Comments on: Doing Right by Your Customers http://www.researchtalk.co.uk/rt/2007/03/05/blogpost-doing-right-by-your-customers/ DATA-DRIVEN INSPIRATION Wed, 20 Oct 2010 14:27:44 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: ResearchTalk http://www.researchtalk.co.uk/rt/2007/03/05/blogpost-doing-right-by-your-customers/comment-page-1/#comment-2572 ResearchTalk Wed, 07 Mar 2007 09:37:14 +0000 http://www.researchtalk.co.uk/rt/2007/03/05/blogpost-doing-right-by-your-customers/#comment-2572 Martin, Indeed. And it only goes to show that organisations, whether or not they live by the 'do good/don't do evil' philosophy, don't capitulate lightly. But I think it has become slightly easier to prove issues even if you are a lone voice. A few years ago I bought a laptop and it broke outside warranty. I assumed it was my fault but after a few Google searches realised others had the same issue with the same model and concluded it was a manufacturing defect. To their credit, Sony accepted this and repaired it free of charge, although only grudgingly and taking many months in the process. Going back to Tesco, I can now imagine a new dynamic: everyone who has ever had these issues with their car in the last few years (juddering, oxygen sensor change) may rethink the cause and attempt to lay the blame at their grocery petrol retailer - although, of course, not many people keep receipts going that far back! I say this partly because I've had to change my sensor a few years ago for reasons I still don't understand. And fuel issues was never raised as a potential cause. Thanks for the comment! Martin,

Indeed. And it only goes to show that organisations, whether or not they live by the ‘do good/don’t do evil’ philosophy, don’t capitulate lightly.

But I think it has become slightly easier to prove issues even if you are a lone voice. A few years ago I bought a laptop and it broke outside warranty. I assumed it was my fault but after a few Google searches realised others had the same issue with the same model and concluded it was a manufacturing defect. To their credit, Sony accepted this and repaired it free of charge, although only grudgingly and taking many months in the process.

Going back to Tesco, I can now imagine a new dynamic: everyone who has ever had these issues with their car in the last few years (juddering, oxygen sensor change) may rethink the cause and attempt to lay the blame at their grocery petrol retailer – although, of course, not many people keep receipts going that far back! I say this partly because I’ve had to change my sensor a few years ago for reasons I still don’t understand. And fuel issues was never raised as a potential cause.

Thanks for the comment!

]]> By: Martin Belam http://www.researchtalk.co.uk/rt/2007/03/05/blogpost-doing-right-by-your-customers/comment-page-1/#comment-2571 Martin Belam Wed, 07 Mar 2007 09:17:34 +0000 http://www.researchtalk.co.uk/rt/2007/03/05/blogpost-doing-right-by-your-customers/#comment-2571 It was a bit unlucky for Tesco that within a couple of days of the most recent fuel incident, they were in the news again for failing to properly deal with a contaminated fuel incident from a few years back - the bailiffs were sent to one of their stores and it generated a lot of negative publicity for them http://www.dailymail.co.uk/pages/live/articles/news/news.html?in_article_id=440557&in_page_id=1770 It was a bit unlucky for Tesco that within a couple of days of the most recent fuel incident, they were in the news again for failing to properly deal with a contaminated fuel incident from a few years back – the bailiffs were sent to one of their stores and it generated a lot of negative publicity for them

http://www.dailymail.co.uk/pages/live/articles/news/news.html?in_article_id=440557&in_page_id=1770

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