Quote:
Originally Posted by DiapDealer
I think most will just buy the book again without a lot of thought.
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Maybe in the US. Not in the EU.
I worked as a support engineer for ****.
That company had a device that appeared to have a huge design flaw, which would only manifest itself after several years. The company decided to replace all of these devices if they failed, as long as they were not yet 8 years old.
So, I had customers on the phone, complaining about a device that had failed after "just" 7.5 years of use.
"No problem sir. This is a known problem, the device will be fixed under warranty, een though it's 7.5 years old."
- "Very nice! Are you going to come and pick it up?"
"No, sorry. You'll have to send it in."
- "Oh, OK. Are you going to reimburse the shipping costs?"
"I'm sorry, but we don't. In this case, shipping costs are not covered under the warranty."
*EXPLODE*
- "SO I WILL NEED TO SPEND €6.95 TO HAVE THIS DESIGN FLAW FIXED?! OUTRAGEOUS! I WANT TO SPEAK TO YOUR TEAMLEADER! YOUR MANAGER.... THE... THE.... PRESIDENT OF THE ENTIRE COMPANY! NOOOOW!!"
And no, that was not an isolated reaction. This was the reaction of about 50% of the customers who called in with regard to problems with this device. We're talking about a €100 device that failed after 7.5 years, and could be fixed for €6.95 of shipping costs.
I think many people would be enraged (at least over here) if they would find out that they "just" had to buy all of their books over again if they'd want to reread any of them.