Good lesson learned, even if it was an honest mistake, to double check what you're taking out the door...
that's the issue for me. If I paid for new in box, I expect new in box. Telling me you'd fix a broken one for what I paid new value for is unacceptable....If that's the best they can do, then a full refund should also be an option....if the item was that hard to find and it was my choice to keep it then I'd expect to be refunded the difference between new and refurbished - no surprises...Wouldn't an easy fix now be for the store owner to refund the difference of value between a new PF-9 and a used one. If I were the customer here that would be an acceptable compromise.
You may tolerate your workers' incompetence, but not me.The Unemployment people would love you. Firing them is overreacting, because the customer overreacted. He should have calmly adressed the upper level of management, as he did in the end, and he would have had a resolution.
You may tolerate your workers' incompetence, but not me.
First of all, there was the very initial incompetence of whomever checking the gun in as it was received from Kel-Tec or distributor. How can anybody tell me that if they had looked at the gun's serial number and not seeing that big ass crack is beyond me.
Then the other incompetence or negligence arised when the sales rep did not properly inspect the gun AGAIN when it was sold to the customer. How can you suppose to verify the serial number on the gun to make sure that it goes on the Yellow Form and not see that big ass crack?
Then the final incompetence/apathy/negligence/stupdity of the store manager who told the customer to resolve the issue on his own without explaining to him that it's in his best interest to go to Kel-Tec because the new gun would get to him faster than the store can get him a new one.
You're right though. The worker bees may not need to be fired but the store manager's got to go for damn sure. He is ultimately responsible for not only his action but the action of the workers underneath him.
And I'm a manager for a multi-billion dollars constructtion company. I'd rather get rid of dead weights than having them dragging my company down. BTW, if you fire them for cause, they can't claim unemployment.Let me explain it like this. I have been a manager in retail and food service industries. You cannot fire every employee that makes a mistake or ticks off a customer. It will cost YOU in the long run.
Unemployment is a pool system. You pay a percentage into the your pool. When someone gets fired, they almost always get unemployment. When your people claiming unemployment goes up, so does your percentage. When you fire people for any little thing, and you end up with 4 or 5 people on unemployment, and you only employee 10 or 12 anyway, you are going to be paying a very high percentage into unemployment.
So, while you may say it would make the customer happy, or it would satisfy you to fire them, its not a business savvy thing to do. You should correct the employee, give them a few days off without pay, make them apologize, do whatever is necessary, and make a written warning of it. That way, when they do it again and you fire them, they cannot claim unemployment as it was an ongoing issue they were given written warning on.
For being rude to a customer would not qualify as cause. I have spent a lot of time dealing with unemployment claims. If you dont have at least one written warning in place you will be paying, in most cases. I am glad that you take the time out of your multi-billion uber important job, but I would think you would understand how a small business is impacted by Unemployment laws. Here are the basics, from both parties, and these are the admitted facts:And I'm a manager for a multi-billion dollars constructtion company. I'd rather get rid of dead weights than having them dragging my company down. BTW, if you fire them for cause, they can't claim unemployment.
You have got to be kidding me?!!I stand behind the store on this one. If I buy a defective product it is the manufacturer's responsibility to fix it, not the store's.
+1You have got to be kidding me?!!
It's the store's responsibility to address any defect before it gets to the customer, especially something as glaringly as a big ass crack that ran down the side of the pistol. It ain't like the machinist missed polishing a spot on the feed ramp and caused failure to feed. IT'S A BIG ASS CRACK ON THE SIDE OF THE PISTOL. How can the shop employee(s) not have caught it when they were logging the gun in from the distributor?
Here are some facts too:Here are the basics, from both parties, and these are the admitted facts:
1. The clerk and the female customer both handled the gun in question before it left the store
2. The display model had a blued slide, the customer wanted a parkerized slide, thats the reason they pulled one from the back, the only parked on in the store
3. Customer finds problem and comes back to store
4. Customer wants an exact replacement, one is not available. The only model available is blued, customer does not want one. Customer brings up taking it to kel tec, the manager suggests its a good idea, as they will fix it while he waits.
5. Customer, without complaint, leaves store to go to kel tec.
6. Customer then posts on the internet about how horrible he was treated and how they tried to rip his wife off, etc.
After all this, the people on the message forums start making wild accusations based upon misleading information posted by the OP. If you go back to the original thread you will see that the OP admitted to the facts of the issue, he just "wasnt happy."
This is all a stupid argument that does nothing but badmouth a business that does not deserve it, they did everything they could. OFfered exchange of a different model, refund, etc. They cant make a new one.
I've seen plenty of guns sold with the label on the box still sealing it shut. Meaning it's pretty standard practice in the gun sales business to log guns into the book without opening the box. The distributors don't open the box, they go by what's written on the outside, so do many dealers.Here are some facts too:
1. The gun must have been logged into the book (by law) when it was arrived. The only way to do this is to look at the gun's serial number on the frame. For some reasons the crack was not identified at this point so that tells me:
a. The employee; whomever that was, did not do a proper serial number verification and instead went off the serial number on the box = neglect or incompetence.
b. Assuming that the employee who logged the gun in did it properly by eyeballing the serial number off the frame, somehow after that was done, the gun cracked on its own out of magic or something = the little green men/UFO/gremlins did it.
2. When the gun was presented to the customer sealed in a case, that tells me that:
a. The employee, whomever that was, did not do a proper serial number verification for filling out the Yellow Form and only went off the serial number on the box = neglect or incompetence.
b. The employee done his/her job properly and inspected the gun itself, everything was good to go, but somehow between the walk from the back to the front the gun cracked on its own = little green men/UFO/gremlins did it.
c. Every store that I've purchased a gun in regardless of states and cities, the employee handed me the firearm for inspection, showing me the serial number to make sure that it matches what was on the Yellow Form. Why would this shop be different? Why would this shop hand over a sealed box to the customer?
Yes, the customer should have verified, but when he/she purchased the pistol NIB, the onus is on the shop and not on the customer make sure that the gun is at least visually functional.
You're right that Kel-Tec QAQC was at the initial fault. But for a shop to not verify the serial number on the gun and just rely on the box's label? That's just crazy, especially in this day and age of BATF cracking down.The fault of this whole transaction lies with Kel-tec for putting a dangerous gun in a box without even looking at it. What type of quality control would allow that gun to even be put in a box?