Can someone help me with a recent customer complaint, and how to improve.

[erg-auto-electrical-wholesalers]

Hi All,

I had an irate customer upset about an item, they were upset because (1) the length of the item was 5mm shorter than what was described - set of alternator brushes.

They also ordered the springs to match, so I listed them and they purchased them 2 days later.

It was noted that he mentioned his car was off the road.

Anyways, I put the matching springs with the brushes as they were both for the same item - Alternator.

Next thing I know I get random messages threatening a refund as the item was shorter than described and the beush lead came out of the side. However, this is correct, and you only fold the brush lead around the back, and put it through the spring. Anyways, I am not sure he understood.. But, non the less, was seeing red.

I offered a paypal refund, but they were insistent they would contact paypal.

Even though I waited 2 more days to send the brushes with the springs they were upset as they just wanted the brushes urgently.

It was ordered Sunday, we have 1 day handling and 2 to 3 days deliver.

Would make it Friday for delivery anyway.

It arrived on Friday even waiting the 2 days to add the springs.

I am not sure what I can do to prevent the idea that they should be reliant on us. I personally wonder whether I should put a note in our title saying, 'if it is urgent, please see your local auto electrician'.

They went through the process of a paypal refund, and even though I could refund them. I mentioned I could refund immediately.

It was still the right part. I got accused of all sorts of things, but in reality, this was the right part

=/

Also, I am considering blocking this person.

Although I appreciate their business this is too rediculous form my perspective.

Any thoughts about taking the pressure of delivery times for urgent items.

Thanks

i could not refund the amount as they already sent a ticket to paypal.

The customer realised how they fitted in the end, and I also have my technicial support phone number. But maybe did not see it, or did not care.

Either way, not good.

They were happy in the end. But too much.

[audio-spot]

Remember: some people will buy from the title and picture only (without reading the description). Therefore, if you use a generic picture and it varies slightly from the item you are supplying, you will have problems.

I usually avoid buying from someone where the photo is generic, especially when it is a 2nd hand item as I can't guage the condition of the item. 

If I thought I was buying a new set of brushes, and they arrived tarnished because the had been sitting around for years, I probably  would also be annoyed. 

[erg-auto-electrical-wholesalers]

The photo of the brush is actually the photo of the brush.

And, there is actually nothing wrong with the way it looked. You can see it is brand new as there is no marks from the slip ring.

It has been on the shelf for 2 years, nothing unusual about this though. No one keeps items fresh in stock form an auto electrical supplier. Would be silly. Imagine large companies dating their items, and then having to change all their catalogues, and too hard to define when old is old.

Too silly.

It was just the appearance. Like I said an autoelectrician would see it as new.

Brushes come in all different colours of dark grey/copper, so maybe they were confused and expecting it to glow.

Every brush has differnt brightness of copper.

Some have more copper content than others.

[erg-auto-electrical-wholesalers]

here is the original

262318861154

And here is one, I think they expected to look like

262318861469

They are two different applications.

two different compositions.