[comp.lang.pascal] Software returns

campbell@maynard.BSW.COM (Larry Campbell) (02/26/88)

From article <5680@bellcore.bellcore.com>, by tr@wind.bellcore.com (tom reingold):
> 
> Furthermore, how many software companies take a return because you
> don't like the product?  I think they should but they don't.

We do, and always have.  It makes good business sense.

    1)	If the customer really dislikes the software, there's no point
	in forcing them to keep it.  They'll just badmouth you to the net.

    2)	It usually gives the customer a very pleasant surprise, and even
	though they don't like the software, they'll remember the company
	positively (unless the software is true junk, which, of course,
	is not the case with our products).

    3)	Sometimes it's WORTH refunding the money just so you don't ever
	have to speak to that customer on the phone again.  Ever.

It is far better to have 995 satisfied customers, and 5 ex-customers who
remember you as far more reputable than the usual vendor, than to have 995
satisfied customers, and 5 who hate your guts.
-- 
Larry Campbell                                The Boston Software Works, Inc.
Internet: campbell@maynard.bsw.com          120 Fulton Street, Boston MA 02109
uucp: {husc6,mirror,think}!maynard!campbell         +1 617 367 6846