Clothes damaged in dryer. Customer wants $

[laundryboy2]

Fix the drum!

[MrMachine]

Originally Posted by EJ333

Well as it turned out, I found out thru my attendant that the customer was a regular. She only wanted reimbursement for a bed sheet that was damaged. I asked her for a receipt, but she couldn't find one. We agreed that she could purchase a replacement from Costco, and that I would reimburse her for it. I know at first she was quite upset , but by the time I let her know that I would help her she was much more calm. I think everything will turn out fine and that the customer will see that we met her request reasonably.

You did the right thing. A sheet won't cost you much, and not only did you save this customer, but you now have her as a walking endorsement for your business. There is a powerful emotional effect that you create when you "do the right thing" for a customer. You'll make back the cost of the sheet many times over.
Chalk it up as "advertising".

PS - And as Laundryboy says.....fix the drum!

[canon]

Originally Posted by CanCanCase

Attended or unattended? My opinion is that "my machines" only do what the customer asks them to. If Ms. Customer didn't see a problem with the broken perforations and sharp points when she loaded the dryer, I don't recall anyone twisting her arm and forcing her to use that particular dryer.

Then again, there's the fairness issue and whether she's a regular and worth losing as a customer or not. Most customers have a severely inflated idea of what their used clothing is worth, but so far I haven't had to debate clothing values with anyone. I'll usually refer them to the posting about "please check machines before use" and "not responsible for unattended loads." That and a few dollars bonus credit or a bonus wash applied to their card (so they have to return and do more business to reap any reward) usually keeps even chronic complainers happy.

-Case

Case, Very disappointed with your opinion here. A customer should not have to check the entire drum surface to use the machine. If you buy a coke out of a machine and something sharp breaks the bottle in the catch, wouldn't you want a new bottle? Do you inspect the catch before putting your money in? Bottom line is she did not get the proper expectation when she used the dryer and she should get full reimbursement and an apology.

[jh]

I think there should be a difference between damage caused by a machine defect (either because of aging or human mistakes) and damaged caused by foreign objects in the machine. I don't know what the laws say about these two.

That said, I would take the same steps as Case stated. First point out that the customer could have checked the drum before loading her own load and that the store sign clearly states that the owner is not responsible for the damage. Then offer to help her with the loss. I think no one would hesitate to give out $50 to close the case. But what about $200? And $10,000? Many will then start to argue why someone would throw something so expensive into a dryer instead...So it is best to listen to what the customer claims then start from there.

[Washemup]

Same thing happened to me with a customers blanket. He called and informed me about it, i offered to replace blanket, he said it was older and just thought i should know. I repaired drum next day. Customer came in following week and thanked me for fixing the drum, said that if i had not he wouldn't come back anymore. Good customer, good repair, good day.

[mjwalsh]

Originally Posted by Washemup

Same thing happened to me with a customers blanket. He called and informed me about it, i offered to replace blanket, he said it was older and just thought i should know. I repaired drum next day. Customer came in following week and thanked me for fixing the drum, said that if i had not he wouldn't come back anymore. Good customer, good repair, good day.

Sean-Washemup & others,

That tends to be our experience too. We take the dryer basket out ASAP & to a sheet metal shop for a bit nicer patch than our ability.

Anybody patch a stainless steel dryer basket? Ours are the galvanized. I am not sure they had the stainless steel option over 10 years ago.

mike