I agree with your wish, but am curious about your reasoning.
How would you handle an out-of-the-box defect of a 'repair-only' item?
Offer a full refund? Only give a refund if the customer requested one? Offer to exchange it for a working replacement?
If so, what would you do with the defective item? Throw it into the dumpster and take the loss of the wholesale value? Send it for a warranty repair and then sell as used/refurb to recoup some of the costs?
And how do you know anyone posting here is a 'she'?
Like I said, just curious.
I'll happily answer that one. Although for the record you'll all call bullshit because you don't believe we could ever do right for a customer.
My team is instructed very simply, the customer never gets penalized in such a case. Defective out of the box NEVER goes for repair. We offer them another unit off the shelf that they can take immediately. If one is not available and say its something simple like a broken wand, we give them a replacement wand or hose or tire right off the shelf. We will deal with the vendor and ensure the DOA unit is taken care of, also without penalty to the business. there are several ways that can happen.
Now here's where the "grey area' comes into play, and what some of the jokers on here attack with everything they've got. At what point is it considered "used' and then broken, and at what point is it still defective out of the box. First spray? first full wash? 3 days? that's where we have to toe the line and make a decision with the information available. sometimes it works for the customer, sometimes it goes for repair, like it or not.
In my experience, (and no i'm not blaming the customer so take that off of your plate) we often bring them into the auto shop and find out that they threaded the hose on slightly crooked and the o-ring didn't seat causing a leak or they overfilled it with gas, or they dont' realize there's a break in period and expect it to start first pull out of the box. Customers don't know how to start a chainsaw or a blower that has a choke, those are examples of common things that happen. More often then not, ESPECIALLY in urban markets where it's city folk who aren't experienced with engines or basic troubleshooting, there is nothing wrong with the unit.
Before anyone else chimes in, in regards to electric pressure washers, the most common problem is abuse. Electric pW's are fragile, very very fragile. not intentional abuse, just simply a pull too hard or walk with the wand and tip the main unit over and the whole unit crashes down and well, a plastic case is a plastic case so it doesn't absorb impacts very well. They are light duty, and simply can't be beat on!
And that's the truth straight up. call me a liar, say i'm doing somethign illegal, say i'm blaming the customer... it's old.
