For customers looking for used or refurbished electronics, the biggest concern is whether the product works. After that, will the product last?
When buying refurbished electronics, there are few things more frustrating than seeing a working device fail just a few days or weeks after purchase. In an age of easy refunds and buyer protection, that’s a risky set of costs and customer anger.
By setting expectations with proper product details and providing accurate warranties, you can turn possible failure into a safety net for your customers and your business at the same time. It’s about creating an environment of trust and support.
For devices that have a high chance of future failure–antiques, or products that clearly have huge defects–properly labeling the product is important. You’re not trying to staff a lemon lot here: place all known problems and allow the customer to decide.
There is a market for failed or failing devices. Many consumer electronics sold as For Parts Only are regularly hunted by electricians who know exactly how to make the console work.
Warranties Deliver Peace of Mind
There aren’t many people who can buy cheap, damaged consoles and turn them into working devices, but there are enough to make a decent set of product details worth your time. Warranties, on the other hand, are for the best expectations.
If used or refurbished electronics have no known defects, there may be some wear or tear just around the corner. That’s understandable with used electronics, but not all customers are willing to understand the risk.
Even worse, some people use anger and threats as their main way of getting free or discounted products via refunds and concessions.
Instead, you deliver the concessions up front. If the electronics fail within your limited warranty, you can either provide a replacement or assist with repairs–either through connecting with the vendor or providing credits or refunds.
Partnering With Trusted Vendors
The best way to make your warranties and general product support succeed is to have a good relationship with vendors.
Not only are you helping the vendor make more sales, but you’re also providing a feedback loop that helps them understand what their devices are doing wrong–or how to improve or extend what they do right.
Warranties that need to be sent in for repairs can be frustrating. Too often, the past of warranty repairs meant a customer is calling store A, waiting for a response, being sent to Vendor B, and then having to wait weeks or months for a fix.
Sometimes they’re out of a partially working piece of electronics for weeks, only to learn that the unknown problem is outside of scope and will cost more money. This is an easy way to ruin your reputation and your vendor’s reputation.
Instead, get more information on acceptable repairs and the best ways to identify problems remotely. Vendors will have training materials and may even provide call center professionals who can diagnose and process warranty repairs.
For more details on refurbished electronics industry resources, contact a refurbished electronics consultant.