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Originally Posted by finneyp Nikhil, each of your post is sounding contradictory to each other!
First, you say 99% of customers are 'idiots', and later you say this is not a problem with 99.99% of the cases and just a odd case where customer tries to argue and shout.
Please do remember that this is Automobiles User forum, comprising mostly of owners and users of Automobiles, so when you discuss something here you need to think from the Users point of view and not the Dealer's side of things.
When it comes to tyres, most of us have only laymen's knowledge on tyres, we can never makeout from a budge on a tyre whether it is a tyre defect OR caused by bad roads etc.
Hence, please try to help us by sharing more knowledge on tyres & other related stuff, instead of blaming customers for everything. |
Arrey Baba! I already said sorry for using those words. I was just letting off some steam!
I am not blaming customers for everything.
Anyway, in this case, I categorically take back what I said in the first post you have quoted.
About the dealer's side: Well, most people on the forum give the user's side of things, so why not have a dealer's side as well?!?!
Very frankly, there is nothing that I can share which people on this forum dont already know! I've been working for only 6 months and my knowledge is nothing compared to some of the other members on this forum like Ishan, kpzen, etc. I will of course try to contribute in whatever way I can. I just need to keep a rein on my temper. lol..
And I am not blaming customers for everything! I'm very sorry if I gave that impression.
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A business enterprise thrives on their customers, so a sensible enterprise will try to keep a customer happy & satisfied to a best possible extent.
And when a customer pays Rs.3000+ for a tyre, he will definitly look for quality & value for the money he spent!
Dismissing him as an idiot is not the right way to do business!
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Please stop holding the idiot word against me! I said it was a mistake. It was basically an outpouring of sentiment which led me to just generalise when I shouldnt have. I've said that clearly in this thread. Do you expect me to write a written apology and sign it?!?!
I am aware of that! Any sensible enterprise will try to keep a customer happy if it is in our hands. That is why I told in one of the earlier posts that you can get a replacement straight away from the dealer if you have a good relationship with him.
I'll give you a dealer's perspective on this.
Customer A is very well known to me. He buys tyres on a regular basis(or maybe he is just a regular customer for WA/WB). He has recently bought a set of tyres. Unfortunately, one has developed a bulge. Let us just assume it's a Michelin PP2.
I know the customer very well. I open the tyre and see that there is a cut on the inside of the tyre(this cut happens because the rim basically hits the tyre and makes the cut when you hit a pothole).
I show this to Mr. A and tell him that chances of getting a replacement from Michelin is very less. He says I need a replacement tyre. I know him quite well and I trust him not to just run away with the tyre in case the company rejects his claim. I immediately get a new tyre fitted and he leaves.
This is what you all want from the tyre dealer. We would like to give this kind of service as well.
Now, look at another case. There is Customer B. He has bought tyres from us for the first time. Another set of PP2s. He comes back 2 months later with a bulge. We dont know this customer well. He had just come for the tyres. If we give him a replacement, what guarantee do we have that when he comes to know that his claim has been rejected, he will just keep the brand new tyre that we have given him and refuse to pay us?
We are at a major loss in that case. We dont get any money from Michelin. The customer doesnt pay us. And this doesnt mean this Mr. B will come back to us because he knows if he does, we will ask him to pay for the one tyre that he took from us. I not only lose a customer, I lose money as well.
In an idealistic world where everyone is trustworthy, I can go out giving replacements without waiting for the company to respond because I know that the customer will come back and pay me for the tyre if his claim is rejected.