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But they didn't actually get the $700 they refunded it, along with spending who knows how many support hours along the way. Maybe there enough people out there
by imgabe 7y ago
But they didn't actually get the $700 they refunded it, along with spending who knows how many support hours along the way.
Maybe there enough people out there who don't notice a $700 overage to offset that, but it seems like there would at least be a visible decrease in support costs if they had a better system.
- chrisgarand 7y agoPart of retail sales is people not caring enough to spend the energy to return / get a refund. Even if this story resulted in a refund, there are probably 100 other who didn't bother because it wasn't worth their time.
- jjoonathan 7y agoI suspect that full refunds for user mistakes aren't entirely typical. Not everyone has a high spend account and a rep who brags about their policy of refunding mistakes frequently enough to snipe them with "If you have a policy of refunding mistakes, then why didn't you?" in front of customers. I would like to emphasize that I've chosen my words carefully: I don't know for certain that the rep intervened, but I made trouble, emailed him the information necessary to resolve my issue, and then my half refund became a full refund. Any connection between these dots is pure speculation on my part.
- deogeo 7y ago> user mistakes The first 2 points in GP's post were Amazon's bugs. It's not a user mistake if the user fails to fix the vendor's bugs.
- jjoonathan 7y agoI am GP. I agree, of course, but when a company wants to blame the user, it usually finds a way.
- Xelbair 7y agoWild guess.. refunds happen in separate department, and do not affect his/hers KPI.