Background: You work for a company that sells medical supplies to the general pu

Question

Background:

You work for a company that sells medical supplies to the general public: crutches, bandages, wheelchairs, physical therapy bands and balls, OTC medicines, slings, anything a person can use at home. One afternoon, a customer comes in and is visibly upset. He bought some crutches from you that broke six weeks after he bought them. Your store guarantees products for 30 days after purchase with receipt. Since the product was good for 30 days, he didn't keep the receipt, but now he has a problem and is pretty sure you aren't going to fix it. He is already upset about the fight he anticipates in order to get new crutches. You weren't the salesperson that previously assisted him, and you know that crutches are fairly generic; he could have actually bought them anywhere and would look the same.

Question

What would you hope to be able to do as an employee and what would you expect to accomplish based on experiences you have actually had as an employee?

If you were the boss, what instructions would you give employees as a general rule for defective merchandise and if you were the customer, what would you consider fair?

Explanation / Answer

Question :- What would you hope to be able to do as an employee and what would you expect to accomplish based on experiences you have actually had as an employee?

Amswer: - If I were be the employee in this situation, I would like to follow the company warranty/ guarantee policy/procedure for dealing with sales return parts. If the parts are within the company warranty/guarantee period, then based on the company warranty/guarantee procedure, the customer will be supported and defective parts will be replaced with new parts and will be given to customer in place of defective parts. So being the employee of the company, the employee needs to follow the company policy/procedure. So the customer will be suported by the company employee based on the warranty/guarantee policy/procedure of the company.

So based on the experience as a employee in such scenerio, I would like to deal with the customer as per the guarantee policy and replace the parts if they are within the guarantee period OR decline the customer request if the guarantee period is exhausted.  

Question :- If you were the boss, what instructions would you give employees as a general rule for defective merchandise and if you were the customer, what would you consider fair?

Answer:- If I were the boss in above situation, I would like to provide instructions to the employee as per the company's warranty/guarantee policy/porcedure. I would like the employee to follow the company warranty/guarantee policy/procedure, so that a common approach or a general approach can be followed at the company with all the consumers/customers.

If I were came to known that our compnay's employee had sold the defective parts to any of the customer/ consumer, then I would like to review the case throughly and during analysis if it was found that the defective parts were sold from company to customer/consumer, then I would like to request the company management to replace this defective parts with new parts to the customer/consumer, because customer /consumer should not suffer because of company 's mistake. In this case where the customer has no fault/mistake, we should protect the customer/consumer and help them to not suffer because of company problems/mistakes. This will also help to develop the right image of the company in the market and among consumers/customers.

If I were the customer in this situation, then as a fair action, I would expect the company to replace the defective parts with new parts, as it is the company mistake and not the mistake of customer or consumer. So as a customer I would like the companyto support me by replacing the defective parts.

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