize her like she is crizing you. :eyebrows Hopefully the other shop doesnt do a better job. :dunno Good luck

agreed :please

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im kinda pissed because I wasnt even the one who did the back glass, I did all the sides and the problem is on the back glass, which means I will be giving back money for something that I didnt even do.

Keyword here is partner! If he has to eat it then you have to eat it.

Now that aside here is the problem that I see. If the other shaop said x amount to fix it, then they must feel that they can do a better install. Not saying they are better tinters, then you and your partner. Just that they feel they can get it done with those two little fibers, and they probably can. As I am sure so could your partner if he redid it! so now the questions lies, why not just redo it? unfortunetly for us we have to deal with these super picky cutomers, who will never understand that those two small fibers should be acceptable. Instead we have to redo work that in our minds should just be left alone, and accepted as a quality intstall. Especialy if you have competition who will easily say yes I will redo it for you, and have it perfect. Personaly if she came to me with that complaint, and the fibers where inded just tiny little things. I would tell her that the job is in fact a very good job, and that you have to allow for minor imperfections, because it is a hand applied product, but not everyone is me!

Now onto the other point of a refund. I dont believe you should have to give her the money back just because she is super picky, but I would redo it for her. Although I would tell her that if it came out worse then that is all that I can do for her. Since you did explain to her that it is just a minor imperfection.

Now as far as her bad mouthing you. I am sure that when her friends see the job, if she even has any, they will say to her your complaining about those two little things. As was stated before that people have had customers apologize for bieng out of line. ( out of ten times that happens, because they show other people there problem, and they tell them to relax it looks great to them!

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explain to her that the job is close to perfect. you will redo it with her permission but you cant guarantee that it will come out better. chances are that it may come out the same or worse because you are adding in another element, removing old glue. but explain to her that you will do YOUR BEST to get it to her standards. if you redo it and it doesnt come out better, explain to her that she is welcome to take it to the other shop and have them redo it, however if it is perfect; you will only refund her for the backglass only.

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