Many Unhappy Returns
With air conditioners, Abt applies a strict return policy. "If you're going to borrow the air conditioner for a week of heat, there's going to be restocking fees. You can charge when you can." He makes exceptions, however, for good customers who return items. The restocking fees, according to Abt, are targeted to abusers only.
Bob Hana, Runco president, says that as a manufacturer, he takes retail relationships very seriously. "Our relationship with the customer is strongly held through the dealers," says Hana. "One of the requirements to be a Runco dealer is training. This is when we address the issue of set up and control. And I think that return issues are often an issue of not understanding the technology."