Me: “Would you agree that a reasonable definition of ‘fit for purpose’ might be an expectation that this machine would still be functional on its second birthday?”
Senior customer relations person: “Sir, you had the choice to buy the extended warranty and you chose not to”
Me: “I do hope this call is being recorded because effectively you’re telling me that I have to buy an extended warranty if I want this machine to run for two years! I don’t call that a choice, I call that a ‘pre-requisite’! Tell me, if you bought a brand new car and two years later, a part failed that rendered the car a write-off, what would you do?”
Senior customer relations person: (pause) “Sir, I would start saving for another car….”
Me: “Rubbish. You and your entire family would be banging down the dealer’s door demanding your money back – because the car wouldn’t have been fit for purpose!”
I enjoyed the conversation. The Senior customer relations person was very polite and adamant she could not do anything. I took the time to point out that, whatever the company procedures said, the long and short of it was that I was once a happy customer full of glowing referrals and was now an unhappy one unlikely to buy or recommend their products for them any more.
Saving? £600. Loss? My next purchase as a minimum.
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