How do you handle a customer that tells you his product is defective and after you reship he calls and says the replacement is defective?

I work for a well known Internet company, and when we send out a replacement product that the customer states is defective, we send a returns bag and inform the customer that the product will be examined upon return and if found to be in working order that they will be billed for the product and the return postage.

Eemm!! Tricky.

I can see it looks dodgy but quite honestly it can happen.

We had two rooters sent to us and both were faulty...

Maybe a bad batch I've no idea, all I know is that neither worked.

Lets face it, how often does something go wrong... we'll say car won't start, tried for a good hour, nothing doing.

You ring the breakdown service who keep you waitng another hour.

Eventually they turn up turn the engine over and it starts first time, making you look a total idiot.

So it could be the part was working when you tested it but was not working when the buyer received it... it is possible

I had a faucet water filter from Dupont that went bad. The company sent me a replacement that was bad right out of the box. Called them and told them the replacement was a dud. They had the 2nd replacement filter sent to their quality control dept and tested prior to being shipped to me. When I received the 2nd replacement it worked fine. I sent the two defective filters back to them with no problem or cost to me.

A lot of the larger companies try to keep customers happy by sending out a second replacement. I would definitely have the second replacement pretested before shipping to the customer if the first replacement was bad.

I am now a very satisfied customer due to the company taking the extra step of ensuring I get a good, working water filter and not another dud.

I ordered Hunter boots as a present for my niece from 2 different internet companies and both pair (they cost $100+) had this waxy white stuff that made the boots appear used. I returned them both. The companies can make exceptions and still make a profit from the items they sell which are not returned. I am a supervisor in a call center and the customer who always "gets the exception" is the one who is polite, verbal, and persistent. My reps laugh at the customers who curse and lose their tempers. If you are a dissatisfied customer, my advice to you is to politely and firmly "escalate" until you are connected with the supervisor or manager who is authorized to make that "one time exception" to get you off the line.