"After a while I got used to the idea that that is how customer service should work."
You can build any system of service and policies you want as long as you account for it in the price of the product or service. Even if customers take advantage of you.
There is an exercise machine (some kind of wonder machine) that costs (from an ad I saw some time ago) about $17,000. [1] [2]
IIRC they give an iron clad mbg. Might even pay the shipping both ways (and actually so do many high end mattress companies). (Sorry don't have time to fully re-read the links that I am giving.
Bottom line is they are tying those consumer friendly policies into the price of the product. So since the cost of the equipment almost certainly pales in comparison to what they sell it for, even taking into account returns, in theory, they still will earn a profit.
You can build any system of service and policies you want as long as you account for it in the price of the product or service. Even if customers take advantage of you.
There is an exercise machine (some kind of wonder machine) that costs (from an ad I saw some time ago) about $17,000. [1] [2]
IIRC they give an iron clad mbg. Might even pay the shipping both ways (and actually so do many high end mattress companies). (Sorry don't have time to fully re-read the links that I am giving.
Bottom line is they are tying those consumer friendly policies into the price of the product. So since the cost of the equipment almost certainly pales in comparison to what they sell it for, even taking into account returns, in theory, they still will earn a profit.
[1] I think this is it but I'm not seeing any price info on the page. http://www.fastexercise.com/
[2] http://blog.cleveland.com/health/2009/03/rom_machine_worth_i...