A lady bought a new ZZZ brand washing machine from XXX company. The new washing machine leaks. The reason being the hole where the water is suppose to go into is too small. The lady did not have any problem as the hole fit the old washing machine perfectly. XXX company's service staff came 3 times and tried to solve the problem but they kept coming back cause the water kept leaking when they tried to tape it 3 times. Finally the ZZZ brand guy came down, he said that it was'nt his problem as there's nothing wrong with the washing machine. The problem lies with the size of the hole.
Lady's point of view: The new washing machine gives her more problems then the old washing machine, inefficient service from XXX company and ZZZ brand person not bother about the problem with the leak.
XXX's point of view: I came 3 times trying to service this machine, it's not like i dont care about your machine. I tape up the pipe 3 times and it doesn't work i shall call the ZZZ person to see what he could do for you.
ZZZ's point of view: The problem does not lie with the machine, it lies with the hole. The hole's too small and only older washing machines can fit into a hole like that. I would only service the machine if it breaks down.
Can anyone figure out the solution to this problem?
Quote of the day: Customers don't want to hear the problems, they just want the solution.
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1 comment:
hmm.. interesting.. just like the case studies that i did for my commercial law module.
Well, firstly, you have to now who has got the Duty of Care (DOC). Although both zzz and xxx have the DOC towards the customer, who ultimately owns the warranty and guarantee after-sales services? Judging from the legal perspective, this will settle the problem of "who is responsible for getting the machine up and ready".
BUT.. as a mktg student, haha.. no matter whose DOC it is, I would suggest to the company "let's just replace the lady with a new one that works" - Happy customers brings more customers back.. It's advertisement for the company's brand image~!
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