aussusan

Can One Profit From Poor Customer Service?

I went against my usual practice of saying NO to the sales pitches and purchased a "Performance Protection Plan" from Office Depot for a printer/copier/fax machine. After two weeks and multiple phone calls trying to get a technician to come to the office to take a look, I was actually told by a supervisor (after 30 minutes on hold waiting to speak to her) "if you would have talked to a supervisor sooner you could have gotten this taken care of". My response - "you mean I have to talk to a supervisor before you will honor my protection plan ?!?!" But I know any threats of not shopping at their stores etc. will fall on deaf ears...they just don't get the big picture of losing one customer at a time adding up to lost profits. So here I sit at their mercy, $140.00 poorer but wiser.