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Suggestion about Dealing with customers??

W

Winston

Axios2418
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okay guys I wansome suggestions on this sistuation. I have not posted on here for awhile.
okay about 8 weeks ago a guy from Atlanta bought a snake ( Surinam Boa male, flawless for those of you who have seen it knows which snake I'm talking about) from me. I shipped the snake and e mailed him telling him that my fox got a hold of my cell phoneand destroy it. I e mailed him the tracking # and everything. never heard from him then. I tried several times to e mail him, couple days after the snakes were shipped, to see if he got them okay. ( by the way I give 100% refund for any reason if you don't like the animal) He never e mailed me back about t. okay now I got my phone back but the net work is a bit screwed up so I don't get connected on all of my incoming calls. so I used my friends cell phone, to listen to my voice messages( we have the same net work) The called me apperantly 3 times and said the snake was sick and he took it to the vet and the vet wanted to know how the snake was kept and find out how the snake was kepted in my possesion, mind you this is about 6 weeks later, then on his last message he said and I quote your a f#$% reptile dealer and that I sell people sick animals and taht he is gonna tell everyone that I have sick animals to sell people. now for those of you who knows me know taht I tell you if the snake was or have been sick and what not. so right know I do not feel like calling this guy back well because he is pissed off and so am I.
ANY SUGGESTIONS???????????
I have one from a friend who told me to tell the Guy Tough $h!t because it have been soo long and that I don't know how the guy was keeping it.

Alright guys let me know what I should do

Thanx

Winston
Have a great Day:)
 
- What was the date he received the snake and what was the date of his first phone call to you?
- Did it actually take 6 weeks for him to contact you or did it take 6 weeks for you to get his messages?

If the guy has been trying to contact you for 6 weeks and you haven't been able to get his messages, I can understand his frustration...even if he didn't handle things correctly by using obscenities. I'm not sure why he wasn't able to email you. Was this transaction done through email or over the phone? In other words, we're you guys communicating through email before he received the snake?
I would suggest calling the guy and calmly discussing what happened. If he becomes abusive then hang up but atleast make an effort to resolve the situation.
Good luck,
 
LOL, A fox ate your phone? I have heard a lot of funny stuff in my life. My personal rule for lying is to make is sound so crazy nobody would ever lie about something that stupid. While I'm sure you're telling the truth, who would doubt that?

Anyway, give us dates of everything. Sounds to me like you're giving us a bunch of reasons you couldn't hear from the guy or get in touch with him to cover up another issue.

I always am sure to hear from the eople I do business with that day. It's a huge stress for me knowing animals are in route and I find it EXTREEMLY hard to believe you were fine going 6 weeks without hearing from this guy or checking your voice mail.
 
Gotta go with the group on this one Winston. An exact timeline of events is going to be necessary before any suggestions are given as to an appropriate course of action.

For example:

If the buyer took the animal to the vet because of visible symptoms within a few days of receipt the appropriate response will be completely different from a scenario where 3 or 4 weeks passed before the animal became ill.

Also, in my opinion, it is always the seller's responsibility to arrange an appropriate contact to ensure safe arrival...not the buyers. I request that all of my customers Email me within 8 hours of receipt to verify healthy arrival. If I don't here from them by the next day, I call. If you shipped by one of the major carriers, I am sure you had an accurate phone number for the buyer
 
okay it is not a lie because I do have a baby artic foxand she lives in my apt. with me and when I'm a way she is in my bed room, Ben Seigel can back up the story that I do have an artic fox. sometimes I forget my cell phone and it is usually on my PC desk and when the fox was little she chewed on everything, and I mean everything! anyways the guy was forwarded with the message in my e mail stating that my phone is down, and that it would be easier to contact me through e mail cause I can check it much easier. The date I'm using an Estimate because I know I did a show in Atlants 1 or 3 week of July and after I got back taht week he called me for me to ship the snake to him. Let me know if I can make things any clearer on the situtation.
Hey I'm just asking what I should do about this.

Let me know

Thanx
 
Sorry it is really hard to establish an exact date as I said it have at least been 3-4 weeks, and I e mailed him the tracking # the day of and told him to e mail me back as soon as the boa arrives, second I e mailed him the day when the boas was suppose to arrive, and I e mail him 2 more times the day after the boa was suppose to arrive. All aasking him to e mail me back to confirm to me that the snake arrived safetly. Never heard a word from him. up until about 3 weeks ago. The message on my voice mail dated the call on Sept. 7th or 8th...sorry guys I can only do a rough estimation as I did not keep a record of exact dates. but I am sure that the week taht I did the show in Atkants it was in July and I mailed the snake within 1 week after the show..

Let me know if this help

Thanx
 
If it was 3-4 WEEKS after you sent the snake that he first contacted you with a problem, then you really don't owe him anything. The snake may have been exposed to something from his collection.

If you shipped in July and he calls with a problem in September, call him back and explain that you do not guarentee the snakes health after the buyer has had it for nearly 2 months.

Now, if it was 3-4 DAYS, then that is a totally different story and I can see where he would want a refund and you should rectify the situation.

You really should get the exact timeline down of when he first contacted you to be sure as to how it would be best to handle this.
 
Winston,

If you are 100% certain that he was not trying to contact for 3-4 weeks because the animal was sick, then you owe him nothing. Now if you can't be sure then you have a problem. Anything more than a week in his care means it's his problem. 7 days seems a good period of time to guarantee established animals like the ones you sell. If it gets sick 3-4 weeks after he's had it, it's his problem plain and simple. Now you should still try to answer his questions if possible. But 3-4 is more than long enough for him to get that animal sick.

If this was one of Bobby's shows you could get the exact date of the show off his website. And you could probably get the shipping date from your UPS info (or whatever company you used). My cell phone stores date and time stamps forever until I delete the message, I think most do, you should be able to pull that date off your phone. Hope this helps.
 
It's really hard to say one way or the other, since we only know one side of the story. Since you're not sure about the dates why don't you email him and tell him about this thread, so he can tell "his side of the transaction".
 
okay gus I foudn the shipping reciept. it was shipped out on Augst 4th and he never contacted me after that as I said I e mailed him the day of shipping and 2 days after the shipping to confirm if the animal has arrived ro not and he did not contact or try to contact me after. as I said even if my phone is broken I have voice mail and I check that with my friends phone and when I checked recently there was a message from him dating back to beganing of Sept.
Ohe yeah in the e mailes I wrote him I told him if he does not like the snake for any reason he could ship it back and I will give a 100% refund. so that is tyhe time line so far. I did e mail me telling him that it would be easier to contact me by e mail as my phone was down at the time. and when I got the new one the service sux I ahve missed a lot of imporatnt calls from my famlies and friends not just him ( P.S. don' get T-Mobile it sucks )

Let me know if this helps you guys out

thanx

Winston
 
Winston,

It might be good if you contact him and let him know about this thread so we can get information from him as well. Also if you have copies of the e-mails and such you might want to post them so everyone has all the information to be able to offer advise. Was he contacting you via e-mail before you shipped? Was it all via the phone? Let us know.
 
Winston,

My biggest concern right now would be to get in touch and find out what the animal was diagnosed with and how it is faring now. If it is a condition that could have been pre-existing, or has a long incubation period, you truly need to know that.

Get a copy of the vet report, answer any questions the vet has that might help treat the animal.

Advise your customer of this thread so he can respond.
 
Hey, where's Sal and Allison? I would looove to see what advice they would give.:D
 
So what happened? Did you call the buyer? Did you find out how the snake is doing? Did you tell them about this thread? If not, are you going to call the buyer and see how the snake is doing? Just want to see how you decided to handle this deal, since it sounds like the customer wasn't exactly "happy" on his end.
 
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