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What’s Your Store’s Warranty?
March 18, 2008
Policies and warranties—they gave me such trouble when I was creating the receipts for the new store. One the back of the receipts—is the usual exchange and return policies for in stock items as well as special orders. I also have a disclaimer about blood diamonds, a tidbit on all colored stones being at the very least heat treated, and a blurb about rhodium. What I don’t have is warranty information and a customer asked one of my employees just last week when a diamond we set fell out of her band and into the ultrasonic.
Story:
Customer purchased a loose diamond, solitaire setting, and a plain 3mm white gold band. The jeweler set her .01 pointers in burnish halfway around the band as well as in the engagement ring. The customer came in only 2 weeks after the purchase and asked if we could clean her rings. An employee put her rings in the ultrasonic and then steamed them—then realized a diamond had come loose and fallen out while in the ultrasonic.
Employee was honest with the customer and told the customer the diamond fell out and we would repair it at no charge. Customer said, “I decided to set the diamonds like this because I had lost so many in my other setting. What would your company do if the diamond had fallen out outside of the store?”
Employee:
Thinking quickly, the employee said, "If a stone comes out due to a defect, we will warrant it for a year, but you need to make sure it is brought in for cleaning and checking periodically. If it falls out due to abuse we will repair it, but there would be a charge.”
Is warranting a product for a year—standard in the industry? I did some calling around and most in my market warranty an item for a year. I did remember a store I worked at warranting a diamond purchase for life—but a customer had to come in every three months for cleaning and checking—we kept a log and they signed each time they came. We kept hard copies of this form.
What about large solitaires—one carat and up? Does the same warranty apply?
Posted by Shanu Singh Guliani on March 18, 2008 | Comments (7)
