When I call some company that has happily taken my money but given me some broken piece of crap in exchange, I end up on the phone with some twinkie customer service rep.
I explain, I bought your item and it doesn’t work. Invariably, the response is “It’s our policy…” Your policy? Who cares about your policy. How about selling things that work? It’s my policy to kick your policy’s butt. Since when does your policy trump your legal obligation to provide goods and services that serve the function for which they were sold? Since when do you get to tell the customer how high to jump? You screwed up, now make good on it.
How do companies get away with this? We let them. We do what they tell us to do, like lemmings walking off a cliff. It won’t stop until we refuse to accept it.
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I really have wondered this often myself.
Mark on September 19th, 2007 at 3:41 pm | Link
But does anyone have the balls to do anything about it enough to affect a company’s bottom line in order prove your point?