Wow, I don't know what to say to that.
Thats crazy! I never heard anything like that before. I get your point.

Tom DeReggi
RapidDSL & Wireless, Inc
IntAirNet- Fixed Wireless Broadband

----- Original Message ----- From: "John Scrivner" <[EMAIL PROTECTED]>
To: "WISPA General List" <>
Sent: Wednesday, May 31, 2006 2:05 PM
Subject: Re: [WISPA] Returns to is it possible?

I will pass along these final thoughts I have on the issues I had with Hyperlink. First of all I do not unduly burden my vendors and I pay for problems that I bring on myself. I also pay for support from vendors that I feel is beyond normal pre-sales support. The situation I had with them for the one and only purchase I ever made was for a shipment of 12 - 900 MHz yagis. These units were about 8 feet long and were designed to mount on the end to an eave or chimney, etc. The trouble is that they were enormous. I was not satisfied with them. I asked for a return / restocking fee whatever to send them back. That was denied. I asked for a credit towards another purchase. That was denied. Please note that all along we were not allowed to speak to a representative at all. This was their policy. Emails were rarely responded to without multiple attempts. We finally got someone to agree to a credit but when nailed down on the terms of the credit we were told that we would no longer be able to buy from Hyperlink now or in the future. We were banned from dong business with them. It was quite possibly one of the most bizarre experiences I have ever had with a seemingly well-known and recognized distributor.

JohnnyO wrote:

*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
? :)


-----Original Message-----
Behalf Of Tom DeReggi
Sent: Wednesday, May 31, 2006 11:34 AM
To: WISPA General List
Subject: Re: [WISPA] Returns to is it possible?


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


There are many reasons strict policies need to be inforced for

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" <>
Sent: Wednesday, May 31, 2006 9:47 AM
Subject: Re: [WISPA] Returns to 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

WISPA Wireless List:



WISPA Wireless List:


WISPA Wireless List:



Reply via email to