I had a client buy one of my gittys, I shipped it to them and when they got it the neck was broken at the top where it angles. I build now over 100 gittys and shipped all over the US, this is the first I've every had this happened.
What do you think I should do to make it right? I told them to ship it back to me and I will get it fixed ASAP. Do you think I need to do anything else to make them happy? Has anyone else experienced this from shipping? I'm still in shock that it broke and where it broke is fishy.
Thanks for the advice.
Replies
I'll add one thing. It takes years to develop a good reputation. It takes minutes to destroy it.
I had an online motorcycle parts store a few years ago. When shipping would lose FedX or destroy, (UPS), I'd file a claim if I bought insurance. If I felt I couldn't easily absorb the loss, I'd shell out the bucks for insurance. That philosophy paid off. As far as the guit. I'd make him a new one. Repaired guits are not new, IMO. Better to lose a few bucks than to lose a customer and his friends.
Hope that helps.
i meant to add this before i hit post: if it was damaged in shipment, chalk it up to careless handling: let the carrier make good: if a customer is at fault that's whole different matter: IE: "fishy" sk
Josh: if it broke during shipment then there should be damage to the box: the carrier should have been notified and a claim issued: i am guessing it was insured for damage or loss: look into it a little further: in the end you always want to work with the customer: your name and reputation is everything: hope this helps: sk