Date: Tue, 10 Jan 2012 08:25:57 -0500
From: Jody – Tritech
Subject: Engine advice and customer service for unreasonable customers
Regarding the engine where the purchaser won’t let you see what’s going on….tell him it worked fine before it left, and that refusing to let you see it as installed is a complete deal breaker. We’ve had many customers pull the bogus “but I can’t trust you anymore so I don’t want to bring it to you, just refund the money” card in the past, but that’s unreasonable to say the least and displays bad faith on the part of the purchaser.
The simple answer is: you don’t let me help you figure out why my product or service isn’t working as expected? That’s fine; expect the same amount of cooperation from us in return…especially since the people who pull this card are usually trying to get something for nothing. We’re actually about to sue someone for stopping payment on a check and then pulling this same “I can’t trust you” stunt, defrauding us out of both a brand new part and the labor for the requested services. Sometimes you have to stand your ground and demand fair play. If the other party is being unreasonable, you have every right to refuse to be helpful until they are reasonable again.
It’s quite possible that they screwed up the product and don’t want you to see it because of that. (That may be what happened in our case too.) What motivation does a reasonable customer have to hide the product and problem from you if the goal is for the product to work as described?
Hope this helps you, Mark. I’ve met you and I know you aren’t the type to screw someone over.