I have stuff that arrives supposedly not working or doesn't arrive at all. With me it depends on the value and the customer. Normally they get an automatic replacement or refund.
More expensive stuff has to be 'investigated' (or if I feel the customer is trying it on).
If it is our mistake we send a courier to pick it up and send a replacement in the meantime.
There are laws and their is customer service. Customer Service is the main thing you should concentrate as long as you operate over and above what the law dictates.
|