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Taxed and Spent

On 5/17/2017 5:46 PM, wrote:
On Wed, 17 May 2017 08:43:17 +1000, Trevor Wilson
wrote:

The N. Cook thread got me to thinking about some of the worst customers
I've had in this business. The one that sticks in my mind turned up back
in around 1982-ish. I had been operating my business for about 2 years,
after serving as service manager for Marantz Australia.

Anyway, this guy (let's call him Mr Jones) turns up with his Marantz
turntable for repair. At that time, it was close to 7 years old and in
pretty decent condition. Naturally, there were the usual fine scratches
on the lid, which inevitably occur with acrylic covers. No deep
scratches and the timber was in good nick. He did not supply the
turntable in it's original packing box as clearly recommended in the
Marantz manual.

A few weeks later, job done and I called the customer to collect his
turntable. Cost was around AUS$100.00. As was/is my practice with
turntables, after the job was completed, it was stored on a carpeted
rack, with 200mm spacing, so nothing can ever be placed on top of any
turntables stored within. Subsequent to my 'phone call a man I did not
recognise turned up to collect the turntable for Mr Jones several weeks
later. I asked to see the job ticket, which was duly presented.
Satisfied, I retrieved the turntable. Mr Smith looked at the turntable
and pointed out the (very) fine scratches and claimed that they were new
(they clearly were not). I explained as much and Mr Smith said that he
would not pay for the repair and I told him that he would not be able to
collect the turntable.

2 weeks later, I received a letter from Mr Jones demanding that I supply
a new cover, which was available from Marantz for AUS$375.00. I sent a
letter back to Mr Jones explaining the following:

* I did not damage the cover.
* Although I did not damage the cover, if he wanted his turntable to be
kept in perfect condition, that he should carry it around in it's
original packing box.
* Mr Jones had not yet sighted his own turntable and was relying on the
claim of one of his employees!

Additionally, I cited the NSW Uncollected Goods Act, which allows a
repair agent the right to sell uncollected jobs, after 90 days, provided
all possible efforts are made to contact the owner/s.

Mr Jones turned up a week later with the cash to collect his turntable,
whereupon I explained that I did not wish to conduct any further
business with him. Ever.

FWIW: I have retained repairs for as long as 2 years, waiting for
customers to collect their jobs.
I've been pretty lucky with customers. I only had to sue once. My
business is machining but jerk customers come in all stripes. I live
on an island that is mostly rural so it has that small town feel. You
see folks when shopping and recognize them even if you don't know them
personally. Anyway, I had a guy come into the shop with a welding job.
He said his funds were limited and wondered if I could do the job for
what he said he could afford. I said I couldn't but my son could and I
would contact him. This is just good neighbor relations and it usually
pays off. So I arranged for my son to do the job. Then for some reason
my son couldn't do the job when it was promised so I went ahead and
did the job. The customer came to pick up the job and I explained that
I did the welding but would only charge him the lower price my son
quoted. He then asks me if I'll take 40 dollars less. He had obviously
planned to do this from the beginning. By this time I was so fed up
with the whole thing I took his money and told him not to tell anyone
how I had let him stiff me. For years after the incident every time I
would see him in a grocery store or hardware store or wherever he
would turn around and scuttle away. I hope the 40 bucks was worth
avoiding me for several years.
Eric

I would say it was!