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Wednesday, October 18, 2006

Handling Returns

Grand Poobah Dean Takahashi asks how Sony and Nintendo should handle returns with their upcoming consumer blitzkreig. Personally I think Microsoft can be faulted for trying to sweep their production problems under the rug - but at least consistently I've heard that their consumer response was good ... and with their recent offer to fix 360's for free that's hard to argue.

Obviously production problems can be avoided - but if it happens be gracious. Own up and offer the replacement the customer deserves. Better to make a good first impression this holiday season than hedge the profit margin by sticking people with lemons.

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