I recently opened an eight pack of Gillette Fusion razor
blades. My first shave was miserable. Changing blades I got the same result. This led me to believe that I may have had a
defective batch of blades. I called the
800 number on the packaging. No hold
time, I got someone almost immediately.
He apologized for my problem and asked me a fair number of
questions. He then told me he would send
me coupons to replace the blades at no charge to me. He asked me to hold on to the blades and he
would forward the information to his quality control people. He said they might want the blades back and
if so they would send me a prepaid envelope for return shipping. I hung up the phone and was impressed with
the ease in which my problem was handled.
Kudos to Gillette!
Samsung on the other hand needs to take a little direction
from Gillette. The business model is
similar. You take the engine, whether it
is a laser printer or a razor and you provide it inexpensively. Then you generate your profits on the
consumables such as laser toner cartridges or razor blades. My brother replaced a Samsung toner
cartridge due to its toner being depleted.
He replaced it with a Samsung brand cartridge rather than a generic
cartridge that was approximately half the cost of the brand name
cartridge. He always uses the brand name
cartridge so he has a reputable warranty.
The new Samsung cartridge was defective.
Multiple chats and calls with Samsung customer service
ensued.
After conflicting information from different agents, he
received an email from corporate stating they did not approve replacement and
they need more information.
As of my writing this post, he has waited 18 days and he
still has no replacement toner cartridge.
Samsung has successfully turned a loyal customer into an
irate customer. It would seem that
Samsung could learn a great deal from Gillette.
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