In one of the podcasts I was listening to this past week I heard of a situation where Microsoft had issued some special, red Zune for Valentine’s Day. The problem is that there may have been more interest in the Valentine’s Day Zune than they expected, combined with issues in production.
As soon as Microsoft realized they wouldn’t be able to fulfill the orders they contacted the customers that would be impacted and let them know. More than just letting them know their orders wouldn’t arrive on time, they also let them know they’d be getting a refund for their purchase price. More than just getting a refund of their purchase price, they also let them know that their special, Valentine’s Day red Zunes would still be coming as well.
If I remember correctly Leo Laporte and John Dvorak were commenting on how Microsoft screwed something up again. Perpetuating the perception that nothing good can come from Microsoft and they screw everything up they put their hands on.
What about this? Could it be that Microsoft did a huge customer service win in this issue? I believe I’ve heard reports of orders for things on Amazon not coming as expected. I don’t remember refunds and still getting the products happened then.
Why don’t we look at this issue with Microsoft in a better light? How about this? Microsoft makes a mistake and realizes it. As soon as they do, they take steps to fix the problem and to make sure their customers are happy. I’d be impressed if I heard this happen from more companies, whether they were Microsoft or not.
Source: Microsoft’s No Broken-Hearts Policy
Image Source: LaptopLogic
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