Parts Sales Policy

When parts are needed to resolve an out of warranty issue

• shipping and handling will be added to the standard list price and the total price including shipping and handling will be quoted to the customer.
• This price will be documented in the contact manager.

If the customer declines this pricing

• the customer care specialist will offer reduced pricing.
• the contact manager notes will the reduced price offered.

NOTE: You cannot waive the shipping fee.

If the customer declines the second price offered a final reduction may be available

• If the customer states that they want to think about it or discuss it with their spouse document that in the notes.
• Consider the call resolved if the customer is satisfied.

NOTE: You cannot waive the shipping fee.

If after offering reduced pricing the customer is irate about the price of the part, or is stating that they purchased it within the last year but do not have proof of purchase. Do not allow the customer to hang up dissatisfied or unhappy with the policy or procedure without consulting a supervisor if needed.

Note: Warranty is determined by the customer having a proof of purchase or date code that validates the warranty. Not by usage. In most cases, the customer stating that they have purchased within the warranty period may act as a catalyst to send the part with no charge. Consult a supervisor.