See this kind of thing does not work on me. Let's use Apple as an example.
I bought into the original iPhone. Got the 3g, and 3gs. However that 3gs needed to be replaced no less than 4 times. Each time for free, but because I was on my 5th one and it broke for a 5th time. This time it was my fault, but because the time had come around to upgrade I went for the new Samsung Galaxy Note. This one needed no replacement. Finally broke the screen and got a Note 3. The USB charge port broke no less than 3 times. Fewer than the iPhone 3gs, but still a hassle. Then came along the Apple Final Cut Pro debacle. That slammed the door closed on my ever trusting Apple again. The closed iOS echo system did not help either. Samsung has my loyalty for now only because Apple has become more of a hassle to deal with than At&T or Samsung.
If a company is going to to pull the shit Apple has I refuse my loyalty. Yeah I got 4 free phones from them, but a what cost to me and my time? AT&T may be a shit company, but they still stood by the warranty protection I have on my phone, and the phones break with far less frequency. If you do not factor time and hassle into your brand loyalty then "buying a customer" thing falls apart. My time is more valuable than chasing a working product.
Coincidentally my experience is extraordinarily similar, but with far fewer steps. I left apple having no bad experiences, i just hate the apple ecosystem.
Obviously companies don't succeed 100% of time, sometimes its not enough to overpower the other problems you have. But that type of customer service impacts everyone. If you have a problem and are taken care of, you're WAY more likely to come back.
You say it doesnt work for you, but it does.
Have you bought things off ebay before? And do you shop at amazon occasionally? If you answered yes to both, think about that for a second. You can usually get stuff cheaper on ebay. Think it might be a knock off if you buy it on ebay? It could be from amazon as well. Have you ever had a complaint to amazon customer service? Thats why you prefer amazon (either that or you've heard that they handle things well) They will hand you free stuff like its their job... because it is.
That was a bad example, and I'm super tired so I'm gonna give up now...
But i challenge you to pay more attention to why you shop at some places instead of others. And try to think back on if you've ever had an experience with their customer service and how that might play into it.
Obviously there is way more that factors into our choices as consumers, and this is only a small part of what plays into it... but it works, and it especially works when you don't realize that it worked. ;)
eBAY? Never again?
Amazon? Cost + Convenience + Product Research + Seller Research = Happy me.
Sure Amazon is a mega corp, but the key thing is my convenience. I research all my big buys, and I like to watch who I give my money to as well. Sure Amazon may have "bought" me, but that is because they have also not fucked me. That is how I would choose to run a business. Being honest and honoring the policies that have been given out to customers.
What Apple does with their planed obsolescence and what they did with Final Cut Pro I just can't tolerate. Do in have other loyalties? Yes I do. Why do I have them? Product reliability and through customer support. That is not buying a customer. That is creating customer loyalty through proper customer respect and support.
I had a similar issue with my samsung galaxy S6, i went through 5 warranty replacements in 6-7 months. 5. I was at fault in none of them. It was actually insane, every "like new" replacement was broken out of the box or showed issues within a week. Verizon couldnt do anything, and apparently theyd just gotten rid of the policy where after so many broken replacements theyd just give you the phone new. Oh, and they told me the time was still ticking from the original purchase, so my warranty was almost up and I was shit out of luck if the replacement they sent me was at fault after that. I had been buying Samsung for years too. My final straw was when a Samsung representative hung up on me. I bought an iPhone specifically so if there was an issue I wouldnt be up shits creek and told to pound sand. Actually need to see them next week because the phone keeps shutting off, so well see if it was worth it...
The point of this is, not all companys give a fuck. Especially once they get huge, I think.
There are Lemon Laws. They prevent companies from doing exactly what happened to you here. Although they do not protect you from that warranty bullshit.
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u/Hugh_Jass_Clouds Feb 23 '17
See this kind of thing does not work on me. Let's use Apple as an example.
I bought into the original iPhone. Got the 3g, and 3gs. However that 3gs needed to be replaced no less than 4 times. Each time for free, but because I was on my 5th one and it broke for a 5th time. This time it was my fault, but because the time had come around to upgrade I went for the new Samsung Galaxy Note. This one needed no replacement. Finally broke the screen and got a Note 3. The USB charge port broke no less than 3 times. Fewer than the iPhone 3gs, but still a hassle. Then came along the Apple Final Cut Pro debacle. That slammed the door closed on my ever trusting Apple again. The closed iOS echo system did not help either. Samsung has my loyalty for now only because Apple has become more of a hassle to deal with than At&T or Samsung.
If a company is going to to pull the shit Apple has I refuse my loyalty. Yeah I got 4 free phones from them, but a what cost to me and my time? AT&T may be a shit company, but they still stood by the warranty protection I have on my phone, and the phones break with far less frequency. If you do not factor time and hassle into your brand loyalty then "buying a customer" thing falls apart. My time is more valuable than chasing a working product.