David, I can see both sides of that question-to charge or not to charge? My thought is that the customer will remember how you handled their callback far longer than the original tuning you did, good or bad. Positive public relations are hard to come by, and is the stuff that makes you a hero in their eyes. Here is an opportunity to gain a chunk, and as you pointed out, they will tell others. By the same token there is a line over which one is taken advantage of and this judgement should be made on a case by case basis. We should not be considered doormats. However in my experience those times are really rare. We choose to be members of a SERVICE industry, and how we handle customer concerns is up to us. Have you noticed how we are now greeted in stores lately, and how friendly those folks are? Also it seems much easier to return an item nowadays from just awhile ago. This looks like a trend and it might be worthwhile for us to be aware of it and pay attention to our public relations too. Mike Kurta, RPT Chicago chapter
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