Customer support requests: 6 years (!) after purchase

Banned 12 years ago

If the cost is absolutely minimal, what the heck, replace it.

However, after six years, being realistic, there is NOWHERE in the world this person could go to replace anything they've purchased after so long (barring any product -- like Zippo lighters hahaha -- that have such long warranties).

So, if this ends up costing you some money, don't replace it and tell your customer why.

Thanks
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HeatherH 12 years ago

Don't do it! Unless the cost is minimal, it's not worth it to you. Most stores have a 15 or 30 day return policy because it saves them money - follow suit and you'll do just fine =]
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- goindeep 12 years ago
  
  Yeah you need a warranty dude.
  
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drmani

12 years ago

Originally Posted by kencalhn

Customer buys multi dvd system from me 6 years ago. Now they want a replacement dvd from the system, saying it's not working. How would you handle those types of requests?

If they damaged, scratched or lost a DVD they bought years ago, I suppose I should have a replacement charge/policy in place.. any ideas?

Look at it this way, Ken. 6 years later, they WANT it replaced.

You must be doing something VERY right for that attention and desire to
last so long

All success
Dr.Mani

P.S. - Oh, yeah! Replace them. You're winning back loyal clients.

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sbucciarel

Banned 12 years ago

I would replace them. They're still interested in your product 6 years later ... sounds like a loyal customer to me.

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kencalhn

12 years ago

yeah, good points, thanks guys... many of my customers, in fact most, are repeat, with me for many years, so that's encouraging.. I'm writing up a policy, about replacing damaged dvds after years later, so that it encourages people to take care of their dvds, i do remind them, say if I bought a dvd on amazon or walmart 5 years ago, what are those companies' policies in comparison. I'm thinking, if they cover my cost and return a damaged one I'll replace at cost (my duplication plus shipping/wholesale cost), is fair, and encourages people to take care of things. though my time's worth a lot too, so maybe a higher replacement fee, if they return damaged original to me.

Thanks
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Black Hat Cat

Banned 12 years ago

Originally Posted by kencalhn

yeah, good points, thanks guys... many of my customers, in fact most, are repeat, with me for many years, so that's encouraging.. I'm writing up a policy, about replacing damaged dvds after years later, so that it encourages people to take care of their dvds, i do remind them, say if I bought a dvd on amazon or walmart 5 years ago, what are those companies' policies in comparison. I'm thinking, if they cover my cost and return a damaged one I'll replace at cost (my duplication plus shipping/wholesale cost), is fair, and encourages people to take care of things. though my time's worth a lot too, so maybe a higher replacement fee, if they return damaged original to me.

Is it really necessary to go through all that because one person requested a replacement dvd 6 years later? Seriously, lol?

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JaySG

12 years ago

Replace them, if they ask for a refund, depending of the case, give the refund back, if the customer is so hard, remove him or she from your database for future promotions

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JEasy 12 years ago

Replace it and be awesome. After that, ask for the customer to send some good word of mouth advertising your way because you were so awesome 6 years later.
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- David-JP 12 years ago
  
  Replace after 6 years? no way. Even a great company like zappos only does 1 year. Anyone who thinks they can get a replacement of a product like that after 6 years is a pretty bad customer imho...
  
  Is the same model even available? If anything, I think i would just make them a good offer to upgrade to the new system for a nice discount- thats probably what they are looking for anyway.
  
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salegurus

12 years ago

I thought I've heard it all being in retail for 15 years. Asking for a replacement/refund 6 years later, WOW...

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Tsnyder

12 years ago

What's the blank DVD gonna cost... a dime? And a few shekels to
mail it? No need to over-think this deal... send them the replacement
along with a catalog or list of your current offers.

This is no-brainer marketing 101. You don't need to waste time making
a whole policy to cover every contingency. The people in this thread who
are telling you not to replace the DVD are giving you monumentally BAD
advice.

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Walter Parrish

12 years ago

Originally Posted by kencalhn

Customer buys multi dvd system from me 6 years ago. Now they want a replacement dvd from the system, saying it's not working. How would you handle those types of requests?

If they damaged, scratched or lost a DVD they bought years ago, I suppose I should have a replacement charge/policy in place.. any ideas?

Replace it and get a policy written to cover this in the future.

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Andy Fletcher

12 years ago

While I agree you're definitely better off replacing it and keeping what has got to be a pretty loyal customer happy, I think most people in this thread are missing the bigger picture.

Spending any amount of time on such rare situations is just wasteful. I don't mean the 10 minutes it takes to send a replacement, I mean the time it takes to work out whether you should or not. To succeed in business you've got to get used to taking decisions QUICKLY and without lengthly consultations. Particularly when they affect so few people.

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ryanmilligan

Banned 12 years ago

I would replace it myself - and if the product is 6 years old, it may be considereda little out of date, is it?

If it is, I would also let them know that and show them some of your more up-to date products and you may make another sale...

... Along with a very happy, loyal customer.

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fin

12 years ago

My dad took over a roofing company from some guy.

About 11 years previous the company did work on his house to put those chippy stones on the front.

The guy phones up my dad after 11 years and he wanted the thousand pound job replaced for free lol.

Some people are just stupid, and the ones that aren't are not to be trusted.

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marciayudkin 12 years ago

Ken,

I purchased a DVD set from Perry Marshall for $500. It took me more than a year to watch it. DVDs 1 and 2 would not play properly. I tried them in every machine I owned.

I contacted their customer service and asked for replacement disks for #1 and #2 and they sent them out promptly.

They didn't have to do that, but had they refused, I would be telling that story forever as an example of poor customer relations.

Don't turn yourself into a textbook example of someone fighting for every dime. Just replace the defective DVDs. Don't require them to send anything back. Their request is reasonable.

And maybe it's time to outsource your customer service to a VA?

Marcia Yudkin
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Walter Parrish

12 years ago

Originally Posted by fin

My dad took over a roofing company from some guy.

About 11 years previous the company did work on his house to put those chippy stones on the front.

The guy phones up my dad after 11 years and he wanted the thousand pound job replaced for free lol.

Some people are just stupid, and the ones that aren't are not to be trusted.

no some people pride themselves in providing good customer service. even costco and sams will take used items back and replace or refund here in the states.

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Walter Parrish 12 years ago

one thing that's interesting observing the thread thatis. that the ones who pride themselves on good customer service seem to be the ones making the most money in IM & AM
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goguy

12 years ago

Don't do it unless you gave them a 7 years warranty or charge for the replacement.

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Michael Shook 12 years ago

Send them a replacement, and include a discount for your newest product or some other product you have and thank them for being such a wonderful customer.

You will be setting yourself head and shoulders above everybody else.
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MyNiches

12 years ago

Replace it and send them an offer for whatever you're selling now, as some have suggested.

They're going to be very impressed with you, and I wouldn't be surprised if you got some good referrals from it. Heck, if they're still thinking about you six years later, you've probably already gotten some referrals.

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Paul Gram

12 years ago

Crazy that it's 6 years later but I'd definitely replace it because most people wouldn't.

Doing so will create a story they might tell others for years to come because that kind of customer service is VERY rare these days. You definitely don't have to replace it, but if you do, you'll be a rockstar to that customer and that's never a bad thing.

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Darnscotty

12 years ago

I think that if you always try and go that extra mile for your customers, they will appreciate it so much and stay loyal customers for a long time. I always say, look after your customers. If from some reason you can not afford to copy a few DVDs and mail to the guy, how about uploading it to a server somewhere from them to download? This is if you already have a server which you can utilize.

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PatriciaJ 12 years ago

I would send them a replacement with a note saying that you don't normally replace items free after so long, but are so pleased that they like your product that you are happy to replace it free. I would also send them a brochure with more products.
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jkibbles

12 years ago

As stated above, the actual cost to you of replacing the DVDs is minimal. However, the word of mouth cost to you if you refuse to replace them could be monumental. I'd say replace them just to keep a happy customer, and as someone else said, send them a discount on your newest product as well.

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Michael Oksa

12 years ago

If I needed a DVD replaced after 6 years and the company sent it to me?

I would be thrilled!

Yep. No-brainer.

All the best,
Michael

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Randall Magwood

12 years ago

I would just send it out to them. Especially if this person has bought multiple other items from you throughout the past 6 years.

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kimboslice

12 years ago

In this day and age when people can trash your name or heap praise on you in seconds, I would do it. You can probably do it for pennies.

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seasoned

12 years ago

Even SIX years ago, the technology was such that you should have archived it. You should just burn him a new copy. If I were you, since it was the first, I MIGHT do it for free, ESPECIALLY if the initial price were HIGH! OTHERWISE, I might charge $5 + shipping or a $15 flat rate. Of course, you could ALSO provide it as a free download, or maybe charge $5 for THAT.

YOU might make a buck, and they would be SHOCKED in a good way!

For the record, I have been asked questions even years later, and answered them.

Steve

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kencalhn

12 years ago

hey great comments... as someone who has sold many dvds over the years, i suppose it does make sense to have some kind of replacement policy, though not required. it's important to have a uniform policy in place, so that it covers everyone. or else, where does it end? otherwise 15 years from now I could have have hundreds of people saying they lost a dvd in a set, or damaged/scratched it, and of course I can't cover that for them, no dvd producer I know of, does.

my policy i have in place now, tell me what you think, is:
a) check your dvds to make sure they all work fine; if within 90-days of purchase you find any defectives, let me know and I'll have it replaced at my cost (they need to return defective one w/RMA, I could reimburse their shipping). (btw I use amazon createspace for dvd fulfillment, extremely high quality and virtually no errors/issues in years of working with them)

b) from 90 days to 2 years after purchase, if you damage it, return it to me and I'll just charge you my actual cost (shipping plus production/handling cost) to send you a replacement. if you "lose" it, then you need to rebuy at full price

c) after 2 years, no replacement/return policy; you need to rebuy a replacement disc at full price from the site.

That's to my knowledge a lot more generous than amazon.com, walmart.com (try scratching a dvd and returning it a year later, see what they say, lol). And that's by necessity; if you produce lots of dvds for your market, customers are expected to take care of them. If I buy a dvd of the movie "Avatar" from Amazon or Walmart and scratch or lose it 3 years later, I would no way expect the retailer to cover that, I'd just rebuy it.

At least, the most generous policy I should have, is they pay a replacement fee plus shipping (after returning the original/damaged disc), to at least cover my costs... that's fair.

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Sarevok

12 years ago

Haha.

Word to the wise:

You know where I buy clothing, shoes, and survival gear?

LL bean.

You know why?

They offer 100%, no questions asked refund, ANY TIME, ANY WHERE, even if it's FIFTY YEARS AFTER YOU BUY THE PRODUCT.

Good customer service goes a far way.

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marciayudkin

12 years ago

my policy i have in place now, tell me what you think, is:
a) check your dvds to make sure they all work fine; if within 90-days of purchase you find any defectives, let me know and I'll have it replaced at my cost (they need to return defective one w/RMA, I could reimburse their shipping)

b) from 90 days to 2 years after purchase, if you damage it, return it to me and I'll just charge you my actual cost (shipping plus production/handling cost) to send you a replacement. if you "lose" it, then you need to rebuy at full price

c) after 2 years, no replacement/return policy; you need to rebuy a replacement disc at full price from the site.

This is chintzy. (You asked what we think.)

If something is defective, it should be replaced. Period.

As far as I know, DVDs don't become defective just because they were sitting in a case for six years. You should be apologetic about defective products no matter when they are discovered. And you shouldn't demand that customers perform quality checks for you.

Ken, aren't we talking hundreds or thousands of dollars for your products? And the cost to you to replace a defective DVD is at most five dollars. If you value your time, you will spend much less time to simply send out a replacement than to refuse a request and defend your policy with a customer who expects you to replace something defective.

To ask someone to pay to remedy a defect is completely wrong.

The situation is far different if there is nothing defective involved, I believe.

Marcia Yudkin

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kencalhn 12 years ago

Hi Marcia, I agree about anything defective; my DVDs are not; so I don't get those type of return requests. I'm talking about people who Lose or Damage a DVD, 5-6 years after they bought. That's what I'm referring to. Of course if any dvd is found defective I'd replace it (I use high-quality Amazon.com Createspace to fulfill my dvds, and they're extremely high quality with virtually no defects, ever). From what I gather about this customer request, the DVD had worked fine for 6 years, and now either it's not playing in his dvd player or he'd possibly damaged it (I'm waiting to hear back from him).

So anyways, my question is, what would You folks suggest, as a standard return/replacement policy, that covers many customers, for DVDs purchased years ago?

Personally I think if someone damages/loses/can't play a DVD years after they bought it, certainly I can replace it, asking them to pay just my wholesale cost/shipping, should be fair, I'd think.

Again, where does it end, say 10 years from now and a customer can't play their dvd (they damage or break it or lose it), I suppose I could replace it at my cost... what would you do? Thankfully I've had virtually none of these requests, just a few in many years, of many customers, so I just wanted to bounce the situation off you folks to see how you'd handle returns, as a dvd producer.

Example: You have 800 customers who've all bought DVDs from you, many years ago, and they are all fine, no defects, they got what they paid for. Your job is done; you did a great job of customer service and overdelivered, generating hundreds of testimonials from thrilled customers (I have).

...and the years pass...

Now 10 years later, they start scratching and losing their DVDs. My fulfillment costs run $100+ for some of my multi-dvd systems. So of course I can't just start replacing everyone's damaged dvds their cat scratches from normal wear and tear, or they lose. If you crash your car into a lamp post, the car manufacturer doesn't pay to have it fixed. No DVD producer in the world I know of, does. You buy a movie on Amazon and 10 years later you lose it or damage it, you buy a new one.

Of course since I'm big on customer service, I want to help everyone, in a way that's fair. So I suppose I can replace dvds They damage or lose, as long as they pay a reasonable cost, eg at a Minimum would be my wholesale production + shipping cost.

My question is, how many years after someone buys something, would you do this for? An interesting question for us info marketers who produce DVDs, since they're physical media.
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- marciayudkin 12 years ago
  
  Hi Marcia, I agree about anything defective; my DVDs are not; so I don't get those type of return requests.
  
  You asked our opinion about your policy. Your policy puts the onus on the customer to discover a defect within 90 days. You should amend this so that you agree to remedy a defect whenever it is discovered.
  
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kencalhn

12 years ago

Ok Marcia, certainly, that sounds reasonable (thanks)... maybe I wasn't clear about this situation.. yes if the customer buys a dvd and never plays it for 6 years, then upon trying to play it for the first time finds it's defective, then yes I'd replace it at my expense of course. I've never heard of that happening though (in this case I think he'd bought it, it worked for many years, and now 6 years later he couldn't play it; I'm helping him troubleshoot).

In the isolated situations I'm talking about, it's generally the customer damages it or lost a dvd, and how many years after purchasing should I do some kind of policy to help them, without it unduly costing me money if it's their fault they damaged/lost something. Thanks for the insights, makes sense.

For my policy idea, it's just my idea moving forward, how to best prevent issues in the future, hence my idea of asking them to at least check their dvds they bought, within a few months of purchase, to make sure they play fine (I've had virtually no defectives, ever, thankfully, as I use Amazon createspace to fulfill).

And right Mike, for digital things like downloads I always re-enable download links for customers of course. I get raving fans from my customers, my goal is always to deliver "exceptional customer service", often calling them on the phone to answer questions, answering support tickets within minutes, being extremely customer friendly and have one of the top reputations in my industry for outstanding customer service.

My question is just about things like costly physical dvd shipments to australia via airmail type of costs, for rare instances (which will get much more in years ahead though, say 10 years from now, people will lose and damage dvds); I think replacing things at wholesale (my actual cost plus shipping), is fair and customer-friendly. Having an 8-dvd system replacement shipped overseas costs me $80+, for example.

Good idea to consider things like Kindle (I notice you'd had some of those out, Marcia, congrats), and other digital delivery means, since replacement costs are close to zero, even 10 years after a customer buys something.

Thanks
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Dan Curtis 12 years ago

Whether it is unusual to replace DVDs or not, it shouldn't be.

There is a very successful company, The Teaching Company, that markets courses made by the finest college professors. And they will replace any DVD that is not working at any time. You just call them and they send a new one.

Send the DVD. Thank them for being a customer. This is customer service 101.
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apkkadam

12 years ago

Originally Posted by kencalhn

Customer buys multi dvd system from me 6 years ago. Now they want a replacement dvd from the system, saying it's not working. How would you handle those types of requests?

If they damaged, scratched or lost a DVD they bought years ago, I suppose I should have a replacement charge/policy in place.. any ideas?

Asking for a replacement after 6 yrs? Its unbelievable. Just wondering if you had sold the product with a lifetime warranty?

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kencalhn

12 years ago

Right - checking on Amazon for their return policy, it's Within 30 Days, Unopened:

Amazon.com Help: Book, Music, Movie, Video Game, & Software

Not "6 years later and oops I scratched it can I get another one?". lol. There's a reason for this.

But being a customer friendly guy, ok if you at least cover my cost to replace your damaged dvd I suppose I can take time to do that, is what I'm considering for a policy, for dvd buyers from years ago. Again it's not an issue, since there's less than a handful of these, lifetime for me... just wanted to put together a policy to help address that for future years.

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fluffythewondercat

12 years ago

Originally Posted by kencalhn

Right - checking on Amazon for their return policy, it's Within 30 Days, Unopened:

Amazon.com Help: Book, Music, Movie, Video Game, & Software

Not "6 years later and oops I scratched it can I get another one?". lol. There's a reason for this.

Actually, Amazon will replace or refund a purchase much, much longer than that.

They will even refund on software that has been opened and registered with the publisher. I read of that happening recently.

Look: You've got to stop using the word "fault" when referring to a customer. Either that or stop selling things people use. Because you really don't seem to get what customer service is all about.

fLufF
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cbader

12 years ago

I like the idea of going beyond the call of duty and replace the DVD, at the same time tell them what you are up to know. See if they are interested in any new products that you think they might like.

That being said, I wouldn't expect anything to come from it.... but at least you know you do way more than expected.

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hometutor

12 years ago

You have something very important there. An established customer communicating with you. Charge a fair fee so you make a little and so they are not likely to do it again unless they really want it again.

Rick

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kencalhn

12 years ago

I have one of the best customer service reputations in my entire industry, and am a top respected leader. I'm just trying to ask for some polite suggestions on how you would handle things like customer-scratched or lost dvds, Six Years after they bought the original.

So yes with thousands of satisfied customers I have a great handle on customer service. And as someone who's been hired by over 140 Fortune-500 companies back in my consulting career, I was a leader in "Customer Loyalty & Sales" related training. And in fact, I have more testimonials on my network of sites than anyone in my entire industry, especially where it comes to service.

So that's WHY I'm asking for some thoughtful, intelligent ideas on putting together a reasonable policy for customers who have damaged/lost DVDs, bought many years ago. I'm very conscientous about service, even routinely personally calling my customers live on the phone to answer inquiries (much to their surprise and delight, fwiw).

So my question is more on the variables, should I
+ charge a replacement fee + shipping + handling (for my time?)
+ charge replacement fee + shipping only?
+ timeframe for how long I should even offer that for?

For example, some of my titles go out of production, say 8 years after they've been on the market, since new versions are introduced. How to handle legacy requests, if someone bought a DVD from 8 years ago, scratches it, and then they want a new one? Thanks for any constructive ideas...

p.s. checking around, none of my competitors have any replacement policy I've seen at all; to the best of my knowledge, the industry norm is, you damage/lose it, you've got to rebuy it at full retail. So I can use that to my advantage by being more friendly, like at least offering replacements at cost. (but for how many years, after their purchase). Many thanks for helpful responses; I'm trying to do the best I can for my customers.

Example: If a customer in Australia spent say $97 on one of my DVDs back in 2006 (and I include free shipping airmail shipping worldwide for all my customers, unlike my competitors) and then say 5 years from now says he scratched or lost it, can he get a replacement, I'd lose money if I did that free. So years after they buy, it's fair to charge a replacement cost, I'm just asking about your ideas on the specifics.

Thanks
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Walter Parrish

12 years ago

Originally Posted by kencalhn

I have one of the best customer service reputations in my entire industry, and am a top respected leader. I'm just trying to ask for some polite suggestions on how you would handle things like customer-scratched or lost dvds, Six Years after they bought the original.

So yes with thousands of satisfied customers I have a great handle on customer service. And as someone who's been hired by over 140 Fortune-500 companies back in my consulting career, I was a leader in "Customer Loyalty & Sales" related training. And in fact, I have more testimonials on my network of sites than anyone in my entire industry, especially where it comes to service.

So that's WHY I'm asking for some thoughtful, intelligent ideas on putting together a reasonable policy for customers who have damaged/lost DVDs, bought many years ago. I'm very conscientous about service, even routinely personally calling my customers live on the phone to answer inquiries (much to their surprise and delight, fwiw).

So my question is more on the variables, should I
+ charge a replacement fee + shipping + handling (for my time?)
+ charge replacement fee + shipping only?
+ timeframe for how long I should even offer that for?

For example, some of my titles go out of production, say 8 years after they've been on the market, since new versions are introduced. How to handle legacy requests, if someone bought a DVD from 8 years ago, scratches it, and then they want a new one? Thanks for any constructive ideas...

p.s. checking around, none of my competitors have any replacement policy I've seen at all; to the best of my knowledge, the industry norm is, you damage/lose it, you've got to rebuy it at full retail. So I can use that to my advantage by being more friendly, like at least offering replacements at cost. (but for how many years, after their purchase). Many thanks for helpful responses; I'm trying to do the best I can for my customers.

Example: If a customer in Australia spent say $97 on one of my DVDs back in 2006 (and I include free shipping airmail shipping worldwide for all my customers, unlike my competitors) and then say 5 years from now says he scratched or lost it, can he get a replacement, I'd lose money if I did that free. So years after they buy, it's fair to charge a replacement cost, I'm just asking about your ideas on the specifics.

The customer is always right is making a come back Ken. It's going to be the one thing that brings in tons of business.

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