Ive asked in other forums, but a recent development makes me ask again.
I sold a dude a comp
http://www.techimo.com/forum/t36664.html
and it had a brand new envision 17" monitor with the balance of the 3 year warranty on it. I had the monitor setup with the comp for about 3 weeks or so before I sold it. The guy who bought it is a total comp newby. Anyway, he calls me the other day and says he just set the comp up and he goes to play a game of solitaire...he goes to click on a card and the monitor goes black. I told him to make sure the cord is connected etc. I asked him if the little light on the monitor was on, he said it was orange..and if he cut the monitor off and then on again (with the comp still on), it would go green for a second and then back to orange.
So I told him Id come out and look at it in a few days when I got time...he said it was no big hurry.
Now...we didnt really discuss a warranty at all except that I told him the monitor had the balance of the warranty still on it since it was brand new. But the question now is....what to do about the shipping costs. obviously if the monitor is bad it needs to be shipped back to the factory.
How much does that usually cost approximately?
Should he pay it...I pay it..or should I offer to split the cost with him?
I just told him on the phone that sometimes monitors dont do well being moved and that sometimes even brand new monitors fail after you transport them.
But a point to consider is that this is my first full computer sale and word of mouth is very important. I have other new monitors here and I could simply swap it out and worry about the other monitor myself.
here's a question...if I ship it back will they repair it or replace it...if they replace it will it be a new monitor or refurb?
If I give him another new one, itll feel weird then trying to sell the repaired one as new.
I have a used 17" monitor thats in good shape and I suppose I will loan him that one while the other is being shipped back.
I have learned that next time I will explain about shipping costs being the customers responsibility. Also I will make sure the monitor is re-boxed in its factory box and that the customer needs to keep the original box. (he took the monitor but not the box...I still have the box etc). Maybe if we would have packed it back in its box it wouldnt have gotten shook up.
Anyway, any feedback about the shipping costs or should I just swap out monitors and eat the shipping costs myself. I wanna have a good name for treating peeps right. I think a home business guy needs the good name even moreso than a B&M store cuz some peeps are a little leery of buying from an individual anyway.
What should I do about the shipping costs? How much does it cost to ship a monitor? Should I just swap out monitors or should I ship it off and loan him the used one till his comes back? What are some good warranty policies for the future? Should I just tell peeps they have a 30 day warranty and that if I give the same warranty as the store across town then I will have to charge the same high price also?
Thanks for any advice or feedback, JP
PS...I cant recall exactly but I made about $225-$275 profit on the sale so that figures in to the decision a little...in other words if I had to pay $25-$35 shipping it wouldnt be the end of the world to me.
) the company i bought it from sent me a new set and said ship us the old ones in the new box. a call to where you bought it from might clear these things up for you. just tell them that your moniter is on the fritz and you still have the warranty and recipts and junk. they should hook you up. at the least i would think they would send you a paid shipping label for ups. and this way the guy who bought the computer can use the spare you got untill it comes back.
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