The Other Side

Adding layers of charges to consumers

I sent my VCR, which plays but 'refuses' to record, to the manufacturer today. As expected, the "customer care" person told me that the manufacturer has a $40 service charge. But surprise of surprises, there is to be another $20 charge for diagnostic fee! To me ,this is just another excuse to make customers pay more for the service.

It is natural to be expect businesses to be profit-oriented but a diagnostic fee on top of a service fee just reinforces the point that consumers today are at the mercy of vendors. What is the service fee for in the first place? Is it not to pay for services that customers expect to be rendered by the manufacturers. Afterall, customers are also expected to pay for any parts which may require changing.

No doubt, companies take great pains to acknowledge that customers are important. Many such companies may think a name change from a "Service Centre" to a "Customer Care Centre" may impress customers. Beyond the words and hype, what matters to every customer is that manufacturers show their sincerity and demonstrate fairness in their business policy.

posted by Ek Heng @ 1:27 PM