There is a difference between dealing with a problem at a basic level and owning it.richtel wrote: ↑Sun Sep 01, 2019 10:16 amI'm going to stick my neck out and disagree wholeheartedly. Your contract was to buy a watch at 50% off- a watch they chose to discount because it was end of line or a slow-seller. They have failed to provide you with a watch of suitable quality so have breached the contract. You have a right to expect a total refund- that's it. To expect them to give you something that goes way above the retail value of the item you bought is hugely unrealistic.DavecUK wrote: ↑Sun Sep 01, 2019 9:49 amIf I were Mike the solution would be simple and I would offer the customer 2 options and let them choose and for clarity Mike did offer a refund but that's not my preferred course of action. [/b]
- 1. Offer a movement swap (not a repair) no questions asked with a guaranteed turnaround time (that would be the basic minimum and doesn't really delight the customer)
2. Or invite the customer to the shop to pick out whichever SH21 watch they liked of similar RRP and let them take that away with them. If the RRP was significantly more, offer the watch at a 50% discount. (this is how to delight the customer)
If I were offered these options with what's available now...I would choose this watch and pay Mike the extra £215 based on a 50% reduction:
https://www.christopherward.co.uk/c65-t ... -sh21-le-1
I would go away delighted and Mike would have my existing return to repair and sell at some time in the future...a win win all round. In fact if I were Mike, I would probably not take the extra money, or give a free service voucher linked to the watch movement number. Thus ensuring the customer a decade of worry free enjoyment.
It's like me buying a second hand 1 series at the BMW dealer which turns out to be a lemon, and expecting them to provide me with a new M5 with me paying only the difference between the M5 and a brand new 1 series. Unrealistic.
They screwed up, they've offered a total refund. Take it.
CW have an opportunity, not a problem.
I cannot speak for the OP but hypothetically when you buy something you can either be dissatisfied (0) or satisfied (10), 5 being the minimum expected. When someone receives a substandard product, they are having an experience they should never have and personally incur more that than the monetary outlay of the initial purchase and their satisfaction would be at 0. Even with a refund this will not return to a 5 as they will have lost from the sale (money plus emotion), and not themselves broken even, unlike the company. However, if addressed properly CW could still potentially have a satisfied customer.
This is bigger than short-sighted profits on a single transaction. If CW believe in their products they could and should go above and beyond in these situations as they will be a rare occurrence and so would not impact the bottom line of the company over the long term. In fact, by doing this bad publicity becomes good and people are more likely to buy in the future knowing that CW own problems if they do occur, increasing their future turnover.