I'm in a similar industry, same thing, different sport. No matter the repair, we only add a small handling fee on any repairs. Just to cover any phone calls, staff time, etc... We don't try to make a profit on someone's miss fortune. Sent out services are a slightly different story, and depending on our involvement, it can be from 10% to 20%, plus what the taxman expects. Freight is always for the clients expense. We normally play open cards with the client, having invoice copies available for them. Often, we take a look at what has to be done and pass the client on to the agent directly, removing us from being the middleman. Client pays all the freight, agent directly, etc... International repairs and services are a bit more complicated, again open cards with shipping costs, repair charges (often in Dollars)' return freight, etc... Sometimes it makes more sense to buy a new "whatever" and get a new warrant and support. Anywho, glad it got sorted.
