After Jérémy for the parcels and Camille for the customer side, we head to the workshop for everything to do with maintenance. We discuss repairs, warranties and maintenance with Dante, our metal technician.
Hello Dante, see you for the blog interview series!
Hello J. I’m Dante, the workshop’s creature, and in the Green 220 adventure since the beginning i.e. for over 3 years now. I deal with quotations and repairs for products bought on our site. I also manage the spare parts stock and replenishment of the sites.
It’s true we don’t see you very often, we must be worried?
Not at all, I help Jérém’ prepare the parcels, I receive the return parcels and those whose RMA (NDLR: “Retour Marchandise Accordée”) is open, I do the estimates and of course the repairs! It’s a bit messier than those ladies and gentlemen behind their keyboards!
So there are a lot of product returns, are there?
Yes and no. Yes, because I’m busy all day, and no, because of sales. We also work with major retailers, so you have to take that into account. If a customer buys a product from us, he can return it free of charge for a diagnosis. From there, there are two possibilities: taking charge under warranty or drawing up a repair estimate. And if it doesn’t suit the customer, all they have to do is pay the cost of returning their wheel or scooter.
How does the quote/warranty arbitration work?
It all depends on the breakdown and the condition of the product. A puncture, for example, is quoted directly, and so is a fall. We also take into account the general condition of the product, of course. Overall, about half of all products are taken under warranty, but you know human nature: the ones who talk about it the most are the ones who are disappointed, who have been refused warranty.
Have you ever had anything crazy, or what happens in the workshop stays in the workshop?
As you say, what happens in the workshop stays in the workshop, I like that phrase I’m going to put it at the entrance! We’ve already had everything and anything as packaging, plastic bottles or a box made of three / four different cartons. Even the Post Office had to reinforce it! Other than that, we’ve had products in a deplorable state, with a kilo of dried mud, wheels cleaned with a karcher, others that have had “no impact” but whose internal and external shells are cracked all over…. The list goes on and on!
You help create the tutorials too, with Camille: is it based on your repairs?
Not necessarily, some are classics like changing an inner tube, others follow customer requests. We can’t do a tutorial on everything, even though we have a lot of spare parts. Some parts are reserved for users who are experts in their field.
A final word?
Yes: we can’t make a reliable diagnosis from a distance. You have to see the product to find out what’s wrong so you can repair it properly. Otherwise it could be a faulty motherboard, or an end-of-life battery, or maybe both… And just because “the Internet says that” doesn’t mean it applies to you 🙂