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.

[erg-auto-electrical-wholesalers]

Your a legend.

New old stock..

Wow.. so happy 😃

[davidc4430]

both, not that hard to do and less confusion. the better the description the less trouble later. even on a pair of brushes.

[pennyforum14]

Both, and I think there is an option under item condition on the listing page as well.  Or if not you should be able to type it in there.

[erg-auto-electrical-wholesalers]

Hey Penny,

Would it be classed as new until the box is opened?

These brushes are new in the box.

Thanks.

I understand what you mean by New old stock, but they are not really.

[davidc4430]

you allready said 'they were years old, possibly with oxidisation' so new old stock is what they are. your free to call them new only but dont complain when buyers say they aint new. isnt that why you started this thread? why start a thread if your going to ignore the advice?

[imastawka]

why start a thread if your going to ignore the advice?

Hasn't listened to anyone's advice for a month now.

Name change was subtle,  not

[pennyforum14]

If they have been sitting on a shelf for years gathering dust (and especially if it has been long enough for them to oxidise), then they are definitely NEW OLD STOCK, regardless of whether they are in the box or not.  You should list them as such, and add i the description that they are in the original packaging.

[erg-auto-electrical-wholesalers]

Yes ok,

Seems like I need to examine this a bit futher. Hard to please everyone as they say.

I agree imastawka, someone told you not to comment on a thread if you did not like it.

I guess you are following advice too

😃

[audio-spot]

Just had a look at one of your listings for a starter motor brush for a Landcruiser.

I think you are leaving yourself open for more of the same in the future.

There is a picture of 4 pieces, but I am unsure if I would be getting 1 or 4 or a pair?

Does every Landcruiser ever made use the same alternator, and hence would these suit every Landcruiser?

If it's a one off item that you will not sell again, I can see why it maybe time consuming to add more information in the description, but if you are selling the same item again and again, why not invest the time to enhance the description and thus protect yourself in future?

Example:

Title:

Pair of replacement start motor brushes (suit most Landcruiser, Pajero, Hilux) - NEW OEM

Description:

A pair of quality AEC branded brushes to suit most Landcruisers with a Mitsumi starter motor, particularly 1988 through to 2010.

Made in Korea, we have found these to perform better than the Chinese versions.

Brush dimensions are 15mm x 5mm x 7mm, with the lead length of 25mm.

These will usually be posted within 24 hours of your order, but if these are required urgently, please consider upgrading to Express Post.

If you are unsure if these will fit your starter motor, please contact us with your car model and year, as well as the brand of starter motor you have.

This is an example, but you get the idea (I hope).

[erg-auto-electrical-wholesalers]

yeh thanks, that is a great template to work from.

This is so tricky when you are new.