Why I Spent $1,200 to Replace a Defective Part (And Would Do It Again)
Introduction
When Things Go Wrong
THE REAL COST OF STANDING BEHIND YOUR WORK
Two weeks ago, we installed a battery backup system for a sump pump.
Good job, happy customer, everything worked perfectly.
Then I got the call - the battery backup wasn't working.
My first thought was probably the same as yours would be: check the simple stuff first.
Maybe it just needed a reset or adjustment.
But this is where things get interesting.
Because what started as a simple service call turned into a $1,200 lesson in what it really means to stand behind your work.
And honestly, I'd make the same decision again tomorrow.
What Happened
The battery backup we installed came from our regular supply house - a trusted source we've used for years. We installed it correctly, tested everything, and the system worked fine when we left. But something was wrong with the unit itself. It was defective from the manufacturer.
I drove out to check it the first time. Ran diagnostics, checked connections, tried everything I could think of to get it working. No luck. So I came back a second time with different ideas and new troubleshooting approaches. Still nothing. The unit was just bad.
At this point, I had a choice to make. I'd already spent hours on this problem. The homeowner had paid in full. The defect wasn't our fault - it was the manufacturer's. Most companies would probably try to work something out with the customer, maybe split the cost of a replacement or charge for the extra service calls.
Instead, I went out and bought a completely new system. Not just a replacement battery backup - a better one. Cost about three times what the original unit cost. Then I drove back out, pulled out both sump pumps, removed the old battery system, and replumbed everything from scratch. Two more hours of work to get it all installed and working perfectly.
The Real Cost of Making Things Right
Let me break down what this actually cost me. Seven hours total when you add everything up. Multiple trips to the house, each one taking drive time. Time spent at the supply house buying the new system. Then the actual work of removing everything and starting fresh with the new installation.
The new system? $1,200. That's three times what the original battery backup cost. And that's coming straight out of my pocket, not the customer's. No invoice for the extra visits. No "restocking fee" or "service call charge." Just me making it right.
Some people might look at that and think I'm bad at business. But here's what I know: that $1,200 and those seven hours bought something you can't put a price on - trust.
The Easy Way Out (That We Didn't Take)
I could have called the manufacturer and started a warranty claim. Waited weeks for them to process it while the customer's system sat broken. Could have told the homeowner it wasn't my fault and asked him to split the replacement cost. Could have just kept trying to repair the defective unit, making trip after trip, hoping something would eventually work.
A lot of companies would handle it that way. And technically, they wouldn't be wrong. The defect really wasn't our fault. But here's the thing about being owner-operated: there's nobody else for me to pass the problem to. The buck stops with me. And when you're the one making promises at the sales table, you're the one who needs to keep them.
What I Promise at Every Sales Table
When I sit down with a potential customer, I tell them straight: if something goes wrong after you've paid, I'm still coming back. That's not just a sales line. That's a promise. And today proved it.
This homeowner had already paid in full. The job was "done" two weeks ago. But done doesn't mean finished - it means finished right. If something's not working the way we promised, then we're not done yet. Simple as that.
This is the difference between working with an owner and working with a commission salesman. When I sell you a job, I'm the one who's going to make sure it's right. There's no corporate office to call. No passing you around to different departments. Just me, standing behind what I promised you.
Why This Customer Chose Us
Here's something important: we weren't the cheapest quote this homeowner got. We were right in the middle on price. But we offered more than the other companies did - better documentation, direct owner involvement, and a clear promise about what happens if something goes wrong.
He chose us because we were upfront about everything. And today, he found out that those promises weren't just sales talk. When something went wrong, I showed up and fixed it. No arguments, no excuses, just made it right. That's exactly what he was paying for when he chose the middle quote instead of the cheapest one.
The Math That Actually Matters
If you only look at this one job, I lost money. Seven hours and $1,200 out of pocket on work I'd already been paid for. But that's not how you build a successful business. You build it by doing what you say you're going to do, especially when it costs you something.
That homeowner is going to tell people about this. He's going to leave a five-star review. He's going to recommend us to his neighbors and friends. And when someone asks him if we really stand behind our work, he won't have to guess - he'll know for sure.
That's worth more than $1,200. That's worth more than seven hours. Because reputation is everything in this business, and you can't buy a good reputation. You have to earn it, one kept promise at a time.
Our Commitment Going Forward
This isn't a special case or a one-time thing. This is how we do business, period. When you work with Crawl Logic, you're getting a promise backed by action. If something goes wrong - whether it's our fault or not - we make it right.
No finger-pointing at manufacturers. No hidden fees for service calls. No asking you to wait weeks for warranty claims. Just solutions. Because at the end of the day, you trusted us with your home and your money. That means something to me.
Ready to Work With a Company That Keeps Its Promises?
If you're tired of companies that disappear after they get paid, we're different. I'm the owner, I do the inspections, and I stand behind every job we do. Even when it costs me money and time.
Give me a call for a free inspection. You'll get my real cell number, and you'll know exactly who to call if anything ever goes wrong. Because I'll be there to fix it.
