Sunday, June 11, 2006

How to REALLY anger customers: Griffin Technologies

This is how to really anger your customers. First you ship a product with a very high defect rate. (Some versions of Griffin's AirClick had a very high defect rate in the remote transmitter -- the defective units had a 3 foot rather than 60 foot range.)

Then when users go the web site for support, you have them hop through a few hoops, enter their message, and give them a WEBSITE ERROR page when they submit.

Wow. They'd have to do a really, really, good job apologizing to get my business back.

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