Do not cash in on customer mistakes
I want to share two examples of how Western companies respect the money of customers and do not try to keep them in case of obvious customer mistakes. This is very lacking for Russian companies, especially mobile operators, which have already reached the point where, if the USSD commands are entered incorrectly, they show a “joke” and write off from 30 rubles.
I wanted to see a film that was released only in the United States while in Russia. I decided to do this through Amazon, since there is the simplest procedure for paying with a Russian card. As a result of the movie, we watched with half-hour pauses for buffering, it seems that Amazon servers are simply not designed to deliver content to Russia.
They watched the cinema, took buffering for granted, supposedly “themselves to blame”, the incident was forgotten. But one morning I get an SMS that there was a small amount replenishment on the card. I go to Gmail and see this message:
Many of us do not like it when the “big brother” is watching us, but in this case, surveillance is beneficial. Interestingly, the fact that I watched a video from Russia did not stop them. I must say, this service won just a huge amount of my loyalty and in case of arrival in the USA I will definitely consider options for its use.
Google
I was subscribed to full access to music, but the card expired and I was a couple of months too lazy to correct the situation. And today I decided to listen to music (weekend), for this I had to activate the subscription again. Who does not know - payment is made for each month of use. I looked at the date (May 31) after I made the payment. I assumed the worst - that the day of listening turned out to be “golden”, but then I went to the management page and what I see:
Instead of taking advantage of the client’s mistake and charging today and tomorrow, today they forgave me.
In one way or another, there are people on the hub who have their own online stores, and with this post I want to encourage them to be a little more tolerant of client errors and not try to cash in on them. Your karma and visitor loyalty are much more expensive.
Amazon
I wanted to see a film that was released only in the United States while in Russia. I decided to do this through Amazon, since there is the simplest procedure for paying with a Russian card. As a result of the movie, we watched with half-hour pauses for buffering, it seems that Amazon servers are simply not designed to deliver content to Russia.
They watched the cinema, took buffering for granted, supposedly “themselves to blame”, the incident was forgotten. But one morning I get an SMS that there was a small amount replenishment on the card. I go to Gmail and see this message:
Original
Hello,
We noticed that you recently experienced poor video playback on Amazon Instant Video. We're sorry for the inconvenience, and have issued you a refund for the following rental (s) and amount (s):
$ 3.99 - The Russian Soul
While Amazon Instant Video transactions are typically not refundable, we are happy to make an exception in this case. This refund should be processed within the next 2 to 3 business days and will appear on your next billing statement for the same credit card used to purchase this item.
We noticed that you recently experienced poor video playback on Amazon Instant Video. We're sorry for the inconvenience, and have issued you a refund for the following rental (s) and amount (s):
$ 3.99 - The Russian Soul
While Amazon Instant Video transactions are typically not refundable, we are happy to make an exception in this case. This refund should be processed within the next 2 to 3 business days and will appear on your next billing statement for the same credit card used to purchase this item.
Hello,
We’ve noticed that you’ve recently had problems playing with Amazon Instant Video. We apologize for the inconvenience, and also issued a refund for the order:
$ 3.99 - The Russian Soul
Although we usually do not refund for Amazon Instant Video, we are happy to make an exception in this case. You must receive funds within 2-3 business days on the same card with which you paid the order.
Many of us do not like it when the “big brother” is watching us, but in this case, surveillance is beneficial. Interestingly, the fact that I watched a video from Russia did not stop them. I must say, this service won just a huge amount of my loyalty and in case of arrival in the USA I will definitely consider options for its use.
I was subscribed to full access to music, but the card expired and I was a couple of months too lazy to correct the situation. And today I decided to listen to music (weekend), for this I had to activate the subscription again. Who does not know - payment is made for each month of use. I looked at the date (May 31) after I made the payment. I assumed the worst - that the day of listening turned out to be “golden”, but then I went to the management page and what I see:
Instead of taking advantage of the client’s mistake and charging today and tomorrow, today they forgave me.
In one way or another, there are people on the hub who have their own online stores, and with this post I want to encourage them to be a little more tolerant of client errors and not try to cash in on them. Your karma and visitor loyalty are much more expensive.