What would you do?

[Mrteajunkie]

I have had an email from a customer.
message is as follows.

hi I purchased a mug from you just over a month ago and it has a crack in it after a few uses.
what do you do in this situation?
many thanks.
customer.

So could they have broken it and tough it’s been a month.
or should I replace it at my cost or something else?

I was going to replace it but the wife says no way it’s been a month.

[socialgiraffe]

The question really is

Replace at cost which is going to be around £4 ish with posting or go through a series of ball ache emails etc.

I know what I would choose

[Mrteajunkie]

That’s my thoughts too.

thanks for the input.

[SubOnCotton]

Mugs don't develop cracks from filling up with hot liquid, sipping from them, or washing them.
Therefore the customer has knocked it and caused it to crack.

Maybe offer them 25% off a new one at the most, but if you just gave them one for free then you'll feel like a fanny.

[pw66]

Mugs don't develop cracks from filling up with hot liquid, sipping from them, or washing them.
Therefore the customer has knocked it and caused it to crack.

It might be the customers fault, but is it worth taking the risk?
Mugs can crack from the thermal shock of placing into cold/cool water after pressing. It isn't always immediately obvious but can get worse over time.
Worse case it can fail and burn the customers cobblers.
The increase in your product liability insurance will be much more than the cost of replacing a few mugs a year.

[Mrteajunkie]

I went through the buyer info and they are a repeat customer buying another two times previously.
I have offered to replace as a goodwill gesture.
If they hadn’t previously purchased from me I would have gone with a discount but as a repeat customer I think it made more sense.

[SubOnCotton]

It might be the customers fault, but is it worth taking the risk?
Mugs can crack from the thermal shock of placing into cold/cool water after pressing. It isn't always immediately obvious but can get worse over time.
Worse case it can fail and burn the customers cobblers.
The increase in your product liability insurance will be much more than the cost of replacing a few mugs a year.

Well, if the producer suspects that the mug has cracked at their end then they can send out a new one, of course.
I use a spray + fan (rather than dunking) on my mugs as this eliminates cracking. It stops the reaction just as well.

I've got a customer at the moment who tried to get two free t-shirts out of me and I chose to fight them rather than take the easy route out, because it'd make me feel like a sissy :biggrin:

[Fletcher]

Well to me I look at my reputation. Is it worth upsetting a customer and running the risk of them going to facebook or leaving bad feedback? I personally just take it on the chin. But add a comment like you have probably knocked/ damaged it when washing it up but as a goodwill i will replace this time.