Guest post by Eddie Russell…
For me, I learn if I really love a company when it comes time to make a return. For example, I almost exclusively shop at Costco for all my electronics because their return policy and process is so amazing. At one point, you could buy the latest flat screen television and return for a full refund a year later with no questions asked. Essentially, this would allow you to purchase the latest electronics and upgrade a year later without paying an extra dime. However, as consumers, just because we have the power doesn’t mean we should always take advantage of it.
After gaining attention among blogs and social media outlets, Costco has since modified their return policy, limiting electronics, including televisions, to a 90-day window. Abuse it, you lose it.
I started thinking about company policies rather closely after making a return myself. Over the holidays, I purchased a pair of pricy headphones for a friend. I noticed the store had a disclaimer clearly stating ‘no returns,’ but purchased anyway because I was certain it was what my friend wanted. It wasn’t.
I contacted customer service who politely reminded me their return policy. However, after listening to my pitch about ‘how getting stuck with a $250 pair of headphones I’d never use would ruin my life’ (I was a bit dramatic), he agreed to accept the return, stating ‘we like to make sure our customers are happy.’
My experience with the return and conversation with the customer service rep has turned me into a loyal customer. I don’t think any marketing campaign or advertisement could have sold me any better on the company.