Repair Your Attitude Before You Repair The Part
We’re a husband-wife duo running our own small business, sometimes selling, but mostly repairing very specific medical equipment for a specific group of medical professionals in Australia. We receive equipment from all over the country via courier or post, and because of the cost of this, we like to do some basic troubleshooting where possible as often customers can send the handpiece without having to send the entire unit as it will save the customer a little bit of money.
I take a call from a new customer and establish we only need the handpiece. I give him instructions on how to ship it to us and end the call. It is all pretty standard, and I think nothing more of it.
Fast forward to yesterday, when my husband asks me what I know about a handpiece that has arrived. It has come with no note or contact info, save for a mobile number. Thankfully, I know this to be the new customer who called a few days ago. He calls the new customer and I overhear his side of the conversation. He fills in the blanks afterward.
Husband: “Hello, this is [Husband] from [Company]. We’ve received your handpiece and found it will require [repairs] at [cost].”
New Customer: “But it’s only new. I’ve only had it less than a year.”
Based on our experience, it looks approximately four or five years old or like it has been otherwise treated incredibly roughly.
Husband: “That’s strange; it doesn’t look particularly new at all and I can tell there has been an unreliable attempt to repair it in the past.”
New Customer: “It hasn’t been repaired before. Our clinic has only recently opened and it’s barely been used.”
Husband: “Again, that’s peculiar, but I am afraid I don’t know what else to say. This is the repair it requires in order to function again.”
New Customer: “But shouldn’t it be covered under warranty?”
Husband: “I can’t speak for the people who sold it to you, but unless there’s a manufacturer’s defect, then it’s not generally a warranty item. It’s a wearing part, like tyres on your car.”
New Customer: “Well, how long would the warranty last? Because it’s obviously a defect. It’s only less than a year old and it’s barely been used; it has to be warranty.”
Husband: “I would assume a year, but you would have to talk to the company who—”
New Customer: “I bought it from you. You should be offering the repair for free, under your warranty. I only just bought it from you, and the clinic has only just opened and I have barely used it.”
Husband: “Huh? Can you give me the serial from the bottom of the unit? I’ll look it up. I am not familiar with your company name at all, and I haven’t sold any units to anyone in your area.”
New Customer: “It’s [serial number].”
Overhearing this interesting conversation, I am already searching for the serial number for him. It isn’t in our system.
Husband: “No, I am sorry, but I have not sold nor seen this unit before. You haven’t bought it from us, so I can’t provide any warranty, and I can assure you, it isn’t covered under—”
New Customer: “Yes, I bought it from you.”
Husband: “I am sorry, but until today, I had never heard of your clinic, and I have no record of this handpiece nor the main unit in our system. I have never seen it before.
New Customer: “But, I—”
Husband: “And, as I mentioned, it’s a wearing part, showing incredibly high wear on it. It looks several years old, which aligns with the usual lifespan of the part, so whoever did sell it to you would not provide warranty on it, either. You cannot claim warranty on a wearing part that is several years old from a company that didn’t sell it to you in the first place, and which, for the record, has some incredibly dodgy attempted repairs done to it which would have totally voided the warranty in the first place.
New Customer: “Well… I… I’ll find the invoice for it and prove you just sold it to me, and I’ll get back to you.”
I laughed. I told him that the guy was, until a couple of days ago, a new customer who had been referred to us by a medical company we assist from time to time, so I don’t know why he suddenly thought we’d sold it to him. I also Googled his ABN (business number) and the clinic was six years old.
Today, he called back and said meekly, but with no apologies, “We’d like to go ahead with the repair.”