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Originally Posted by KEISLERGENE
You guys still aren't getting the fact that this guy tried to decieve us at first,
because he knew he screwed up. We bend over backwards for all customers and offered him a deal as well. All you guys seem to believe is what he said.
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I get it. You think he broke the transmission by not using it correctly. You think he told you he was accelerating down the road, then later said he had the car at a track, and this makes your case that it was misused...because it was at a track. Well hell, I'd leave that part out in my story too. Why? Because you'd jump to conclusions.
I get it. He raced it. It broke. Maybe he broke it. I just don't agree that this makes any difference from a customer service perspective. Bottom line is you have an extremely unhappy customer and are in a position where you could solve the problem at a minimal cost and inconvenience to both of you. Instead, you've spent considerable time and resources pointing the finger in order to not warranty the product. He has to R&R the thing and presumably pay half of the shipping at a minimum...nobody does that for fun; I just don't see the motive or what he has to gain here. Your cost on the parts and labor is far less than what you've lost already by creating an unhappy customer. I'd just fix it and be done with it; or get all your stuff back and show him the door. If for no other reason than to stop my company name from being displayed in questionable light.