What happens when someone breaks a piece you sold them? - Scroll Saw Woodworking & Crafts Message Board

Charlie_1 · 04-19-2007, 11:59 PM

What do you all do when someone buy's a project from you and something happens later on down the road like it getting damaged ,broke or something or other . Do you charge them if its fixable ? or do you just replace the whole piece if its not ? and how far will you go to fix the piece if possible before you do charge ? just curious to see what views people have on this .

miamw · 04-20-2007, 12:03 AM

I think that's a great question and have thought about that myself. The only answer I can come up with is how did it break? Did it warp or twist or split on its own? Or, did their son play catch in the living room and the ball knock the piece off the mantle? The answer probably comes from other factors to take into consideration. If the piece split and fell apart or if the glue didn't hold properly, then I'd fix it for them for nothing since it would have been my fault in the first place. If they caused the piece to break such as dropping it, storing it in the attic, poking at it, then it's on them.

What broke and how and how long after they bought it?

Charlie_1 · 04-20-2007, 12:14 AM

Thats what I was thinking , and thankfully nothing broke yet ( knock on wood ) lol I was just curious to see what everyones views were in case something ever did happen like that ,to see what they would do and to see what they would do if its not fixable . depending on how much was broke ,how would you charge for that ? would it be the same way you would charge as when you built the piece or would you charge differently ?

Steviegwood · 04-20-2007, 12:30 AM

Hi Charlie, I can relate to your question in this manner. I do have a customer who had bought several items from me over a period of time. His wife was cleaning one day and knocked a sconce off of the wall and it shattered beyond recognition. He offered to buy a whole set to replace the one half that got broke. Instead I made the one peice and just recovered my cost. He and his wife are still loyal customers and have been for ten years. If I could do a suitable repair I would do it free of charge. Just as good customer relations, that would be for any customer. If it was a one time purchase I would have to determine who was at fault like Mia had said and if it was possibly my fault I would replace it at least at cost or free depending on the time lapse from the purchase date. I always remember that one compliment will not make you rich but one complaint can make you poor. Hope this helps to answer your question. Steve

minowevie · 04-20-2007, 12:45 AM

Hay little brother. I was just thinking about your quistion. and , it probley would be a idea. to inclued instructions, on the project , on how to take cair of it. like not leaving in the sun. or in front of a heater. where it could warp. or in the bathroom, unless protected buy more moister finishing. or in the drive way, where it could get run over. or played with as a basket ball. ark ark. I do believe proper cair is in hand when buying a wood project. using it for the use it was made for. if you give any , insurance on it. a limit would be at hand. or buy as is. no refund. wood will be wood. and people will be people. right. big sis Evie PS even iron rust. right

Woodbutcher68 · 04-20-2007, 02:03 AM

I'd ask what happened and then decide.
I have some items in a Christian bookstore and got a call that one of the crosses I made broke while they were putting it in a bag for the customer. They claimed that it hadn't been dropped or bent, it just broke.
Now WE all know that solid 1/4" wood doesn't just break because it wants to. I replaced the cross since it was on consignment.
Last year at a craft show, I watched a woman take a 1/8" solid wood ornament off my display tree and drop it. She picked it up, acted like she had just taken it off the tree, turned to me and said, "This one's broken." I replied, "That will happen if they get dropped on a hard floor". I think she realized that I saw her drop it.
Not a problem, I'll make more.

04-20-2007, 03:49 AM

I think the customer relation aspect would be the best way of deciding. Would it be better down the road to replace the object completely at a lower cost than the original? Would it be better to repair for free or at a small charge?

Marsha · 04-20-2007, 12:59 PM

Charlie, I agree with Mia, it would depend on why it broke, and even then unless you've given a guarantee with the piece, you have no obligation to repair or replace it. I would look at the piece, determine if it can be fixed and for how much, if it couldn't be fixed, I would offer to replace it, but for the same price they originally paid for it.
Marsha

Mick Walker · 04-20-2007, 03:57 PM

Charlie 1, I used to make clocks and sell them, a few have been returned and I always repair them "free of charge". Most of the time it is just a simple fix such as the hands will come loose, etc.

B Smith · 04-20-2007, 06:52 PM

We had sold a small clock to a lady for a Christmas gift for her grandson. He knocked it off the table and broke it. I repaced the horse and rider part for a small fee.When I make the small table top type clocks I screw the base to the upright so they were able to reuse the base and just replace the top.

We had a clock broken at a craft sale by a young fellow running around and knocking it on the floor. Had his mother pay for the clock and put the pieces in a bag for her to take home.