Re: Damaged books (fwd)

["S. Hieber" <shieber@yahoo.com>]

I suggest we offer: to take the books back and when we
receive them we will refund his money and return shipping
charges.  Advise him that although we do the best within
our means to ensure that books arrive in good order, we
cannot gaurantee against some minior shipping damage, which
might occur if we reship a new order to him.  So he should
decide if he wants to reorder.    

We should explain to Diana our reasoning?

How many book sales a month are we talking about? 


sh
--- Erik Olson <erik@thekrib.com> wrote:
> Sorry for the late reply... been busy videotaping and
> editing wedding 
> today.  
> 
> It's funny, 'cause my initial reaction was the exact same
> as yours, "woah,
> this is very uncool."  Then my second reaction was,
> "well, I guess he was
> kind of presumptuous and obnoxious about it, so I could
> see Diana's
> point."  Where I am right now is agreeing with the rest
> of you, thinking
> that BECAUSE Diana was so obnoxious back, we should just
> refund his money
> rather than see this get worse.  I know Diana has done
> this sort of thing
> in the past, so I'm a little worried that overriding her
> decision will end
> up with yet another abandoned AGA position.
> 
> Scott is also right, we don't have disclaimers that say
> "not responsible 
> for items damaged in shipping" or anything, so we should
> probably respond 
> positively, probably offering to completely refund his
> money.
> 
> Any suggestions on how to proceed here?
> 
>   - Erik
> 
> On Sat, 1 Nov 2003, David Lass wrote:
> 
> > I come down also on the side of taking the small pain
> in the neck and
> > pocketbook and being responsive to this fellow. It has
> not really been a
> > probloem in the past, and if it becomes one in the
> future we can make a
> > policy decision, but for this single one we should what
> he wants to keep the
> > Customer happy.
> > David
> > 
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> 
> -- 
> Erik Olson
> erik at thekrib dot com
> 
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