What do you think?

[Auzlizardking]

Hi all,
I've been building enclosures for people for a long time. I do it not so much for the money but mostly because I truly enjoy helping people to feel the same way I felt when I got my first reptile and was able to house it a bit better then an old fish tank or cardboard box etc.
I thought I'd ask for your help as since I've been reading the forums on here, Ive realised a lot of really good people are in here who seem genuinely interested in helping others.

Now what I want to ask you all is how to deal with this problem that's come up. I have a customer who has some issues - I feel sorry for him but after a minor misunderstanding he is now threatening to put me out of business and "make sure I never trade again". I have done nothing wrong and have plenty of happy customers, but this guy really has a major aggression problem. Should I be worried? He is claiming that enclosures arrived with broken parts but that has never happened before. I'm meticulous with packing. The thing is if there was a genuine problem with an enclosure size I would have been glad to fix it, but he came out with guns blazing and didn't even try to be civil. He started harrassing me when the parcel hadn't even arrived so I don't quite know how to handle this. He as also said he will tell every ebay custumer
not to buy from me. And he has already started doing this from emails im getting so fare.
I would really appreciate any feedback.

 

[lacemonitor]

From working in call centres this sounds all too fimiliar. My thoughts on this without replying straight up were .....

1. Customer is always right *BUT this is not entirely true*
2. Aggressive customer think that this gets them somewhere but in actual fact as the old sayin goes * 1 step forward 2 steps back*



Umm if u havent already done so, ask customer for pics to confirm damage. NOW if u have already seen this and noticed the damage is done from Travel or the cust themselvesl, indicate to the customer that its out of ur hands and nothing can be done .... this would be if u use an unknown courier. if it's a known courier then you would need to

Either Explain to the customer that ur happy to replace/repair the enclosure at no cost , unfortunately this option will most likely leave u out of pocket if the customer is then not happy with repair/replacement you would need to refund money....

Lastly, I understand what position u are in and my most helpful hint would be not to get agro along with the customer as this only makes you/company look bad, seeing as thou he's already started the negative feedback there is not much to do here but to take it on the chin and let u grow from this experience. Oh by the way 1 negative customer tells 10 other ppl about there bad experience *** not something u wanna hear but it is true***

 

[nightowl]

yeah I would want proof of damage by way of photos. If you are replacing the enclosure, ask for him to send the old one back first and do not replace it until you have the damaged one in your possesion. He should pay for postage to you, unless you offer.

If he has already started bagging you to others, I wouldn't be trying to help him too much. Just offer him the repair/replacement and that is it. Doing so leaves him with nothing he can legally do to you, as long as your replacement is either the same or next model up from the originally bought one. Take it on the chin and move on, luckily you won't have to deal with that individual again.

If you haven't already, think about adding some sort of disclaimer or similar to the bottom of your adds stating conditions of replacement/refunds and damages. Also stating who pays for the postage back to you.

 

[Auzlizardking]

Thank you both for your help - it is very much appreciated.

 

[asa_22]

write the bloke an email telling him you will take him to court if he keeps sending emails around
you cant just go slandering other buisnesses without good reason. Be professonal about it but be stern find out the exact problem but if he keeps being aggresive dont help him out at all.

 

[Auzlizardking]

Thank you asa_22

 

[munkee]

I'd say pics to prove damage as said already.

I would have a look at his feedback to see if he has recieved negative feedback from other sellers. There is a very small group of people on ebay who do threaten and harass people to try and get their money back or get another item for free. He may be doing this to others as well.

If he can't prove to you it is wrecked/damaged then should you have to fork out your money to compensate a buyer who is being aggressive and threatening? If he leaves bad feedback then you can in turn leave negative feedback on his account to place your side of the arguement (abusive buyer could not provide evidence of damage etc....). The buyers I have looked at who have had bad feedback from those people I then peruse the one who gave the feedback and if they have a worse rating then the seller I tend to believe the seller.

Time will tell either way.

 

[Serpant_Lady]

Keep print-outs with dates of all your correspondance with him in case you have to prove anything. It's called defamation when he is bad-mouthing you, but it is very difficult to prove unless you have wriiten/recorded proof and even then he could say someone else had access to his email. Maybe just get some advice from a lawyer...
Kenz

 

[PremierPythons]

I would also inform Ebay that this guy is threatening you... This is a contravention of ebay rules

 

[Auzlizardking]

Thank you so much for all your advice - I have offered to replace the enclosures and asked him to send them back - he keeps sending email saying he's going to the ATO etc and he won't send back the other enclosures till I send him the replacements.
I have seen the photos and it looks very much like he has hit the light holders with a hammer.

 

[gillsy]

He can't go to the ATO, unless your a registered business from my understanding.

As for emails, get his email address and if it is a isp email report him.

Email eBay, and advised YOU have offered to replace the unit on return of the damaged one.

But honestly one bad rap on eBay isn't a big deal if you have so many good ones.

I wouldn't worry to much. Just make sure you keep all correspondance both ways.

 

[Auzlizardking]

Thanks again everyone your all wonderful,
I must ad - the enclosures where sold as a email enquiry but because I sell enclosures on eBay aswell as other web sites he has targeted this site to get at me.
Secondly he has said that he will hit every herp web site to try and stop people from buying my enclosures.

 

[gillsy]

People generally see right through it.

I wouldn't be worried.

 

[shamous1]

Has he made any verbal or physical threats aimed directly at you? If this is the case go to your nearest Police station and report it.

I would even think about getting an intervention (or restraining order) against him. If he breaks them by contacting you, either by phone, fax, e-mail or normal post then he can be in strife.

Photo's as everyone has stated are vital for compiling evidence against him to support yourself.
Is it possible that the damage was done by the carrier who shipped the item? If so would there be any insurance cover?

If you have seen the damage is it possible that the person who attempted to assemble the enclosure is the person responsible for damaging it through being an idiot with simple house hold tools?

As other people have stated contact e-bay, transport compnay and any other thrid parties involved.


If he contacts you again tell him unless he's civil he will end up in court for harrassment, slander (defamation etc etc).

Finally I would contact any other people who you have sold enclosures to and ask them if they would be willing to write a short statement re: your enclosures. The way they were packaged and arrived, the finished product and there overall thoughts (i.e. were they happy etc).

Good luck. One final thing - Are they a member of this site that you are aware of?

 

[gillsy]

Intervention orders are extremely hard to get,

They're even hard to get for when physical attacks have actually happened. I friend has an abusive ex boyfriend.

 

[shamous1]

Not really

If the proper procedure is followed and the person who seeks the order attends court and explains in full then it should be granted. There would be no reason why this person should need to make contact and there for you would find the order would be granted.

In saying that they are not worth the money used to print them. I have seen many a case when intervention orders have been broken and this is usually when the ???? hits the fan.

 

[snakeeyes]

i was getting threatening emails from a seller on ebay, i sent the emails that he sent me to ebay and they said they couldnt do anything as it was sent to my personal email address, not to ebay or something along those lines, i paid for an item and to this day have still not received it and he left feedback saying i was a scammer so i had to block his emails and the feedback could not be taken off

 

[falconboy]

I haven't read every word of every post here so it might have been mentioned, but mate, don't worry about this nutcase, the simple fact is that if you have so many great customers and so few unhappy ones (and I believe you don't have too many unhappy ones), then any threats to 'close you down' etc won't work. Its just scaremongering in an attempt to get you to give him what he wants.

Don't let him win.

Good luck.

PS. Been looking at your enclosures for my bluey, so might get in touch - not sure what size I would need for a pair of full sized blueys

 

[Auzlizardking]

Thanks so much
falconboy yes your right i know - 900 x 600 x 500 should do the job.
And I will look after you and anyone who is part of this great site out on price.

Thank you all.
Darryn

 

[Darkon]

what a jerk