Full Version: Help-What should I do?
From: LARRY (CENTURYBADGE) [#1]
31 Jan 2007
To: ALL
We made up 48 trophies for a 5K run last month. The date on the plates were engraved with 2006 instead of 2007. They were done well in advance of the event. The customer picked them up a few days before the run. At the run it was discovered that the year was wrong. They came in a few days after the run with a few trophies that were not picked up and are requesting a complete refund on the entire order. I offered to send out new plates with the correct date at our expense if they would give me a list of the winners with a letter of apology.
They now say they cannot provide that list. Although I think they can obtain it.
What should I do?
Larry
EDITED: 31 Jan 2007 by DGL
From: Stunt Engraver (DGL) [#2]
31 Jan 2007
To: LARRY (CENTURYBADGE) [#1] 31 Jan 2007
Larry,
Who made the mistake?
Even if it were yourself, a complete refund isn't in order. There is a solution, through re-engraving the plates, which is a much different scenario than if the trophies were cast bronze, resin, acrylic etc.
Isn't there a list of recipient's names, from which you worked originally?
If the organization signed runners up for the event, they must have their mailing addresses.
As I said, there is a solution. Sounds like you're being worked for free trophies.
EDITED: 31 Jan 2007 by DGL
From: Dee (DEENA-ONLY) [#3]
31 Jan 2007
To: LARRY (CENTURYBADGE) [#1] 31 Jan 2007
Larry,
Didn't they look at them when they picked them up? Do they have a web page or newsletter where they post the names of the winners? They may not want to give you addresses but you could supply them with stamped envelopes with the correct pieces inside, if this was your error.
I wonder (I'm being cynical here) if they didn't get the turnout they expected and have many left over. Do they want to return the trophies or do they want something for nothing?
Let us know how this turns out.
Dee
From: Engravin' Dave (DATAKES) [#4]
31 Jan 2007
To: LARRY (CENTURYBADGE) [#1] 31 Jan 2007
Larry,
You made them a reasonable offer to make the situation right. You are definitely being worked.
To sweeten the pot, in addition to what you offered, you may want to offer a modest discount on next year's trophies. This will at least contribute to your chances of getting the group back next year and into the future.
From: UncleSteve [#5]
31 Jan 2007
To: Engravin' Dave (DATAKES) [#4] 31 Jan 2007
My question is if the original order is still in the file cabinet.... and who provided and approved the copy prior to the order being produced.
From: LARRY (CENTURYBADGE) [#6]
31 Jan 2007
To: UncleSteve [#5] 31 Jan 2007
Thanks for the suggestions.
It was my mistake. Yes, they looked at them and had them a few days before the race and did not catch it until they were handing them out. They returned about a dozen of them they did not use and because of the error I gave them a full refund for those returned. I know they have or can get the list of those who one but seem to be working me. It was paid with a credit card so they can file a complaint with the credit card company and get a charge back.
I am sure the winners could not care less.
Larry
From: Joe (SMITTY61) [#7]
31 Jan 2007
To: LARRY (CENTURYBADGE) [#1] 31 Jan 2007
Larry, (If it were your fault..)
Give them the discount for the engraving cost and offer to do the engraving for half price next year. We get that stuff here from time to time.
(If it was your client's fault...)
Re-engrave them for half price. It's a win-win situation for all.
The important thing is to keep customers happy :>
From: RALLYGUY (RALLYGUY1) [#8]
31 Jan 2007
To: LARRY (CENTURYBADGE) [#6] 1 Feb 2007
I have found the charge card companies more than fair in the past in these instances. If it comes down to that....Be open with them, and document exactly what you offered to do to fix the situation. I have yet to be on the short end of a dispute. My guess is that they will accept your offers to fix the trophies....and their willingness to hand them out the way they were proves that the other party was more than willing to let them go as they were. you might considering offering to pay to ship the individual plates to the winners.....so the other party doesn't incur an added cost for that....but I think you have done all the right things so far.
Good luck moving forward....
From: LARRY (CENTURYBADGE) [#9]
1 Feb 2007
To: RALLYGUY (RALLYGUY1) [#8] 1 Feb 2007
Thank you all for the suggestions. I have already offered to mail out the plates at our expense with a letter of apology and touting the the success of the tournament. I think I will offer this again or to send them the correct plates for their mailing and offer them a 25% discount on the entire order against next years race. Does this sound fair? I will let you all know the results.
Larry
From: Engravin' Dave (DATAKES) [#10]
1 Feb 2007
To: LARRY (CENTURYBADGE) [#9] 1 Feb 2007
From: RALLYGUY (RALLYGUY1) [#11]
1 Feb 2007
To: LARRY (CENTURYBADGE) [#9] 1 Feb 2007
From: Stunt Engraver (DGL) [#12]
1 Feb 2007
To: LARRY (CENTURYBADGE) [#9] 1 Feb 2007
Larry,
You've done your part, as a reputable businessperson, in offering a good-faith solution, with an eye to the future.
At this point, if they feel your offer comes up short, you may not want (or need) their future business.
EDITED: 1 Feb 2007 by DGL