Chapter 18 - Store Policies and Procedures

http://www.cbc.ca/marketplace/blog/2010/02/what-no-haggling-on-my-logitech-warranty.html


Summary
A man bought a new set of speakers over Christmas. After the failure of the speakers after two weeks, he returned to the store in Toronto where he purchased the speakers. Nicely enough, when this man didn't have his receipt, the employee there printed him a new one and told him good luck without hesitation. He went home and decided to call the customer service for Logitech and the man asked him a few questions such as the model he was using. He didn't know it at the time and the employee from Logitech said he would open up an account for him so he could use and also gave him a different number so he wouldn't need to go through a lot more of the other troubles.
After his second call, employee from Logitech listened to the problem and told him that he would send over a new set of speakers immediately. But because the model the customer had, he sent over a slightly better model of the speakers. The customer received the new speakers in two days.

Connections
Some of the connections we could spot out right now is the customer service and the warranty. First of all, the employee that worked at the store the customer bought was nice enough to print out a new copy of the receipt and wished him luck, making the customer feel like they are important. Another connection is the warranty. The company didn't neglect him and actually listened to the customer's needs and gave him a warranty that was "promised" when the customer bought it. Another good connection here is that the company didn't argue with the customer and gave him a new product within the two days! That's what I call a good company.

Reflections
Even though I have never used my warranty, I am happy with the policies they have. Somtimes I wonder how the person on the other side of the phone trust that customer whether or not the product is broken or not working if they don't ship it over to the actual company.
On the other hand, sometimes, I think the warranty thing is just there so you feel like the company is behind you 100% if it breaks. What I've heard from my parents, cars that say that they have warranty for that amount of time, it doesn't break during that time! It usually breaks or have problems right after the warranty is over! Maybe warranty is just another way to lure the customers into believing that the company will recover any loss. That's just my opioions, but maybe it's true. I have yet to experience it.