la9 wrote:I tried to order a machine, paid for it, waited 17 days and nothing, updates or emails. I asked what the problem was and my order was cancelled and my money refunded.
I have read your posts and the other comments and I come
away feeling that I've missed something. As if I have only
one side of the story, or something was left out that would
clarify or change it significantly.
In a related observation I've noticed that many main stream
businesses have a policy that if they can't deliver as promised
they provide a prompt refund or compensation (free coupons,
discount future services, etc). Sometimes these benefits are
"hidden" but easily granted to DCs (Difficult Customers).
THis seems to be the way corporate franchises operate. The
coupons are preprinted! That indicates they do this routinely
and in volume.
I think this has been going on for a while and consumers are
now conditioned to expect it. The idea is that a refund is
a "make good" and not an admission of wrong doing, and
more importantly a "free next time" or "discount next time"
will keep a customer returning.
On the darker side I've noticed (mainly with young adults)
that the 'free stuff' completed erases the bad service or
error that got them there in the first place. Its almost
as if the vendor has deflected the bad customer instead
of actually making good on the problem in the first place!
In some cases the problem of not delivering a service is
an acceptable cost of operations (due to equipment
failures, weak employee training, pre-sales against expected
guest turn out, etc.)
I can't believe that you gave an purchase order and pre-payment
to a vendor and they simple returned it and walked away.
They must have some other motivation to distance themselves
from you in particular, because they have already paid both
an oportunity cost (losing a sale) and spend time and
effort on you without any compensation or future revenue.
Keep it up and they will go out of business. Not good for
them or for present customers (expecting after sales service)
or future customers that may decide not to roll the dice
and place an order.
Perhaps the other party is aware of this discussion and
would like to share their view?