I write this post based on my latest experience of buying two products from a leading retailer and then returning them both after scarcely being able to use either one. Every one of us has experienced this common scenario on a regular basis.
The first product was a home water filter made by Fortune 100 chemicals major and the second product was a piece of furniture made by leading producer of “ready to assemble” residential furniture.
In the first case, I simply could not get the product to work as anticipated. After tinkering for an hour or so with it I headed to their website – was extremely dismayed to find no product support/self-help available, had a long wait time to get to their customer care and there were no FAQ’s on what could go wrong and how to fix such issues. It seemed like the “big-company” had forgotten its retail customers or were not very inclined to serve them. Therefore, I took my receipt and headed back to the store.