Originally Posted by goodvibes
So you disagree with me agreeing that they should take care of you? Repackage? Quite the assumption. I'm sure 9/10 things they take back couldn't be repackaged even if they wanted to. To ascribe that to them with absolutely no foundation is just sour grapes. Didn't seem too concerned about the next guy when you were getting said deal. I said HiSound should accommodate you, if your scenario is accurate, and just tried to rationalize why they may not be. You can look at old players traded back like moving coil cartridge manufacturers do their trade ins. They go in the circular bin with consideration for the original purchase. Perhaps HiSound has a refurbished outlet somewhere. All this angst is also over a shipping charge. It's not like they wouldn't send you another.
I wish things went better for you and hope they still do but getting even wont make it right and attacking Jack generally seems to backfire. Dealings like this should never get personal but when there's persons involved....... In the west, we're used to making it adversarial to get our way. HiSound seems to take that as an insult.
From what you've described, I also think it could have been handled better but I've never said otherwise.
No, you're right. I am in agreement with your agreement that they should bite the bullet and take care of the customer. I am only in disagreement with your initial statement as it was made out to sound like I should be thankful that Hisound's making me pay more since my trade-in Studio-V is almost worthless to them. This I disagree with and will not elaborate on as I feel it is a detachment from the main issue.
This whole ordeal is becoming petty, but it isn't really about being petty. Rather, it is about ethical principle. Whether it was $20-30 dollars or $500, that doesn't matter to me. The bottom line remains that Hisound is making me pay for their mistake. As I told Jack, any company, whether they be in the business of cars, houses, food, you name it.. if they treat their customers this way, then they need to expect that people will question their priorities. In the past, I've worked in various customer service industries and this sort of behavior generally doesn't fly. As a company, there are times when you would like to stick it to the customer and tell them they're acting entitled, but I do not feel this is one of those scenarios.
As for the culture differences, I do not think my initial e-mails were hostile in any way. Only when they denied my most recent logic/request did I become more assertive. I chose this route because I do not think Hisound understands their decision. They have chosen to hang onto pennies and lose a customer which does not make sense to me. Of course, their decisions don't need to make sense to little ole' me, but I feel I must make them aware of the consequences. I want to support and show others Hisound, but Hisound makes it very easy for me to not do this which is a direct result of Hisound's own actions (not products).
Also, goodvibes, I mean nothing personal by this. Sour grapes makes some bitter wine.
Edited by treal512 - 11/4/12 at 11:24am