How would you handle this?

How do you rationally explain using second hand items and charging for new items?
Any shop that pulled that one wouldn't get any more business from me.
Good result anyway Julia.

Julia said:

I'm happy to report a completely positive outcome from going into the pool shop today.
Just outlined the situation step by step and said I'd appreciate being able to return the timer.
.

Click to expand...

Thats great to hear.

todster said:

How do you rationally explain using second hand items and charging for new items?
Any shop that pulled that one wouldn't get any more business from me.
Good result anyway Julia.

Click to expand...

It can happen with a simple misplaced click of the mouse,

I know that with my business I sell three product types,

1, New Genuine parts ( most expensive )
2, New Non Genuine parts ( 30% cheaper than genuine )
3, Refurbished parts ( 70% cheaper than genuine )

It is possible that the serviceman and the girl generating the invoice have an error in communication and the wrong part is added to the invoice, or when selecting the part on the system she clicks the wrong item.

I know that it has happened both ways in my business, a couple of times my staff have charged for genuine when we installed non-genuine and it has also happened that we have charged for refurbished when we have installed new, It's called human error.

I did say that the timer didn't look new. He explained that yes, the outer casing was not new but the actual timer was. He produced several new timers of various makes, still in their original packing, to demonstrate this. Apparently they keep the old outer shell and just insert the new timer. So they had not acted in bad faith after all.

You'd think the pool builder might have known this but I suppose he installs whole new units, and doesn't get involved in the small repairs.

I'm feeling very glad I didn't get aggressive.