*snip* If someone gives refunds, thats a plus that shows they add value.
But not giving refunds does not infer wrong doing. *snip*
Tom - it is wrong doing when you ban someone for requesting a refund.
Hell, I've never bought from Hyperlink and from seeing their "ban"
policy with a few of the posts on here, we'll never do business with
them in the future. I guess I am not the only one that takes this point
of view either, so how much $$ did the "ban" on Scriv cost them actually
? :)
JohnnyO
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of Tom DeReggi
Sent: Wednesday, May 31, 2006 11:34 AM
To: WISPA General List
Subject: Re: [WISPA] Returns to Hyperlinktech.com is it possible?
Blake,
Its not that I disagree with you, that "it is good business to take care
of your customers."
Nor am I defending Hyperlinktech, as we don't have enough business
experience with them, to have a valid opinion. but...
This isn't retail HomeDepot that we are talking about, this is
distribution. In my 10 years experience previously in the distribution
business, I can tell you there are not many companies that give
"refunds."
We also found that the companies that couldn't understand why "refunds"
was bad business for distributors, usually were the ones that didn't do
enough volume to matter wether we lost them. I'm not saying that I
personally
do not believe in giving refunds. I also believe its best practice to
take
care of the customer, in most cases. But that does not change the
fact that
most dealers do NOT give refunds.
Tessco, Talley. Hutton, Electrocomm.
They may give refunds, but there significant hassle in getting it, that
in most cases will be more costly to the buyer in time than the value of
the refund.
They also usually charge a higher profit margin on every sale than
the smaller distributor that is competing on price, and therefore has
more margin to justify eating the cost to give the refund.
I bet the price received from Hyperlinktech was significantly less than
that the Tesscos or Hutton's would have charged?
When price drops, terms gets tougher. A distributor must determine
which business they want to be in, and they can't be in both
successfully. If
in the price market they need to have price policies. Descretion needs
to be taken out of the set policies, otherwise its impossible to
manage RMA
processes.
There are many reasons strict policies need to be inforced for
Refunds....
1. Price constantly falls based on time. And even a week or s odone the
road the cost of the product may have dropped.
2. People find something cheaper after the fact.
3. Sales people may have already been paid commissions.
4. If special order product, the vendor ends up getting stuck with the
full cost of the product sitting in inventory for a long time, while
price
drops by the time someone wants the product. Guaranteed to sell the
product at
a loss as well as tie up cash flow.
5. People often irreputably return other vendor's products. Company 1
has stock and can ship today. Company 2 has lower cost. Company 1
product
gets installed. Company 2 product when arrives gets sent back to
company 1
for refund. Buyer actually makes a profit on the deal, getting a higher
dollar refunded than he paid for the gear from company 2. You'd be
surprised
how often this happened. Sometimes even involving invoice forging and
swapping serial number stickers.
6. The easy way to keep EVERYONE happy, is instead to just offer credits
or replacements. It keeps everyone honest. If the buyer is really
going to
be a repeat customer, its just a matter of time before he has another
order
that he can apply the credit to.
This is standard distribution policies. There are some exceptions. If
the buyer bought a product that the vendor normally keeps in stock
and sells
a lot of, and its a product that the buyer will likely never need again,
and the buyer didn't cause big inconvenience demanding immediate
shipment of
product for a rush order. On these cases, vendors almost always will
give the refund, even if against standard policies.
But there is no way you can say standard distribution policy is to
give refunds. Just about every term sheet from anybody specifically
says "NO REFUNDS, ALL SALES ARE FINAL". Thats jsut the reality.
Unless specifically discussed otherwise in advance of shipment.
If someone gives refunds, thats a plus that shows they add value. But
not giving refunds does not infer wrong doing.
Just my opinion.
Tom DeReggi
RapidDSL & Wireless, Inc
IntAirNet- Fixed Wireless Broadband
----- Original Message ----- From: "Blake Bowers" <[EMAIL PROTECTED]>
To: "WISPA General List" <wireless@wispa.org>
Sent: Wednesday, May 31, 2006 9:47 AM
Subject: Re: [WISPA] Returns to Hyperlinktech.com is it possible?
A vendor that will not give a refund or credit?
Pretty poor business practice. Many will tell you
that there is a restocking fee if the proper product
was shipped, and delivered in good condition, but
truth be known will waive that fee. They add the fee
so they can have a way to deal with purchasers who
turn out to be frequent refunders.
Most businesses consider it a good business practice
to take care of their customers - not make life more difficult for
those customers. It may cost you a little - at one point, but the
returns on your investment by taking care of your customer are
tremendous.
If I buy a widget from a company, and decide it
is not what I wanted, I would expect that company
to make some sort of refund, and I would be willing
to pay a small restocking fee if it was strictly my fault
for ordering something that did not fit my needs, and
it was done with no suggestions about applicablity
from their staff. The company that would not provide
a refund would never see my business again.
I know for a fact that Tessco, Hutton, Talley, and Electro-comm does
refunds.
A refund or a credit?
I'm not aware of many vendors that agree to give refunds.
A sale is a sale.
Just because the cost to get it shipped is near the profit margin,
and probably more costly to process the return than the profit on the
sale in most cases as well.
Tom DeReggi
RapidDSL & Wireless, Inc
IntAirNet- Fixed Wireless Broadband
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