Quote:
Originally Posted by RichardCoulter
The agent too thought that he was doing us a favour by sending out a free remote. I had to remind him that the equipment belonged to VM and that they were legally obliged to repair or replace faulty equipment in this scenario.
I was originally told that it would take 5 days to replace, so was working on that basis.
It was only reduced to next day delivery after intervention by a manager.
In the circumstances, the service was useless to my friend without the remote control.
|
*sigh*
If the CSR had initially tried to charge you for the remote then you might have a point, as it was your friend was getting one free of charge anyway and by the CSR telling you it was a goodwill gesture in most people it creates a little bit of empathy.
Similarly most people will say that something takes a couple of days to get delivered just in case there is a delay. If you are expecting something in 5 days and it comes in 1 then again you start to feel good about the company and might consider giving them positive word of mouth or decide to spend more money with them.
The manager won't have done anything different other than possibly checking the order for the remote had gone through.