I bought a Weider Crossbar exercise thingy from Sears about a year ago; its been nothing but trouble. They've been out to the house 4 times in 10 months replacing various parts – totally shoots the exercise routine in the head. So a couple months ago, I finally had enough and started calling/complaining to Sears about the various problems, it took a bit of effort, but I reached the store manager. He was awesome! After a lengthy explanation of all the problems he asked if I was willing to give it one more try – "and if you have any other problems with it, just call me and I'll refund the full purchase price." Great! I trotted off home with the new machine and $50 gift card he tossed in for the hassle.
About 6 weeks later the new machine craps out on me too; what a piece of engineering this is. So this weekend I get on the phone and pray the store manager hasn't been transferred and still remembers me. Keep in mind, the store is into this thing for a couple grand by now, but true to his word he took care of it and with a smile on his face the entire time. Yeah, I know this is customer service 101, but it's so rare these days. Instead of taking the cash and running away I went ahead a picked out a blow-flex – nothing fancy or electrical to break. Turns out the price was marked wrong on the machine – to the tune of $200 in my favor. Didn't even phase this guy – "No, problem Mr. Atkinson, it's our fault it's marked wrong. How about I sell it to you for the price as marked and take off another 10% for all the hassle?" Was that a question?
This manager turned an ugly, potential customer losing experience into a positive one. I'll be back.