Wraptor return

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PCTREE

PCTREE

Treehouser
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Ok need some feedback here, this has never happened before. So Sherrill sold a Wraptor to some guy who has had it for 2 weeks and has decided he doesnt want it so wants to send it back. Sherrill wants me to give them a full refund. I have asked if the unit was defective and they say no its "just too bulky" they dont know if the unit has been used but are going to ask the guy.

I kinda feel like if its used which I would asume if he has had it for 2 weeks, that I should not take it back since I wont be able to sell a used unit.

What do you guys think???
 
Hard issue for many small manufacturers to deal with. A single 'return' can eat up several unit's profitability.
On the other hand you do not want negative experiences running around out there (A happy customer tells a few people, an unhappy one tells hundreds).

"Too bulky" is pretty nebulous... I'd push for specifics and see if you can speak with the person about his issues with the Wraptor; it could be eye opening for both of you.
Of course any decision to give out a return should be dependent upon inspection to make sure he didn't run it on straight gas or some other tomfoolery.

Just my thoughts.
 
Sounds like a plan Pat.

I don't get it, if the Wraptor is not defective then how after a couple of weeks can this guy decide he no longer wants it and send it back expecting a full refund?
 
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I like the idea of a restocking fee, dont know how much. Pigwot, I should have you deal with him hes in Maryland:lol: We'll see how it shakes out but maybe I will have a very gently used unit to off-load here soon, never thought of the straight gas issue.....
 
20% is not uncommon. Probably your profit margin is covered and he will think twice about sending it back
 
PCTREE said:
I like the idea of a restocking fee, dont know how much. Pigwot, I should have you deal with him hes in Maryland:lol: We'll see how it shakes out but maybe I will have a very gently used unit to off-load here soon, never thought of the straight gas issue.....
Click to expand...

Do let me know. I'll be at TCI and can talk to you there, but was intending to pick one up there. On a side note Sherrill sent me a set of chipper knives that were loose packed and cut my UPS driver. I made a call and was told that they will do things differently next time. I got know where with them on shipping or the fact that the knives were all dinged up. I hope you have better luck.. Luke is the man now!
 
If it's in good shape, selling even a used unit shouldn't be a problem at all; I can think of three people just as I type who'd be interested.
 
I don't know your contract with sherill.
But as a wholesaler we never take any thing back that is not defective. Once sent out it would be on sherill's books as a return if they wanted to take it back and they would have to figure out how to the resell the unit.
Based on what you are being asked to do, I would implement a restock fee. I would think 25-35% would not be out of the question for such a specialized piece of machinery.
 
I'm with Wally.

Also, the only way any equipment supplier I've ever dealt with would accept a non-defective return, re-stocking fee or not, would be on an un-used item.

If it's had even part of a tank of fuel put in it, the current condition is not only used, it's completely out of your control, Paul.
 
More thoughts:
I agree that it is a bit like buying a new saw, running it for a week and saying, "the balance isn't right, I want all my money back"...
As far as precedent you need to be careful about how you handle this, or you'll become Tobe's "Returns Department".
If it isn't a "defect in materials or workmanship", it isn't really your issue.
Let me know if you want me to make a site visit to see what is up...
 
Tough one... But I can't return a saw unless it has a warranty stating as such...
Unused... Then what has been stated... 15-20 percent restocking fee... DO NOT take the rope back or credit it.... They own that now.. They pay all shipping costs... then you resell after inspection and any touch up. If you don't feel comfortable with selling it as new.. call it Manufacturer Certified and take 50-80 percent of the new cost.
Then one might just suggest putting it up for sale from the current owner just like they would any other piece of equipment.
 
Wow!

I think it shows a lack of professionalism on Sherrill's part, and I would be concerned about doing future business with them. They should have gotten far more details from the unhappy customer and perhaps could have handled it within their returns department before even contacting you. As has been mentioned before, its their Wraptor, they need to deal with it. Too bulky? Sounds like a guy who just couldn't figure out how to use it productively, gave up on it and needs some money because he's not out there working enough to pay his other bills.
 
The grounds for return need to be examined by yourself & the supplier. If the unit is fit for purpose then why accept the return?

If it is political(i.e. keeping favour with Sherrill) then charge a return fee plus depreciation based upon a thorough examination - which you must charge for. Your running a business not a charitable organisation
 
Bulky is probably bs. An unwise economic situation purchasing decision, possibly spousal pressure(?), I think is more likely.

Really high quality goods that there is a known market for, taking something back that has been made within that spirit, I think is not out of line. It's possibly a pride thing, albeit likely not the most economically practical, but since you don't have a policy in place yet, I see it as a reasonable possibility.

There seems the validity of the not unfairly what we have come to expect, as in Brendon's succinct analysis, and for a moment not considering Sherrill seeming to sidestep the issue and responsibility, there is the part too about your own feelings about your work. Taking it back strikes me as the high road here, and then carefully considering if this sort of thing happens again, for your own peace of mind, having a more concrete policy in place for the future.
 
I'm looking at it from this point. Did the guy haul logs up a hill with it? Pull trees over with it? Get his truck unstuck?

Your now supposed to take it back and do what with it? Hope he didn't do that and sell it "used". Or just get stuck with scrap metal?

What stops me from buying a tree tool from Sherrill I really can't afford to keep but really need for one job, use it, and send it back. Normal?

Sherrill sucks BTW.
 
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