Customer is always, always, always, right?

[YaSO]

Some of you may have seen this post (http://slashdot.org/articles/04/07/06/0144236.shtml?tid=187&tid=98&tid=99) at Slashdot discussing this myth, "Customer is always, always, always, right." Apparently, Best Buy disagrees (http://www.sfgate.com/cgi-bin/article.cgi?f=/news/archive/2004/07/05/national1332EDT0564.DTL), while many slashdot members claim that they have such lousy customer support.

It is probably true that some customers are not exactly friendly to Best Buy; they come back to the store about thousand times and try to get a brand new TV, upgraded computers, and what not. But does it mean that customer is wrong sometime?

[Kwak]

Very true. Many customers take advantage and misuse the warranty and protection plans. Who knows if Best Buy is actually making money from selling protection plans.

[loosecannon]

Yeah I won't be shedding any tears for money or customers Best Buy loses. I refuse to buy anything there anymore. It seems like too much of a constant coincidence that products I buy there don't work and the people treat me like its somehow my fault. I do understand there are a ton of scammers out there, but treating everyone like a criminal isn't a way to do business. Thats just my opinion though, I'm sure alot of people don't worry so much about service just saving money and gettign the lowest prices.

[rajc007]

A lot of consumers abuse the system when a company sets up a 100% satifaction policy. I have seen this first hand and its a fine line when trying to distinguish between legitimate complaints and fraudulent ones. The extra business your refund policy gives you better exceed the people that take advantage of it.

[Bob]

Make the low-level Customer Service Representatives believe that the customer is always, always, always right.

The real and only purpose is to maximize the shareholders' wealth.