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> However, you can't get away with a lot of ignoring unhappy people if you sell them expensive consumer gadgets that don't work properly. They'll do things like
by krakensden 13y ago
> However, you can't get away with a lot of ignoring unhappy people if you sell them expensive consumer gadgets that don't work properly. They'll do things like returning the item (substantial overheads for you even if it's in resaleable condition) or charging back the purchase fee if you don't make a return reasonably easy (more immediate overheads, and if you develop a pattern of this happening it's going to hurt your long-term overheads with the card companies as well).
People keep saying that, but is it really true? People buy lots of things from companies famous for terrible customer service all the time. I understand wanting it to be true, for sure...
- Silhouette 13y agoIt probably varies a lot with the nature of the product and the wealth of the individual. It's a hassle to return things and someone busy might not bother returning something that was not, to them, very expensive. Still, I suspect it's true to a much greater extent for physical products than ad-funded on-line services. If you spend real money on something and it really doesn't work, I think most people I know would err on the side of returning it and claiming a replacement/refund. It might also be worth mentioning that many places have explicit consumer protection laws that cover this kind of situation, so vendors/manufacturers can't just brush their responsibilities under the carpet because providing actual customer service people to deal with customers is expensive.