"me" wrote in message
news |
| Just wondering if this is a widespread issue or if I'm expecting too
much...
|
| I knew I shouldn't have done this, but I purchased a Miller welder online
| after contacting the local Miller guys via Miller's website "Request a
| Quote/Availability" page. Several days later, they hadn't responded and I
| even received an automated email from Miller asking if I had received a
| response yet. So, I purchased the unit online. The day after ordering it,
| I finally received a response from the local guys.
|
| Well, after less than 20 minutes of welding, the machine dies on me. There
| is only one Miller authorized dealer/service shop in town, and one more 45
| miles away (both branches of the same business). The one in town says it
| will take at least a week to even look at it, and the one 45 miles out
| says at least 2 weeks. The place I purchased it from says I could pay
| shipping to return it, and after they determine the welder is faulty and
| covered under warranty, they will send a replacement, with a turn-around
| of about 2 weeks.
|
| I know I should have bought it locally (although it would have been $300
| more), and should have called rather than use the online
| quote/availability request (smaller town which is still sorta stuck in the
| dark ages), but what kind of warranty service is that?
|
| I know the commercial customers who spend tens of thousands of dollars at
| the local store will get preference, but dang, I expected a little better
| service than "we'll get to it in a week or so."
|
| I've never had to have a welder serviced under warranty before. Is it
| common to take so long? I can understand how they would place me as a low
| priority customer since I didn't purchase the welder from them, even
| though I buy consumables from them, but it doesn't make me feel any better
| knowing I will be without the welder for at least a week, and it just
| doesn't seem right to me since it is warranty work.

I'd have a sit down with the store manager (or better, the owner) and
explain why you did what you did. I suspect he'd be a little upset that his
store lost a sale because someone was being delinquent. If both of you,
after looking at the circumstances, come to the conclusion that the delay
was inevitable, he should still work with you to keep your business, because
he will understand your course of action. You are, after all, his paycheck
and it behooves him to keep you as his customer. These days you can buy
anything you want on line and completely skip the local brick and mortar
stores, and they know it all too well, especially with your recent purchase.
If he still isn't interested in keeping you happy, kindly explain that all
it takes is one unhappy customer to tell ten more who will no longer be
customers. Those ten more tell ten more. I'm sure as a business
owner/manager he's heard these rules before, but it may not be for his
benefit, it might be for the benefit of the employees who cost a sale.
Besides, as warranty work, he gets paid by the factory so there's
absolutely no skin off of his back.