Mardie and John,
It doesn't matter if his story is total BS, if he is lying through his teeth. For WHATEVER reason, he was not happy wioth his machine.....I don't care if it was because UPS screwed it up, he bent it, it wasn't straight to begin with, his wife told him he couldn't buy it after he spent the money, or he just changed hi mind. The hallmark of great customer service is to replace, fix or refund....NO CONDITIONS. I have shipped many things via UPS and I can tell you right now, if they get a claim for damage, they will simply say it wasn't packaged well enough. They ALWAYS do that. I don't think I've ever heard of anyone actually getting something out of them for damaged goods.
If something is lost or damaged in shipping, we still refund or replace, even if it's not our fault. Do you have any idea how many
glides we have replaced with a smile to guys who split or cracked them because they didn't read the instructions that said to heat it before installing? It's not our fault they didn't read the instructions...but we still replace with no hassles. I had a guy buy a glide to replace his old one, then call back in two weeks saying his glide wore out too soon. I sent him a new one, no charge, and he sent me back his ORIGINAL glide....LOL, I could tell it wasn't the one I just sent him because we had changed a few things since then. Did I demand he pay for the replacement? Did I call him up and call him a liar, etc.? No. I just made a note in his file never to sell to him again. He still uses our glides, but I notice now he buys them through a distributor who has us drop ship them to him.
It's a cost of business. Sometimes you have to cover something you know or feel is not your fault. Deal with it and move on.
Take care,
Lisa