Apparently (according to engadget) Griffin (who make accessories for ipods and stuff) have an extremely quibble-free replacement policy. If you have a problem they immediately replace the thing and ask you to 'destroy the non-functioning device in a creative manner - and send photographic evidence'. This is someone doing just that with an itrip.
What an excellent thing for a company to do. Just the kind of idea that wins a bit of loyalty in a crowded market - demonstrate that you trust your customers, encourage them to have some fun and get yourself some PR at the same time. Brilliant.
Now thats a great idea.
If only bigger companies were so accepting of ideas like this.
Posted by: Rob Mortimer | March 26, 2005 at 08:53 PM
Prob because of the proverb about a few bad apples.... I'd like to bet that a significant number of people would be claiming for faults that don't exist, getting a replacement item and selling the "spare" item on eBay.....
Am I too cynical?
Posted by: Gina Smith | March 29, 2005 at 01:17 PM
yes, with all due respect, I think you are being too cynical.
I think you're saying that companies should assume their customers are cheats and liars.
I know that's the prevailing wisdom, and experience may suggest it's true, but I think the companies who are willing to trust their customers will find themselves trusted in return and will build a stronger brand as a result.
Posted by: russell | March 30, 2005 at 09:07 PM
Definitely.
The number of dishonestly returned unit are worth less than the cost of equivalent publicity and promotion they gain from it.
Posted by: Rob Mortimer | April 02, 2005 at 01:04 AM