-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 John - that is truly bizarre, as you say. We've bought a lot of antenna stuff from Hyperlink in the past, but your experience sours me on doing business with them in the future. I've found that a lot of vendors to the WISP space are very helpful and will work with you, even if you (me in this case) possess no or wrong clues :). That's one of the things I've liked about doing this coop, feeling that there was a sense of community even with the vendors.
I guess there are people who don't understand about customer service. That's OK, there are plenty that do and they'll get our biz. Bob John Scrivner wrote: > 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 >> ? :) >> >> 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" <[email protected]> >> 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 >>>> >>>> >>> -- >>> WISPA Wireless List: [email protected] >>> >>> Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless >>> >>> Archives: http://lists.wispa.org/pipermail/wireless/ >>> >> >> >> -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2.2 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFEfjn509OzCOxY0TcRAu1TAJ994k37GaB06Ttu26h7QO3/SGgM/QCfUccB r0UvfSD8sX0lFUdLBknZEdk= =uK+U -----END PGP SIGNATURE-----
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