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<p style="text-align:justify;"><em><strong>The customer approached you in the next3 consecutive weeks with some major complaint. Generally the product is complaint free for the normal usage say10 hrs per day ,2 hrs running at a stretch and a break.3rd time you just inquired the details but he was normally replied it as a casual mistake. You have also made a spy inquiry in which you came to know that the same is being used in two shifts and with excess usage.3rd time customer insisted you to replace the product. What will be your reaction and how will you deal the customer..the warranty is in force, the law protects the customer rights, you cannot prove that the complaint is because of excess use. The customer is with adamant attitude. What will be your action in this complaint to make the issue solved?</strong></em></p>
It's still under the warranty. Cannot spy on anybody. If you can proof a real abuse in the shop to the generator then the warranty is void.
It should be repaired for him free of charge until the warranty is over, but no exchange.
Good question but it is mostly about sales which is not my field of expertise ))
You can issue a RAMA#, send documents for the customers to explain the problem which needs to accompany the return freight and send the new motor or rather coordinate pick up; not sure if you are utilizing your own truck or using a3rd party logistics provider like UPS freight...
or if you want to spend money on sending a technician and see what is wrong with the product and see what he recommends ..., but since the customer already called several times just issue a RAMA and replace the motor. At times flaws of a product only occur when it is in production. It saves you a big headache, since it is still under warranty ...
Although there is a mistake of customer but as every one says that the product is in warranty, so it has to be replaced...
I agree with Alex there. Repair unless you can prove significant misuse of the product.
agree with mr.akex and Divyesh Patel
In the warranty period, you are not obliged to replace the generator as long as you can repair it. You can inform the customer that if the test show that the generator was overloaded, the customer will pay the repair costs. If you are sure the problems are because of overload and/or misuse, you may charge the customer for the repair. You can keep it subject to negotiation with the customer.
From your explanation, this such kind of customer who will keep coming back, even after replacing it, he will come few weeks later with another request to replace the new one.
The.technology is so advanced and these type of customers can be handled easily. With the GPS installed in the generator we can get the performance report like starting time and ending time of the operation. We can in the worst scenario hand over the report to the customer and warn him through a letter that the warranty will cease if the generator is abused. if not GPS we can arrange a service engineer stationed at the customer premises to check the functioning of the generator for sometime.Normally you do not have adamant customers. but you will once is a way have customers who will have to be handle in unconventional ways. Installation of GPS is not expensive and i have done this to some of the generators used by our own employees in remote work sites. Another way is to lock the fuel tank and when ever the fuel is exhausted then our service engineers will have to go and fill the fuel so we will know the usage time. These are only some of the methods and you can arrive at your own ideas which may be easier and better than the ideas i have mentioned.
