Do Not Send Repairs to Buy Offices to be Delivered

We don’t want to send repairs to buy offices for customers to pick up. There are several reasons why it’s not a good idea.

Recently a salesperson promised a customer that they could pick up their watch in Solana Beach on Friday, but the run wasn’t scheduled to go until the following Tuesday. The estate buyer who was in SB that week had to come here before work to pick up the watch so the customer could have it on time. When the customer came to get the watch, it didn’t fit, so Repair had to send an extra link for the buyer to put in the watch, but the buyer didn’t have the correct tools, and we didn’t have any to spare.

In most offices, the buyers cannot get into the safe, so if the item is delivered to them, it will be sitting out and not covered by insurance. Also, with the runs only going to each office once a week, the customers get mad at the buyers when they think their repairs are taking too long.

Since the buyers sometimes work in different offices, you could tell the buyer in SB today about a repair, but come Friday, there is another buyer, and they have no idea what is going on, causing the customers to become frustrated.

There is also the likelihood that the buyer will be with a buy customer when the repair customer comes in, and one of them will have to wait. Then the buyer doesn’t have any way to collect payment if any is due, give change, or create an invoice for the customer to sign.

We can mail repairs to customers if it’s not convenient for them to come to Old Town to pick up their repairs, but they will be sent Registered Restricted Delivery with Return Receipt.

On an infrequent occasion, the COO may decide to allow a repair to be taken in or picked up at a buy office in order to solve a problem. If a repair is sent to a buy office, the Repair Department must make complete notes in the computer as to when it was sent and who took it. The buyer must then deliver the repair to the customer according to the repair policy. That policy states that repairs can only be delivered to the customer who brought them in and no one else – not a spouse, child, or friend. The customer’s ID must be checked.