Customer experience folks: what’s your opinion on this?
My daughter gave me this bourbon aging barrel as a Christmas gift. It leaked after I completed curing procedures. The company said my daughter failed to cure the barrel immediately upon receipt. It was an honest miss, I said; she kept it packed for gift-wrapping.
I asked them to consider a replacement or a discount on a replacement purchase. “No, this would violate our policy”, I was told.
Companies need policies, for sure, but they need to know when policy should be broken to satisfy a customer. Was the company technically right with their decision? According to their policy, yes. But were they wise with their decision? I’m not sure they were.