Debate: should we tell customers the truth about their camera being junk?

I had this conversation with a guy at the shop last Tuesday, an old retired repairer named Pete. He said he never tells someone their camera isn't worth fixing, he just says it's 'economically unviable' and lets them figure it out. But I've got a Keystone K-40 sitting here with a shutter that's basically welded shut, and the parts alone would cost more than the whole thing is worth. I told the customer straight up it's a paperweight and they got real upset, said I was insulting their granddad's camera. So which is it: do we soften the blow and waste their time with a quote, or do we give it to them straight and risk losing a customer? What do you all do when a camera is truly toast?

1 comments

Log in to join the discussion

Log In

1 Comment

william3203mo ago

That story about the Keystone K-40 really gets me. I had a guy bring in an old Kodak Retina once, and the bellows had more holes than a fishing net. I told him flat out it was a lost cause and he walked out mad. Sometimes being honest just means they'll go down the street and get the same news from someone else, but they'll blame you for it. I say just be straight with them but maybe don't call granddad's camera a paperweight, try something like "this one's done for, but here's a deal on a working one.

3