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May 18, 2010
When a refund and an exchange won't do
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THE article, "Many stores lack refund policy: Case" (May 6), hit the nail on the head on what I had experienced with Hewlett-Packard.
I went through three printers within a one-year warranty period, one of which did not even work the very day it was delivered and two of which were replacements.
Although HP readily replaced the printers, I think providing replacements is not enough. Neither do I think a refund suffices, especially after all the trouble of contacting customer service, troubleshooting with the technicians and work-hours lost.
A good firm must not only have a refund/exchange policy, but it must also ensure customers become repeat customers.
I recall an experience with Toys R Us in Los Angeles. One hour into purchasing a toy, we changed our mind and decided to ask for a refund. The staff did so immediately with no questions asked, no forms to fill and with a big smile. There was never a point when we were made to feel awful.
During our stay there, we went on to buy many more items from the store because of the pleasant experience.
Ng Hwee Kiang (Ms)
When a refund and an exchange won't do
<!-- by line --><!-- end by line -->
<!-- end left side bar --><!-- story content : start -->
THE article, "Many stores lack refund policy: Case" (May 6), hit the nail on the head on what I had experienced with Hewlett-Packard.
I went through three printers within a one-year warranty period, one of which did not even work the very day it was delivered and two of which were replacements.
Although HP readily replaced the printers, I think providing replacements is not enough. Neither do I think a refund suffices, especially after all the trouble of contacting customer service, troubleshooting with the technicians and work-hours lost.
A good firm must not only have a refund/exchange policy, but it must also ensure customers become repeat customers.
I recall an experience with Toys R Us in Los Angeles. One hour into purchasing a toy, we changed our mind and decided to ask for a refund. The staff did so immediately with no questions asked, no forms to fill and with a big smile. There was never a point when we were made to feel awful.
During our stay there, we went on to buy many more items from the store because of the pleasant experience.
Ng Hwee Kiang (Ms)
