Indeed, and I think that's what the author was saying too.
One example: Craftsman Hand Tools. They have a lifetime guarantee, so provided you don't lose them, you're done buying screwdrivers and wrenches for life.
True story. I walked into Sears with a broken socket wrench.
Sears guy: "Wow. What happened to that?"
Me: "Well, I had a bolt that really didn't want to come loose, so I had a six foot cheater bar and I was bouncing my whole weight on it when suddenly it exploded."
Sears guy: "Yeah, that would do it. Let me see what I can do..."
[check in the back]
"Well, we don't have that model in stock, so here's a new one from our Pro line. It's a bit more expensive, but it's probably a bit stronger too. Good luck with that bolt."
I've had that same conversation on 3 different occasions, each with ludicrously mis-used tools broken entirely through my foolishness. All replaced for free with a smile.
Yes, but when the original author said it he was rude and condescending. Rude because there is simply no polite way to call someone a loser. Condescending because he assumed that ignorance was the only reason someone would buy something of low quality and that everyone reading the article would have money to buy high quality things.
Almost everyone in the U.S. has access to an internet connection. If not in their home, in their local library. The median household income in the U.S. is around $50k. Many people earn much less than that, and they still manage to get access to the internet. If you are used to living with above-median income, you should be humble when saying what people earning much less than median can and can't afford.
And that's just considering the U.S., which is easily in the top 10 of median income.
By contrast, yason did not assume anything about the readers ability to afford things and he or she did not put anyone down, except maybe people who buy the best of absolutely everything and still claim to be frugal, and even then, yason only addressed their behavior, not them as people.
There is a right and a wrong way to say things. The original author went with the wrong way.
I've actually found ancient Craftsman tools in the yard, left over from the workers who built my house decades before, and Sears happily replaced them.
Of course, if Sears tanks in a few years, then those tools aren't such a good deal anymore.
Along those lines, one of the purchases I am most happy with is notebook insurance -- the kind that covers me being a bonehead.
My notebook computer is my main tool, without it I couldn't work. So when something happens, it's critical to be able to pick up the phone, dial a toll-free number, and have a new part or computer arriving very quickly by an overnight carrier. Saved my bacon many times.
I've had that same conversation on 3 different occasions,
each with ludicrously mis-used tools broken entirely
through my foolishness. All replaced for free with a
smile.
Uh, sure. You're right. Sears are thin on the ground over here.
In case I wasn't clear, all the abovementioned conversations happened at Sears department store, the sole distributor of Craftsman hand tools. They have an explicit policy of replacing any broken tool, regardless of how you broke it.
So if you rock up with the snapped-off handle of one of those tiny little flathead screwdrivers (complete with a little clip so that you can keep it in your shirt pocket), and a story about how you were trying to pry off a rusted-on cylinder head using it and a large hammer, they'll replace it.
(as I have personally verified)
And yeah, you're right about the European version of customer service (at least the English variant). Since moving here, I've never once come across a merchant who was familiar with the concept of "the customer is always right". Rather, "It's my shop, so by definition I'm right. And why are there so many customers in here, anyway? I think I'll start closing at 5:30 so I don't have to deal with them."
Spending a month in France made me realize just how great customer service is in North America. (Luckily France has other features.)
The one HUGE exception was the French national rail service. They must get great compensation, or have good hiring policies, because everyone I dealt with was spontaneously helpful and didn't mind spending extra time with me, even to the point of extending their work hours.
Yep, UK customer service is pretty mixed. At it's best it's pretty good but at it's worst it's absolutely shocking. Sadly good customer service is still enough of a rarity that it's genuinely noteworthy when you do come across it.
One example: Craftsman Hand Tools. They have a lifetime guarantee, so provided you don't lose them, you're done buying screwdrivers and wrenches for life.
True story. I walked into Sears with a broken socket wrench.
Sears guy: "Wow. What happened to that?"
Me: "Well, I had a bolt that really didn't want to come loose, so I had a six foot cheater bar and I was bouncing my whole weight on it when suddenly it exploded."
Sears guy: "Yeah, that would do it. Let me see what I can do..."
[check in the back]
"Well, we don't have that model in stock, so here's a new one from our Pro line. It's a bit more expensive, but it's probably a bit stronger too. Good luck with that bolt."
I've had that same conversation on 3 different occasions, each with ludicrously mis-used tools broken entirely through my foolishness. All replaced for free with a smile.