[BC] Poor customer service

[Harold Hallikainen]

Another issue with customer service is that it's expensive and has to be
built in to the price of the product. Consumers are very price sensitive,
so they'll buy the product that costs $10 less. Businesses are in a tough
situation in pricing their products and still making money while providing
good customer support. Ideally a company with a strong reputation for good
customer support and good products would continue to sell products at the
higher price required to achieve quality and support. But a lot of
consumers don't see it that way.

There's also the trend to disposable products. My wife got a great deal on
a book light with some unknown brand. Two weeks later the switch failed
(the light goes on when you open the light part way, but if you open it
all the way, the light goes out again). With the price paid for it, it's
not worth the effort to return. We might say "don't buy that brand again,"
but that brand will probably just disappear anyway. They sold their
million units and got their money. Now they'll make something else under
another unknown brand and make a few more million.

Harold

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