Question 1:
Scenario
A customer has just opened a new unit (purchased two weeks ago) which isn't working correctly. After you have run through the troubleshooting steps, the issue hasn't been solved so the item will need to come back to company for repair.
You explain to the customer the normal process is to:
Drop off the item at any Australia Post Office with a Return Slip attached to the box
Wait for the item to arrive at Company HQ, be repaired and then sent back (all shipping costs are covered by Company)
The customer now tells you they purchased this item for a camping trip which is a week away. The item has to be fixed, but you know that one week isn't enough time to have the item sent back to Company, repaired, and sent back to the customer in time for their trip.
What would you do in this scenario to ensure great customer service, but also do the right thing by Company?
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Answer Posted / kevin mercado
First of all I do apologize for that awful experience with us dear customer! I would suggest that you might be interested in our newest version of your current product that you're using today. We also have our latest brands , promos and perks with discounts on selected items if you avail this alternative solution. Or otherwise we can forward this to our technical support team to help you fix the problem and give you tips and advice on how to use this product immediately. Or you may call us anytime if you need further assistance and troubleshooting by calling our customer care hotline if you want to set up an appointment for maintenance of your package, and this is guaranteed free without incurring any changes upon availing our service. But we can assure you the best way in fixing this problem and you will receive your package after fifteen business days. But we do apologize for the inconvenience caused by the product's low quality. However you may enjoy your nature trip if you talked to our technical support team while helping you fix this problem. Have a great day and stay safe on your vacation!
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