From: Tom C
Interesting.
I'm here sticking up for Christian, and I wasn't the guy that returned
the camera. :-)
But I understand the mindset. It's not about ripping someone off. If
any one is doing that it's the mfrs., the vendors, and the retailers
that have their hoards of i-dotting and t-crossing attorneys, trying
to insure that their own interests are protected in every way
possible. And often times any action a corporation wants to take is
justified in the name of 'it's our policy'.
I'm unsure what would have happened if it was told that a drink had
been spilled on the camera. I can imagine one CS clerk saying, no
deal it must be sent in for repair, and OTOH, another one saying don't
worry about, we'll send it back, here's a new one.
If a company, retailer or vendor has a reputation for great customer
service, i.e., let's make the customer happy, I suspect they'll make
more money though gross sales alone, than they lose, through the small
% of customers that actually plan to rip them off.
Mostly, it depends on the retailer's policy regarding returns. When I
worked at XXXXXX the policy was to accept the return if it was within 90
days, the customer had the receipt and all the original contents were in
the box.
Sometimes the customer would have all the original contents - CD,
manual, cords & camera, but had discarded the internal cushioning. In
that case we still took it back.
Customers could get a refund or exchange for a new one. Theoretically,
we could refuse a return if the customer had "abused" the product.
Never happened while I was there.
I had customers tell me we had the best return policy and the best service.
I also had customers screaming at me, and telling me how much worse our
policy was than our competitors because for whatever reason they didn't
fit within the return policy and I wasn't allowed to accept the return.
Whatever.
The only thing that bothered me about it was knowing XXXXXX management
would blame me for giving bad customer service if the customer
complained to management. Didn't matter if you were following company
policy, and risked being fired if you violated that policy, the customer
was unhappy, therefore it was your fault. That was also company policy.
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