Proof of purchase/warranty repairs.

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mobygeek

307 posts

Ultimate Geek

#15855 11-Sep-2007 14:57

Hi all, I enjoyed the wet phone bizzo so much I thought I'd start another train of thought. Is that alright, guys/gals and guardians of my latest favourite place? Anyway, here goes. When a customer brings in a phone to send away under warranty it is often hard to explain to them that they need their proof of purchase to actually claim warranty. Of course, we put our sticker on our phones when putting them together, and we can find our proofs of purchase (POP), but we get customer service telling people that we can go to cellect/cellnet and get their POP. So we have an irate customer with one of our loan phones, wanting us to get their POP, and cellnet sends us something telling us that the phone was invoiced to a particular store over twelve months ago! So, I can get info on when the phone was bought by the retailer, but not actually the day it was sold. Doesn't matter if it sat on a shelf for a year, except for some companies and their Early Life Failure procedures, you have twelve months warranty on the handset at least, from the day you purchased it! Sounds simple doesn't it. I also hate it when a customer has had a phone not working properly for a long time and comes in just after warranty has lapsed... (Or just after wetting it and wanting it repaired for the previous fault.) (You can almost hear the screams as I run out the back door tearing my hair out...)

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Ultimate Geek

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#86294 11-Sep-2007 16:21

Technically, there is no obligation for a retailer to track or retain a proof of purchase for a customer. It is and always has been the responsibility of the purchaser to retain their documentation for the lenght of the warranty period. However that said most retailers tend to try and get a proof of purchase for someone on good faith and again that said if the customer can not provide proof of the date then the"cellect' invoice is the only option and that as you know is not always the date of purchase. And yes I do have a small shoe box in my closest with warranty documents in it. I tend to make is a spring clean thing, amazing how many times I have found it useful especially for those small things like the non stick frypan with a lifetime no stick surface warranty that only is non stick for 4 months. Briscoes absolutley love me.

tonyhughes

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#86297 11-Sep-2007 16:43

Also remember that the CGA means a retailer cannot opt out / contract out of fulfilling its legal obligations. So if I buy a $1399 PDA, and it dies after say, 13 months, chances are, the retailer (not the manufacturer, not the telco, not the importer, but the retailer), will likely be bound to have it repaired.

You could argue that a $79 phone wouldnt get the same level of protection under the CGA, and anything in between might be pretty hard to nail down, but the goods have to be fit for the purpose for which they were sold, and last for a reasonable period of time (i.e. Dying at 13 - 18 months is not reasonable for a $1400 phone, but id say it would be for a $79 phone).

Any retailer worth their salt (not just phones, but any retailer at all), should make every effort to find a POP for a customer to give them warranty service. Its just good manners, and good business.

I would never dream of asking one of my clients for proof that their item was still under warranty (although I only do business with other businesses, not consumers). We will always make the effort to find this info ourselves, even if it costs us time and effort.

tonyhughes

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#86298 11-Sep-2007 16:44

Oh, by the way - long live the paragraph!

paradoxsm

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#86299 11-Sep-2007 16:46

"lifetime" lol... yes non-stick stuff never does last as Target proved last week. CHEEEEP!

Like my run in with the "Titanium" drill bits where I shoved them into a mill and abused them on perforating 1" thick stainless plate at full NM force until they were glowing yellow. After the 9th exchange they insited I took the money back option....

Why is it always the cheeeeaaaap stuff ("TRT*" or "Colt*" from the warehouse are great examples) and the real expensice stuff (Matco tools etc)

*Tough Reliable Tools. yes it really does stand for that.

*Colt, a really lame stab at DeWalt tools (rhyming names) and even taken to the extreme of all being the same bright yellow.

CRV really does stand for Comfortable Runabout Vehicle. RVR= Recreational Vehicle Runner. oh dear...

rscole86

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#86300 11-Sep-2007 16:55

Soo many times I have had customer come in saying they cannot be expected to keep all receipts, yet I am meant to keep the receipts of the couple of hundred customer's I see everyday!?!

AFAIK the onus is on the customer to keep the receipt, however if it came down to a day in court then I think you will find that if you have not had a good look for the receipt yourself then the customer will probably win the case.

That just isn't a guess but I know of a few cases where customers who did not have their receipts but could tell the approximate 3-4 months it was purchased in, the retailer was required to get the unit repaired.

I think all round retailers operate to their own rules, ie some of us are more lenient than others etc, therefore it makes more difficult on smaller retailers, who stick to the law, to perform well. As customers come to expect more than they are entitled to, as that is what they have received in the past.

bender

220 posts

Master Geek

#86311 11-Sep-2007 17:47

Well, given any business has to retain their records for 7 (or is it 10 now) years for the IRD by law, finding proof of purchase for a customer shouldn't be a problem. I know where I work we take down the serial of every device that goes out the door so if a customer comes back we just look up the serial and can immediately see the original invoice.

Customers should retain receipts for their own records, but retailers shouldn't be so damn hard about looking them up.

paradoxsm

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#86313 11-Sep-2007 17:51

But some are just idiots. here is a case of good and utterly applling service.

I took an R/C car back to DSE today 18 days after purchase and they were happy to give my money back. Yes, I kept my receipt.
Great service..

Two weeks back a mate was sold a "wifi router" at Harvey-Norman to replace his existing crap-o-link ADSL one and got it home and it wasn't even an ADSL model...
Took it back and they pointed to the "no refunds" sign and did not want to replace it with an ADSL capable one as we had opened the box (it wasn't even sealed)
I quoted many terms of the law which states it was not fit for pupose asked and ended up in screaming match with a manager.
We ended up walking away paying an insanely overinflated price for the new one which was not the brand we wanted or featured as they seemed to be "out of stock of that particular Belkin model with ADSL.

2 weeks later he needed a new laptop and Noel Leeming got the sale instead as a result and actually did a good price. go figure...

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rscole86

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#86316 11-Sep-2007 18:03

bender: Well, given any business has to retain their records for 7 (or is it 10 now) years for the IRD by law, finding proof of purchase for a customer shouldn't be a problem. I know where I work we take down the serial of every device that goes out the door so if a customer comes back we just look up the serial and can immediately see the original invoice.

Customers should retain receipts for their own records, but retailers shouldn't be so damn hard about looking them up.

I only wish it was that easy bender! Not all products have serial numbers, and not everyone keeps a record of them anyway. Can you imagine someone coming in with a surge protector, that comes with a lifetime warranty its been 4 years and now its broken!

They cannot find their receipt, and they "think" they paid cash 3-4 years ago. How easy is that going to find? Also you are part of a chain of 70 stores nationwide, and they "think" they bought it at one of the Auckland stores? They have no idea if they bought anything else, or what the transaction came to.

I have had this put on me a few times, and it can be quite painful trying to find a receipt.

Not trying to troll this, but it is not as easy as it seems, sometimes

bender

220 posts

Master Geek

#86317 11-Sep-2007 18:06

If they don't have serials, then I'd say tough too because it's probably a trivial item. Who on earth brings back a surge protector after 4 years? They're a few dollars to buy a new one.

Anything else should have a serial or wherever you work can create its own serial system and stamp/tag each product with a sticker or something giving it an ID.

rscole86

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#86318 11-Sep-2007 18:11

As I said bender, it was just an example.

Ok so if it was a TV that you bought, not all retailers keep serial numbers. A lot out there do not, or if they do it seems to be or certain items only.

And in regards to the warranties and the CGA, if you told the customer that it was "tough luck" because the retailer did not record the serial number, or recorded the wrong. I would say the retailer would be made to front up and cover it under warranty. That is what mot consumer would expect and want, and I am sure that if it went to court, that would be how it would be ruled.

mobygeek

307 posts

Ultimate Geek

#86320 11-Sep-2007 18:28

The best one is where Telecom sends the phone, and 1) the customer wants us to activate it, (sorry, ring the 0800 number on the paperwork) and/or 2) they throw out the proof of purchase.

I like it when the boss says 'do you still have the piece of paper labeled DO NOT THROW AWAY?' (Oops, not yelling, sorry.)

It's not up to me to find proof of purchase for another retailer, and I think it would be unreasonable for me to be made to repair it if the 'customer' couldn't prove it was me who sold it.

By the way, after being in the game for nearly ten years, I love the idea of putting a sticker under the battery with our name and tax invoice number on it! (We use fine-nibbed waterproof pens.)

'Nuff paragraphs?

nzbnw

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#86325 11-Sep-2007 19:28

mobygeek: The best one is where Telecom sends the phone, and 1) the customer wants us to activate it, (sorry, ring the 0800 number on the paperwork) and/or 2) they throw out the proof of purchase.

I like it when the boss says 'do you still have the piece of paper labeled DO NOT THROW AWAY?' (Oops, not yelling, sorry.)

It's not up to me to find proof of purchase for another retailer, and I think it would be unreasonable for me to be made to repair it if the 'customer' couldn't prove it was me who sold it.

By the way, after being in the game for nearly ten years, I love the idea of putting a sticker under the battery with our name and tax invoice number on it! (We use fine-nibbed waterproof pens.)

'Nuff paragraphs?

1) Yes I get direct (and indirect, i.e. Apco, and thank goodness not for much longer) customers wanting their phones activated, but it's not really that hard to do it for them. If you want a fast way of getting it done, PM me.

2) Yes that also happens all the time, and I also use your boss's line.

3) I don't think in this situation you are required to honour the CGA, firstly, the customer must have their POP, and then second must be dealing with the place of purchase (at the very least the business, i.e. TRS, ORB and LET. But feel free to correct me if I am wrong.

nzbnw

rb85

115 posts

Master Geek

#86491 12-Sep-2007 23:58

Im not sure exactly what the problem is here but getting a proof of purchase is not a hassle at all.

When a customer brings in a phone to send away under warranty it is often hard to explain to them that they need their proof of purchase to actually claim warranty.

Its hard to explain to a customer they NEED their POP themselves, becasue they can tell you're floggin them off.

Of course, we put our sticker on our phones when putting them together, and we can find our proofs of purchase (POP)

In my experience Cellect have no problem finding the correct POP showing the purchase from the RETAIL store.
You could try emailing away for your POP
Attach to the bottom of that email you send, the customers name and contact number (for you reference so you dont lose the post it you wrote it on).
Once the POP is back; if its under warranty, advise and send away.
If its out of warranty, then yay, less work for you.

I also think you should look at speaking to someone regarding warranty repairs, because unfortunatly your frustration is caused by you not having the knowledge and information to merely relay back to your customers.

(You can almost hear the screams as I run out the back door tearing my hair out...)

I know its very hard dealing with some people but youll find if you are well informed, your job will be a little bit easier.
And for those who are just plain difficult, be unbelievbly stupidly crazy nice. Not sarcastic, just F***in nice!!
LOL It works. How can you be rude to someone who is so nice :)

There are many things you will find in your position that you are not obliged to do for customers, then when you do go out of your way 90% wont care.

But im a firm believer in karma...
Guess im just a sucker.

mobygeek

307 posts

Ultimate Geek

#86515 13-Sep-2007 08:55

Oh well, it's not just for me that I started this, it was for everybody's sake, I guess not everyone who reads these forums is a geek, nor are they registered... Mind you, I have had some really great info out of this! As for being nice, I am not really that type of girl! But the english lass is really great at being nice! Plus her accent is better than mine coz she's British! Plus the way she flutters her eyes... LOL (Mind you, I do have my own bunch of avid fans...)

tonyhughes

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#86516 13-Sep-2007 09:06

mobygeek: 'Nuff paragraphs?

Perfect!

We now return to our regular programme...

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