|
Honestly, Amanda, I don't think you have anything to worry about. There's a reason there's the old business warning that a happy customer will tell 5 people but an unhappy one will tell dozens... for decades. There are actually cost/benefit charts for businesses to estimate dollars lost from unhappy customers, the goal being that they make sure to turn any customer who first contacts them with a complaint into a satisfied customer.
It tells you something about a company that doesn't take the opportunity to review and improve its practices when it runs into an honest snag or problem in its service or delivery. When a company doesn't respond (or immediately make a refund at the very least), it shows their lack of concern for the consumer and awareness of what bad word of mouth can do. And in these days of the internet, companies should be bending over backwards because just as in your case, email, blogs, forums, etc., make that original telling of dozens of people into thousands and thousands. Nightmare. But, it's their fault for not taking care of the situation. Like you said, they have in writing that they guarantee customer satisfaction. You're not satisfied. You have documented attempts to get satisfaction. And it sounds like they STILL haven't lived up to either delivery or refund, correct? Well, too bad for them. Now an entire greek forum, their target audience, has been warned against spending their money there. They need to get better at what they do, not waste their time with empty threats of legal action against customers they failed. Sheesh.
|