View Full Version : Customer Complained We Charged Too Much...
SA Friday
11-23-2018, 16:18
You just can't make this shit up. Dude (with wife/girlfriend) brings in an AR upper with some completely weird barrel nut that he doesn't have the tool to torque it. Rob tells him it's $25 and torques and times it in place. We did it immediately and charged him $25. They (yes, both on the phone) then call an hour later complaining that the work was only 5 minutes and the charge was way too high as that would be $300 an hour.
A gunsmith with the proper gunsmithing tools doing a job immediately, properly, and $25 for the job... Ya bud. Let me refer you to anyone else and see how that turns out. Sadly, I can't say it was unbelievable.
So what you're saying is she was twisting his nuts about the cost because he doesn't have his own nuts torqued down properly and she's just the tool for the job (and probably not nearly as cheap).
Bailey Guns
11-23-2018, 16:25
People that do that shit just don't get it. $25 sounds like a bargain to me.
I had a guy bring a S&W 442, completely disassembled - if it could be taken apart he had taken it apart - and in a paper bag. He asked me if I could put it back together. I said I could. He asked how much and how long. I said it would be about 20 mins and $50. He said, "You're gonna charge me $50 to put that back together?" I said, "No. I'm gonna put it back together for you at no charge. I'm charging you $50 because I know how to do it.".
He handed me the bag and $50. I gave him back a completely reassembled, functioning gun. But it took me a half hour.
BushMasterBoy
11-23-2018, 16:26
There is saying that man created language so he could complain.
He was complaining because he felt stupid and needed to try to save face with the gf/wife.
kidicarus13
11-23-2018, 16:50
Maybe he really needs to consider if he can afford the hobby of gun.
What a tool.
Took them both an hour to do some math?
Crap...I don't care what Rob charges...it's worth it. Usually I think Rob doesn't charge enough. But, I have found if I buy the parts from Bowers to begin with, I don't get charged at all !?!? Beat that freakin deal.
beast556
11-23-2018, 17:14
25$ sounds like a smoking deal. Dont let the dumb shits ruin your day.
Seems like a more reasonable person would be more upset about the time it took to drive there and back then the $25 they spent.
Should have said the rifle back, we will untorque the barrel, refund the $25 and sell you the $25 wrench and $50 vise block to do it yourself.
Eric P, I like the way you think.
Always people wanting their screws ups fixed for free and then complain when it's not cheap to be stupid.
I've had to fire customers before...
Show me a person who complains about the cost of skilled labor and I'll show you a person who works a corporate desk job and has no specialized skills of their own.
BladesNBarrels
11-23-2018, 17:41
I've had to fire customers before...
Truth!
Great-Kazoo
11-23-2018, 17:52
He would have changed his tune when you told him, it's a 1 week turn around time. OR i can do it now for $25.
How much will it be if i wait a week. $25 ;)
thedave1164
11-23-2018, 18:12
Should have said the rifle back, we will untorque the barrel, refund the $25 and sell you the $25 wrench and $50 vise block to do it yourself.
I have done similar, no skin off my nose, but don’t ever come back, I don’t care how much you want to spend.
Should have said the rifle back, we will untorque the barrel, refund the $25 and sell you the $25 wrench and $50 vise block to do it yourself.
Exactly.
...and when mr. bonehead asks how to re-assemble it tell him $2000 for training that will last a lifetime.
Even some gun people are incredibly ungrateful and stupid.
SA Friday
11-23-2018, 18:16
Should have said the rifle back, we will untorque the barrel, refund the $25 and sell you the $25 wrench and $50 vise block to do it yourself.
Exactly what we were saying.
Tell them to come back into the shop for a free throat punch............. [013]
Scanker19
11-23-2018, 18:49
Next time charge him $25 then engrave “Gunsmoke” on the side.
Next time charge him $25 then engrave “Gunsmoke” on the side.
[LOL]
Great. Now you?ll need a special sign explaining things like ?minimum labor charges? or something.
I would have just told the donkey you work flat rate and installing a barrel nut pays you .3 hours. I imagine him and his woman would have been tied up for days trying to wrap their heads around the concept of flat rate labor and even more days correlating that .3 hour charge into an actual shop rate.
Actually, I probably would have politely invited him back, loosened the barrel nut , handed him $25 and told him to have a nice day.
Little Dutch
11-23-2018, 19:29
Jeez, amazing. He probably votes socialist.
‘I can’t do it and don’t have the right tools. I’ll take it to someone who does.’
Later - ‘That bastard charged me for his time, knowledge, and resources!’
I see that crap all the time though. Similarly, my wife is a veterinarian and there are a lot of folks that think her time and resources should be free.
Jeez, amazing. He probably votes socialist.
‘I can’t do it and don’t have the right tools. I’ll take it to someone who does.’
Later - ‘That bastard charged me for his time, knowledge, and resources!’
I see that crap all the time though. Similarly, my wife is a veterinarian and there are a lot of folks that think her time and resources should be free.
Mistah, mistah, for the fur baby!
Ruh Roh, one start Google review coming in 3, 2, 1....
I was purchasing an OEM wall mount for my new TV and SMH while reading 1-star reviews from people who bitched when it didn't fit their model TV, when the description and MFR info CLEARLY states what models it does and does not work with. [facepalm]
I?d gladly pay $25 for a qualified person to twist my nuts. Some people?s children. [Shake]
There is saying that man created language so he could complain.
Language is a virus.
William S. Burroughs
BPTactical
11-23-2018, 20:43
$25.00 was my minimum charge.
If you dont like it, take your business elsewhere.
Every customer brings happiness..
Some when they walk in the door.
Others when they walk out.
SouthPaw
11-23-2018, 20:56
Had this happen all the time in the automotive world.
?You charged me two hours labor and I was only here for an hour? type of people.
They don?t see all the times that the book pays two hours and it took four or five the first few times. We even got to the point where we would ?sit? on the car to avoid these conversations. You should have asked if he called around to see what others charge and their turn around time. I think the refund idea would have been awesome to take it off and send him on his way.
Most customers don't have a clue on the cost to run a business. Their $25 for five minutes is $300 per hour...over $600,000 per year and that's all they see. Rent, heat, tool costs, un-billed time and so on are items they have no clue on.
It sounds like they had a little attitude about the whole thing when they clearly received great value for their dollar. Too bad for them, it sounds like they lost a source for help.
Delfuego
11-23-2018, 21:48
Next time make them leave for it 4 months charge them $200 and it will be more of a true "gunsmith" experience :)
DireWolf
11-23-2018, 22:34
Most customers don't have a clue on the cost to run a business. Their $25 for five minutes is $300 per hour...over $600,000 per year and that's all they see. Rent, heat, tool costs, un-billed time and so on are items they have no clue on.
It sounds like they had a little attitude about the whole thing when they clearly received great value for their dollar. Too bad for them, it sounds like they lost a source for help.
Don't forget the value & background costs associated with a skilled (let alone a Master) craftsman, which is a completely seperate consideration than business overhead.
Historically, I've rarely needed to visit a Gunsmith, but on the occasions where I have - e.g. for stuff beyond my ability/skill to diagnose and/or repair/modify myself; the thought of haggling has never even crossed my mind for a second, and can remember at least a few times where I offered more than was asked, simply out of gratitude for the work (of a Master Smith) and convenience...
Sounds like he got off cheap.
They came up with $300/hr for the task? Tell them it was $5 to turn the wrench and $290 to know how to turn the wrench.
Quality work costs money. Shoddy work is cheap.
buffalobo
11-23-2018, 23:56
Crap...I don't care what Rob charges...it's worth it. Usually I think Rob doesn't charge enough. But, I have found if I buy the parts from Bowers to begin with, I don't get charged at all !?!? Beat that freakin deal.
This has been my experience.^^^
Most disappointing is complaining after the purchase remotely. Makes em scumbags.
DireWolf
11-24-2018, 00:01
They came up with $300/hr for the task? Tell them it was $5 to turn the wrench and $290 to know how to turn the wrench.
Quality work costs money. Shoddy work is cheap.^this is a much cleaner expression of my earlier point
OtterbatHellcat
11-24-2018, 00:15
Had this happen all the time in the automotive world.
Yeah, if you can best flat rate that doesn't mean you charge less....it means the customer got the service done faster than most other places would have completed it, but it's still worth "X". The equal and opposite side of that is when you get your ass kicked in diagnosing some weird damn problem, but only charge them something fair at your loss,....and they still bitch.
BladesNBarrels
11-24-2018, 09:45
... We even got to the point where we would ?sit? on the car ...
Had a shop supervisor that called this the "sunshine treatment"
Go park that out in the sunshine and see if it heals itself!
Rucker61
11-24-2018, 09:50
Should have said the rifle back, we will untorque the barrel, refund the $25 and sell you the $25 wrench and $50 vise block to do it yourself.
Or, "I'm charging you $25 to save you $75".
Singlestack
11-24-2018, 11:34
I run my own legal business. I don't tend to hear this (only one time) very often since most people know attorneys and law firms charge up the wazoo and sometimes overcharge. I know exactly what they charge, and I'm a fraction of that.
People have such a f***ed idea of labor and skill charges. The really stupid thing is if you kept the parts there all day and charged them $25, they probably wouldn't have complained.
The Graybeard engineer retired and a few weeks later the Big Machine broke down, which was essential to the company’s revenue. The Manager couldn’t get the machine to work again so the company called in Graybeard as an independent consultant.
Graybeard agrees. He walks into the factory, takes a look at the Big Machine, grabs a sledge hammer, and whacks the machine once whereupon the machine starts right up. Graybeard leaves and the company is making money again.
The next day Manager receives a bill from Graybeard for $5,000. Manager is furious at the price and refuses to pay. Graybeard assures him that it’s a fair price. Manager retorts that if it’s a fair price Graybeard won’t mind itemizing the bill. Graybeard agrees that this is a fair request and complies.
The new, itemized bill reads….
Hammer: $5
Knowing where to hit the machine with hammer: $4995
BPTactical
11-24-2018, 18:19
I had people tell me I didn't charge enough before. I would tell them that I would rather lose a few bucks on the front side because I wanted them to walk back in the door of my establishment.
Guess what? They always did walk back through the door the next time they needed work done.
I preferred the "Long game" business approach.
Far too many in this trade elect to gouge their customers for every dime they can. Then they act amazed when they have no business.
If the business tells the customer the price up front and the customer agrees to the price and after the work is done satisfactorily, the customer is charged exactly the price they were quoted, the only person to blame if they are not happy with the cost of the job is the customer.
Some services can't have a price quoted immediately due to the nature of the work, but once the price is quoted, I expect the business to honor the price just as the business expects me to pay the bill.
And BP, your prices were too low for the quality of the work you did.
I deal with this all the time. We're a flat rate company for the most part. We tell you the price up front and its not a dime more or dime less.
Some people will agree to the price, have me do the work, and then try to throw a fit.
I've had people refuse the repair and refuse to pay for a trip and diagnostic because we "didn't do anything" .
That usually makes me quite upset and I proceed to tell them that I put a $40/hr employee in a $30K truck with $10K worth of parts, equipment and tools and drove it to your house, fully insured just in case my employee breaks his leg because you forgot to shovel your walkway... All for the low price of $79.... Pay up sucka....
The entitlement mentality taught in schools and universities rears its ugly head, nor do they understand that there are consequences to bad and/or chickenshit behavior.
All you rich small business people need to give back to the community. /sarc
Jeffrey Lebowski
11-25-2018, 08:44
I had people tell me I didn't charge enough before. I would tell them that I would rather lose a few bucks on the front side because I wanted them to walk back in the door of my establishment.
Guess what? They always did walk back through the door the next time they needed work done.
I preferred the "Long game" business approach.
Far too many in this trade elect to gouge their customers for every dime they can. Then they act amazed when they have no business.
Hey....Denver Gun Room.
osok-308
11-25-2018, 12:01
Ahh yes, why pay $25 dollars to have an important part installed correctly?
If I ever need that done, I'll go to you guys, sounds like a great deal
Sent from my SM-G950U using Tapatalk
I sometimes get the clients (not attorneys, mind you- they understand) that will balk at my prices and say, "well, what if I do X, will that lower the price?" Trying to nickel and dime me down. It's aggravating.
68Charger
11-25-2018, 12:32
Reminded me of this story:
https://www.reddit.com/r/ChoosingBeggars/comments/9u2rev/found_a_wild_one_on_the_high_sea/?utm_source=reddit-android
BushMasterBoy
11-25-2018, 14:13
I get paid to fly the earth around the sun. Everybody still bitches.
I get paid to fly the earth around the sun. Everybody still bitches.
Better that you have that job than me. If I had that job, I would have pulled over at least a dozen times and kicked some people off the bus for bad behavior.
Bailey Guns
11-25-2018, 15:11
If I had that job, I would have pulled over at least a dozen times and kicked some people off the bus for bad behavior.
No kidding...I'd probably just call it day and drive it right into the sun.
I get paid to fly the earth around the sun. Everybody still bitches.
Could you do something about Daylight Saving Time? Having consistent 24 hour days would be appreciated.
SA Friday
11-25-2018, 19:51
I had people tell me I didn't charge enough before. I would tell them that I would rather lose a few bucks on the front side because I wanted them to walk back in the door of my establishment.
Guess what? They always did walk back through the door the next time they needed work done.
I preferred the "Long game" business approach.
Far too many in this trade elect to gouge their customers for every dime they can. Then they act amazed when they have no business.
We whole-heartedly agree and also do our work at a very low price. Even then, some people you just can't reach.
Seems like a completely fair charge. The tools are most of it. Who cares if it's a 5 min job with the right tools when those tools cost $250 to buy.
Let me sell you theses and I'll send you the link to the youtube video. :)
Now I was annoyed when I was going to get a winch on my Tundra and got a 4K quote for the winch and bumper (which was like $1750 one every internet site) and they didn't even mention a lift being required until after I asked, bringing the total to close to $14K to add a winch. But it was my choice so I didn't do it.
That company was recommended by several people here so I'm assuming that's just what a winch + lift costs if you can't install yourself. So I will probably never have one.
For $25 you should have shown him how to do it.
https://www.youtube.com/watch?v=R2a8TRSgzZY&t=6s
[Sarcasm2]
Dude's girlfriend doesn't like him having guns.
As a result, she probably henpecks him every time he spends any money on gun stuff.
Shit rolls down hill, e.g. you get a call where she can make her complaints known.
SideShow Bob
11-26-2018, 12:43
So,
Did the girl friend call, or did she show who wears the pants in the relationship and make him call, then jump in the conversation when he was being too timid ?
spqrzilla
11-26-2018, 13:52
What a tool.
Took them both an hour to do some math?
An hour to find someone who could do simple division.
spqrzilla
11-26-2018, 13:55
A gunsmith with the proper gunsmithing tools doing a job immediately, properly, and $25 for the job... Ya bud. Let me refer you to anyone else and see how that turns out. Sadly, I can't say it was unbelievable.
There is work that I just don't take anymore because people with inevitably bitch about what I have to charge. Usually its a small assignment from someone who I know will never bring me any other work, so I just say I don't do that.
Next time make them leave for it 4 months charge them $200 and it will be more of a true "gunsmith" experience :)
This!
spqrzilla
11-26-2018, 21:51
Back in the days when I shot in the Southwest Pistol League, there was this gunsmith that everyone claimed was the best pistolsmith around Southern California. Not only was he notorious for the six month waiting time issue ( by which I mean that you added six months to any due date that HE gave you), but he was notorious for giving you back a gun that did not have what you asked for done to it. Instead he would do what he thought was a better modification.
Only good thing I can say it that he would not engrave his name in capital letters on the slide ....
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