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What would you guys do? I have a customer that moved into a space and took over a 0x32 R1 T1 and wanted to up grade to the PRI. I told them 3 months ago that the cost would be around $3,500 to up grade the software and keep the nam vm system. So we ordered the PRI code the DTI card and the services card.I sold them the stuff at my cost because they cried so much at the cost of the PRI equipment. MY neglect was to not consider the software up grade to go from R1T1 to MICS 4.0 so I hit them up for the additional cost of the software up grade. They have paid for the PRI key code athe DTI card and the service card. and now want a full refund including the shipping charges, they put the listed items on their credit card. So the question is should I refund the money or get them the software for free and keep them as a client. Keep in mind that they saw the invoice for the equipment and and know the cost of the software.
Any and all feed back please.

Your "customer" is taking advantage of you as they want something for nothing. You are expected to make a reasonable profit. That's why clear thinking and honorable people are in business. Then, there are the "others"! You do not need a customer like this. Let them be someone elses headache.

If you are selling them stuff at cost...what do you lose if you don't sell them anything else??

Selling at cost? How do you stay in business. If you can get your money back and break even let them go.

Well, plan A was to sell at $3,500.00 may make a profit then thay began to cry and wanted to pay over net 30 net 30 net 30 you know over 3 mos I refused that and offered at my cost and pay the labor cost in setting it up. So my bad judjement call was when I mis quoted and neglected to tell them about the software up grade app $400.00. So we are now in a stall mode. they just want the money back all they were charged which includes shipping, and a possible re stock fee I may be facing. So with all that said should I accect some blame and get the software or refund ?
tks

Sorry and let me add that if I had Quoted the $3,500.00 and they accepted that and I had forgotten the software I would have footed that expense, and not tried to pass it on to the customer. Now I am afrade that even if they accept the software at cost that I would have to install and set up for free.

Let them go. The chances of them finding another vendor to give them equipment at cost are slim to none.

After they shop around, they may come back. And when and if they do, the only deal they would get is for the $3500.00. The "at cost" deal would have been a one time only special.

I only give discounts for good repeat customers, and for the customers that pay promptly. And I do that for very few.

double post oops :scratch:

Tell them you will return the already purchased equipment minus a 20% restocking fee. Or they can buy the software and get on with business.

They are trying to take advantage of you and you must be strong even if it means losing a customer. You won't be making any money anyway so why fret. Have generated the keycode or is it still just an auth code?

Sometimes in business we make mistakes, forget items in our quotes.

I agree, drop them. However, why would you want to put 4.0 software in for a PRI? Too many issues...