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Originally Posted by VEA Terming customers 'idiots' is fine. But i wonder if it is when they claim a warranty? or when buying a particular tyre?
I would also like to know what is a genuine manufacturing defect so that next time some shopkeeper wont classify me an idiot! It will also help reducing the number of other 'idiots' turning up in tyre shops.
One question still there in my mind. Where are we supposed to drive with these tyres? a race track? |
Customers who claim warranty is fine. People who argue unreasonably are not fine.
There are rules for every company. Problem starts when we open the tyre and show the internal damage to the customer. They refuse to accept that it could have been caused by their carelessness or bad luck.
From the outside, you generally cant come to know if the bulge is because of a tyre manufacturing defect or because of damage.
A racetrack can also create problems for some types of tyres! Tyres are meant to be driven on roads. Unfortunately most of the tyres brought it by the MNCs are better suited to the smooth roads of foreign countries rather than our lunar landscape.
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Originally Posted by trrk Hi,
What would be the difference in a bulge caused by manufacturing defect or by bad roads? |
As I said, it cant be found out from looking at the tyre from outside. Generally a bulge caused due to bad roads will show a cut on the inside of the tyre.
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Since the tyre has already been running and with the bad roads in our country, it is easy to blame it on the roads.
We never check the insides of our car tyres when we buy a new car. So a manufacturing defect can hide itself without us noticing it!
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Technically you are right. That is why in an ideal case, you should check the tyres before getting it fitted to your car. Also, the fact is, 99.9% of tyres made by the company will not have any visible defects(like a small cut on the inside of the tyre).
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They did. So I am very definitely keeping away from the Acelere range henceforth. |
All I can say, it's just a loss for the company. The same way Michelin have lost a lot of customers because of their soft tyres and their strict policies on not giving replacements.
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When you talk face to face, the other person can see your face and your body language and hence hazard a guess as to your intentions and meanings. When you put down words in a forum, you have to be careful because nobody would understand if you did not mean it literally.
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I agree. That is why I apologise for using those words. I just allowed my passion to get the better of me. My job itself is to meet and interact with customers and hand on heart, I LOVE my job. I absolutely love it. I wouldnt give it up for anything(well, maybe being a test driver for Ferrari! :
). It's just that I also dislike arguing with customers. This is not a problem in 99.99% of the cases. But there is always one odd case where the customer starts threatening us and shouting and starts creating a scene in our shop. This is what I hate. This is a pain.
If anyone wants to misinterpret my words, they can do it irrespective of what I say.
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Please educate us to differentiate manufacturing defects / other defects so that we are wiser and the knowledge eventually spreads.
When I sell a Van Heusen shirt, the customer believes in me as much as the company that he would get a good product. But if something happens to it or he finds some defects, he is bound to be angry at both me and the company. Since he has no access to the company, he is naturally going to vent his feelings on me. It would be more if I tell him the company has to decide whether it is a genuine defect or not.
A tyre is a critical product for the vehicle. I won't be able to ravel peacefully for weeks if the tyre has to be inspected by company officials to decide its fate. There has to be an easier way.
It was only fortunate that I had another vehicle with which to transport the tyre 75kms to the company's godown and a person who need not show any identificaton inspects the tyre and rejects the claim.
Somehow it does seem unfair.
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When you sell a Van Heusen shirt, you have trust in the company that it makes good quality shirts. But however good a company is, it is not infallible. Toyota is known for it's engineering prowess and reliability. However we still hear of Toyota being recalled for some minor problem or the other.
Very honestly, I dont think he has any right to be angry at you. He has a reason if you are selling a substandard product in the first place. But when you are not, I think it's highly unreasonable.
He again vents his feelings on you if you tell him the company has to decide if is defective or not. Again, it's not YOU who is doing the manufacturing. You are just selling it. He should have a problem with you if you overcharge him, dont give him good service etc. The problem in our country is that anger is always misdirected. Very few people try to think from the other person's perspective.
Of course, it's very idealistic to hope that all people in our country will start becoming reasonable and understanding us. But that doesnt mean we need to take punishment for something that is not our fault. We shouldt take abuse for something that is not in our hands.