After experiencing a product defect with a (not cheap) pair of sunglasses and being requested to complete a form and send the product back to them (at my expense) – I sent them the following:
My Actual Email: The finish on my T-F790 glasses is coming off and leaving black marks on my face. I understand I am supposed to fill out a form, ship them to you (my expense) and pay for you to ship a new pair back – really?
I am taking time out of my day to tell you about a quality issue you are experiencing with one of your products – isn’t this a favor to you? Won’t this help you (if you correct the problem) have a higher quality product and in turn happy clients, better profits, etc…
I’m happy to send you a picture of the problem, but you might want to reconsider your policy of putting your clients through such a hassle, when all we want is to help you and continue to advertise your product every time we wear your glasses.
Their Actual Response: (Space left blank intentionally)
When we talk about how exceptional our product or service is we have at least three opportunities to prove it.
The first is the client experience with the product or service (i.e., they make a purchase). The second is the performance of the product or service (i.e., is it as good as advertised?). The third is when we have an opportunity to back up our product or service (i.e., are we willing to really back up our promise?).
This company failed on all counts.
One Man's Random Thoughts on Life's Journey 