customer asks to return a product (a thermostat that retails for $400 and
costs ALPINE $250) beyond the 30 day return policy. It is only
five days later. They tell you that they just got around to installing their
products this past weekend and can’t use the thermostat because it won’t work
with their application. The customer spent $5,000 with ALPINE but does
not plan to place any future orders with ALPINE.
What immediate loss will Alpine take by accepting this return after
receiving the product back into inventory?
Question 6B) What alternatives could
ALPINE offer to this customer if the return was not authorized?
What would you tell this customer?
What do you think is the best way to handle this request?