Service Call today
Got a call from a customer today reporting one of my units was malfunctioning, and ate her money. I'm mailing her a refund for the amount she stated, as well as a basic "Sorry" form letter. I'm rather surprised- this is the first time this particular machine has malfunctioned. It was product getting stuck above the auger though, so I'm not sure there's much I can do to prevent these sorts of issues in the future.
Does anyone have a set refund policy for your customers? Malfunctions and breakdowns happen to me so infrequently I've never really put together a set plan beyond "Apologize and refund money", which has worked alright for me so far. I'm curious if anyone has another way of doing this.
No refunds!!! Just kidding. Miss vends happen, especially running toy capsules. I usually just let the location know that 'we'll cover any refunds, just keep track of them' and they will.
Excellent advice, I've established a system like this at most of my "core" stops now. I made up a form for the location to list any refunds they give so that they can be properly reimbursed when I stop, and they seemed to like that. Once again, thank you JA!
However, on a related note, I've begun getting service calls pertaining to my product mix. In order to offer products at lower prices, I will usually opt for the "product/sticker" mixes for a lot of my popular items. This is the difference between me selling Flatline's ducks at 50 cents as opposed to a dollar each. I have received a few complaints regarding guests who received stickers rather than the "listed" product. The stickers are noted on the displays, but not in a way these people seem to notice. I hate to lose customers over this sort of thing, yet I cannot offer a refund for something that didn't really go wrong. Is there a good way to diffuse these situations peacefully?
Thanks again JA, your expertise is most appreciated!
Yeah I learned that lesson with a toy/tatt mix from SSM. You want your customers happy and not kicking your machine, if your getting calls I would stop running that mix. You dont want people mad at the owner he may just kick you.
As to your phone number on machines, I dont do that, I give the location my card w/#. Sometimes other vendors call and try to tell you they are the business and pick up your machines, sometimes people call just to gripe so you may want to take your number off.
Last edited by JAVending; 03-05-2013 at 08:53 AM.
I figured changing mixes was the best way to go about it. It just stinks that I'll have to raise the price-points, as I'm sure sales will stagnate. Oh well, not much I can do to fight it at this point.
Originally Posted by JAVending
As to phone numbers, it was a requirement for one of my earlier stops to have it posted on the machine, and since most of the other smaller operators were doing it, I did too. I suppose that probably wasn't the smartest move in the long run...
I recently had a service call today too for a U turn. I had fixed this U turn in the past, but it seems to be the same machine that continues to have ongoing malfunctions. I really don't know why. Perhaps, it's the mech?
Anyways, I've decided to take that spot out. It was making ''okay'' money but the owner seemed pissed when he called. Basically said fix it or take it the hell out. I don't really want to have that spot on my list now, the guy is always grumpy and watching over me.
Sorry to hear it! Was it just one mech consistently jamming, or was it the whole unit causing trouble? I'd take that unit apart and fix whatever is broken to make sure it doesn't cost you another spot.
Originally Posted by Stairway JLM Vending
Good luck JLM, I'm sure you'll get more good spots in the future!