Not sure what to do with this customer

[Riley]

Fitted some taps basin and downstairs loo for a customer. Identical taps from ultra finishing. She contacted me a week or so ago saying that the taps had badly tarnished and sent me pictures to that effect. as she lived 15 miles away I took her at her word and even though it was just outside my guarantee period I decided as it's Christmas I will go and swap them over as it was quite quick and easy. Ultra finishing to their credit did send through two new sets without question I've just gone over there today and the taps that I fitted are pretty much immaculate none of the chrome peeling and tarnishing that she was complaining about.
As a result I changed the taps but am now thinking I should charge as there is nothing wrong with the original set
Would you agree

 

[Rickster123]

Is she likely to be a long term customer? I think I'd let it go. But then I'm on an incredible amount of painkillers at the moment so my judgement is impaired.

 

[ShaunCorbs]

Was she there when you change them the second time what did she say and did you leave the first set with her ?

 

[hammers4spanner]

Annoying but let it go , if i was you just put a little note in your phone.

 

[Riley]

No took the first set and no she was at work. Not quite sure what to do. I thought I'd better take the taps in case there was comeback

 

[ShaunCorbs]

No took the first set and no she was at work. Not quite sure what to do. I thought I'd better take the taps in case there was comeback

If they were an easy swap I would let it go tbh

 

[Riley]

As I say she's a lovely lady but I just think too high an expectation of how well a tap stays

 

[ShaunCorbs]

As I say she's a lovely lady but I just think too high an expectation of how well a tap stays

You don't know you might get more work off her and just add an extra hour on that 🙂

 

[Riley]

Fair enough I shall bite my tongue.

 

[plumben]

if it was me i would inform the customer that there was nothing wrong with the finish on the taps and let her know that they should only be cleaned with soft soap exetra like a shower screen
but you've swapped the tap never the less and theirs no charge for a valued customer although your open to a nice wedge in your Christmas card

 

[SimonG]

I wouldn't have swapped and had serious talk about time wasting.

 

[rocketmanbkk]

I think if you try to charge she might kick off unless you've pre-warned her that the job will be charged if your time is wasted it there's nothing wrong with the taps.

What did you tell her?

 

[lame plumber]

I would have left the new box and kept the new taps 🙂

 

[plumben]

I would have left the new box and kept the new taps 🙂

and then charged her

 

[Riley]

Cheers all

 

[tomplumb83]

Went to a customer afew months ago with the same problem. Ultra taps were tarnished. Not fitted by me thankfully.
Reckons she had cleaned them with nothing abrasive. The chrome was tarnished, never seen it before.
Mind you, she then asked for a bathroom quote. Accepted my quote but bulked at the price of the local bathroom shops kit - "I want quality stuff". Havent heard from her in a six weeks....

 

[WaterTight]

If there was literally absolutely no difference between them and the new ones I woudn't change them because I'd feel like an idiot doing so. There's always a nice polite way to point out a difference of opinion. Especially when you're right.

 

[oz-plumber]

Put it down to experience.....and she will be calling you the same time next year to do the same thing.

Send her a bill to cover your time.

After all - its Christmas for you also