Author Topic: used ball sale and warrenty (Read 3265 times)

Atochabsh · « **on:** August 04, 2009, 03:23:24 PM »

Here's a situation I'd like opinions on.

Customer buys a USED ball that is plugged and redrilled for him through our shop. Its a nearly (less then 10 games) new orginal Black Widow and we charged him $100 out the door.

6 mo later the ball has lane damage and is cracked all the way around the ball. Unfortunately it is over the 1 year warrenty that our dist. might have honored. The ball is over 2 years old and he's used it for over 6 mo.

Do you......

1. let him argue with the management for a replacement ball
2 tell him he bought a used item and he's SOL
3. prorate him $75 credit because he did use the ball for 6 mo.
4. give him $100 credit even though he bought a used ball that is past manufacterers warrenty.

Of course the feeling at the time is that the bowler wants a 100% new ball replacement.

Erin

ccrider · « **Reply #16 on:** August 05, 2009, 11:02:20 AM »

Not a repeat customer. Never will be if you don't do the right thing. If you are going to sale used balls, you should have a policy as stated above, and explain it to the purchasers before they buy the ball.

In this case, find a used ball, plug it and redrill it, and give it to the guy or charge him a minimal fee.

I would not give him a new ball, but I would do what I thought was right under the circumstances.

By the way, I think my brother has a black widow that he would probably sale cheap.

CC
--------------------
Those that can do. Those that can't complain. Pimpin ain't easy, but it's mandatory.

Most things we like, we don't need. Most things we need, we don't like. Don't confuse your likes with your needs.

Atochabsh · « **Reply #17 on:** August 05, 2009, 12:00:15 PM »

quote:
Not a repeat customer. Never will be if you don't do the right thing.

I absolutely agree, which is why there's just not an off the cuff get lost!

Problem is that this guy wants a NEW ball to replace it. That's what he wants. So we gave credit to the used ball customer to sell them a new ball and that's how we got the Black Widow. And now some (including this guy) would expect us to give the one that bought the used ball, a new ball. Its sounding like a lose lose situation for the pro shop.

Erin

DukeHarding · « **Reply #18 on:** August 05, 2009, 12:11:07 PM »

quote:
quote:
Not a repeat customer. Never will be if you don't do the right thing.

I absolutely agree, which is why there's just not an off the cuff get lost!

Problem is that this guy wants a NEW ball to replace it. That's what he wants. So we gave credit to the used ball customer to sell them a new ball and that's how we got the Black Widow. And now some (including this guy) would expect us to give the one that bought the used ball, a new ball. Its sounding like a lose lose situation for the pro shop.

Erin

I'd give him a new ball, explaining that in the future used balls, are "Not" Guaranteed.
Maybe a sign in the shop.
I buy/sell a lot used equipment, it's always buyer "beware".

The new ball is maybe, a cost of doing business?

--------------------
Duke Harding

Stuff on eBay...

snowspike1 · « **Reply #19 on:** August 05, 2009, 12:34:37 PM »

quote:
Quote
i have a VE that after bowling 2 complete gms with it the 2nd frame of the 3rd gm the lanes took a chunk off the top edge of my thumb hole and the owners gave it to the pro shop and were told they could fix it by plugging it (hello ball was 2 days old) wasn't about to have it plugged so they sanded the edge not as bad for feel, but now i need to have tape cause they messed up the size of the thumb (insde).

wont be bowling in that house again( neither will the rest of my team)

again you throwing the ball down the lane is a risk you take... they were going to fix the problem by plugging the thumb and making it good. What more did you want them to do?

Once the ball has been plugged, there goes the warranty.

Edited on 8/5/2009 12:35 PM

joegunn · « **Reply #20 on:** August 05, 2009, 12:40:24 PM »

A possible option is to offer him free drilling (minus slug/lifts) if he buys an internet ball. I agree with most of the others that a used ball is on the buyer...it's not like it cracked the first time he threw it.

ccrider · « **Reply #21 on:** August 05, 2009, 01:19:41 PM »

People buy from a proshop because they expect some sort of guarantee that the ball is o.k. Your reputation is worth something. A reasonable person would not expect that a used ball is going to crack like that. If you, as a proshop, do not intend to meet your customers reasonable expectations when they purchase a used ball from you, you should make it clear that you are selling with no warranty.

You failed to do this, so take some of the responsibility for it. But, I would not give the guy a new ball. I would give him a prorated credit, or, if it was cheaper, replace the used ball with a clear disclaimer for future reference.
--------------------
Those that can do. Those that can't complain. Pimpin ain't easy, but it's mandatory.

Most things we like, we don't need. Most things we need, we don't like. Don't confuse your likes with your needs.

spmcgivern · « **Reply #22 on:** August 05, 2009, 01:55:25 PM »

Maybe it is because I don't own a pro-shop, but where is there any fault or responsibility on the pro-shop owner? The ball was damaged from the "lane" and subsequently acquired a "crack" all the way around the ball. Where did anything the pro-shop owner do to cause this damage? It is the bowling center's responsibility to "make the customer happy."

I have managed bowling centers and in my cases, there was always an agreement between the center and the pro-shop where any damage to a bowling ball, if repairable, would be conducted by the pro-shop and paid for by the bowling center. If the ball was damaged beyond repair, then the bowling center GM and the customer would discuss possible reimbursements.

I can understand not wanting to lose a customer or "do the right thing," but if you drilled a ball and in no way did the ball drilling cause the damage, then why would you feel obligated to do anything.
--------------------
I am not a pro-bowler, but I do play one on BallReviews.com

Nor Cal Bowler · « **Reply #23 on:** August 05, 2009, 02:38:21 PM »

quote:
People buy from a proshop because they expect some sort of guarantee that the ball is o.k. Your reputation is worth something. A reasonable person would not expect that a used ball is going to crack like that. If you, as a proshop, do not intend to meet your customers reasonable expectations when they purchase a used ball from you, you should make it clear that you are selling with no warranty.

You failed to do this, so take some of the responsibility for it. But, I would not give the guy a new ball. I would give him a prorated credit, or, if it was cheaper, replace the used ball with a clear disclaimer for future reference.
--------------------
Those that can do. Those that can't complain. Pimpin ain't easy, but it's mandatory.

Most things we like, we don't need. Most things we need, we don't like. Don't confuse your likes with your needs.

you need to re-read the original post...
--------------------
_______________________________________________

http://s450.photobucket.com/albums/qq229/NorCalBowler/visionary/

Are you suffering from "ball death"? PM me, I'll paypal you the shipping costs to take it off your hands.

Mike Austin · « **Reply #24 on:** August 05, 2009, 05:37:22 PM »

quote:
Maybe it is because I don't own a pro-shop, but where is there any fault or responsibility on the pro-shop owner? The ball was damaged from the "lane" and subsequently acquired a "crack" all the way around the ball. Where did anything the pro-shop owner do to cause this damage? It is the bowling center's responsibility to "make the customer happy."

I have managed bowling centers and in my cases, there was always an agreement between the center and the pro-shop where any damage to a bowling ball, if repairable, would be conducted by the pro-shop and paid for by the bowling center. If the ball was damaged beyond repair, then the bowling center GM and the customer would discuss possible reimbursements.

I can understand not wanting to lose a customer or "do the right thing," but if you drilled a ball and in no way did the ball drilling cause the damage, then why would you feel obligated to do anything.
--------------------
I am not a pro-bowler, but I do play one on BallReviews.com

+100

Atochabsh · « **Reply #25 on:** August 05, 2009, 08:57:51 PM »

Update

After a 1/2 hour meeting with my shop driller/manager and the center manager, the customer is not 100% satisfied. He was adamant that he wants a NEW ball. The center manager was adament that he was to be made "whole" (not "whole +"}and that he was not getting a new ball. We currently have 3 used balls that all retailed for more then the black widow at their original time of purchase. All with less then 30 games on them. (I know this because they were mine). He didn't want any of them. He wanted the new Sting on the wall. The center manager said NO, you will get a comparable USED ball and I will pay for drilling, slug etc..... But you are not getting a new ball. The manager also warned him that if he wanted to talk to the center owners that he would certainly get less in this deal then already offered. The customer left with his cracked ball and "I'll think about it".

Erin

Pinbuster · « **Reply #26 on:** August 05, 2009, 09:10:00 PM »

I believe the center is being more than fair.

You buy used you get the good with the bad.

The only obligaton the proshop would have would be to the plug work and the drilling.

Depending on the type of lane damage the house could have responsibity.

Sounds like they are trying to do the right thing.

BW · « **Reply #27 on:** August 06, 2009, 03:15:06 PM »

Don't worry about it.

The center accepted responsibility and made him a fair offer. He's trying to take advantage of the situation and will only be a problem in the future.

People like him tend to hold grudges. I seriously doubt he will ever be someone you consider a good customer.

BW · « **Reply #28 on:** August 06, 2009, 03:19:55 PM »

Also, put up a sign in your shop clearly stating that used balls come with a 30, 60, or 90 day warranty from the shop. I've had people come back years after purchase expecting some kind of warranty consideration.

Even if there was no lane damage, you can't be expected to be on the hook forever. Spell it out and then abide by it.

Author Topic: used ball sale and warrenty (Read 3265 times)

Atochabsh

used ball sale and warrenty

ccrider

Re: used ball sale and warrenty

Atochabsh

Re: used ball sale and warrenty

DukeHarding

Re: used ball sale and warrenty

snowspike1

Re: used ball sale and warrenty

joegunn

Re: used ball sale and warrenty

ccrider

Re: used ball sale and warrenty

spmcgivern

Re: used ball sale and warrenty

Nor Cal Bowler

Re: used ball sale and warrenty

Mike Austin

Re: used ball sale and warrenty

Atochabsh

Re: used ball sale and warrenty

Pinbuster

Re: used ball sale and warrenty

BW

Re: used ball sale and warrenty

BW

Re: used ball sale and warrenty