Here’s the typical process: You as a big box store sell a computer or device to a customer. Great, you made the sale. If all goes well, the computer lasts beyond the warranty. Then, after the warranty, the customer’s computer breaks down. You as the big box store get an angry customer coming back to you. Although this interaction seems to be destined for failure, I want to inform you that you have options here.
Option 1: The typical scripted one. Out of warranty. Can’t help.
Sorry, your warranty is done. We can’t help you. It’s a shame your laptop doesn’t power on one day after your warranty ended. But, rules are rules. It says so here in my 450-page rule book.
Take-away: Customer may understand the rigid rules, but with no heart, your customer may be end of life here. Angry customers are not good for business. You can avoid this.
Option 2: The smarter approach. Find a way to get that computer back…and your customer.
What I’m proposing as a better option is to find a way to get the out-of-warranty computer back. There is still value. We’ve put this through the test with several big box stores already and have enabled them to almost double sales on each computer or device. What you want to do is offer a $50 or $100 credit towards another device that is working. In return, you keep the non-operational out-of-warranty computer. Then, the real benefit is when you resell the second-hand computer now as a refurbished computer.
That’s where we come in handy. At New York Computer Help, we have taken thousands of out-of-warranty computers and devices from big box stores across the U.S on a monthly basis to, in turn, repair and earn an extra revenue stream.