Service quality with well known brands vs relatively unknown brands

[Jet-Fighter7700]

Hi all,

Thought I'd ask here how service quality is with unknown brands like innjoo or xtouch or any other obscure brands vs, more well known brands like Samsung or LG.

First reason is due to dealing with Samsung vs dealing with Innjoo

Samsung argued and fought with me on more than one occasion to sort out my phone, telling me stories about batteries being fake and other nonsense
Vs innjoo, just taking my phone and replacing my faulty battery without a second comment, telling me they had a recall active in SA.
And again when my charging cable broke, without much argument just gave me a brand new one.
Somehow I doubt a big corporations like Samsung or LG do things like that.

Is it due to them being so small, that any customer they do get, they have to make them happy no matter what?
And when those companies grow the "personal" touch is lost?

 

[djiceman]

Ages ago, LG used to have free service days a few times a year. You take your LG/Goldstar product to them and they repair it for free.

But yes, ages ago.

Completely not tech related, I once bought a sports shaker from game, after awhile it started to leak. Contacted USN via email, explained the problem and they couriered a brand new shaker with a rubber lip on the insert all at no cost to me.

Then there are some companies that never reply to emails(sales) or plain out deny any fault on their side.

I'd like to say that a good portion of it comes down to the attitude of the people you are interacting with, other aspects are going to be budgets/limits/restrictions on warranty cover.

 

[Jet-Fighter7700]

But what I'm trying to understand, is this due to well known vs unknown companies?

So cellphone manufacturers aside, cars? TV's? Or any other product

Is the service better when its a obscure or unknown brand?

 

[ahoudet]

I would not say it depends on how big the company is but rather on how important customer service is to them.

Smaller companies do tend to work hard on customer service and it is easier to notice if an employee isn't up to standard.

There are large companies that spend a lot of time and money on customer service but I wouldn't say it's the norm unfortunately...

Service will only be better with an unknown brand if they actually care about service. There will be those smaller brands who don't.

 

[neilronaldson]

We have never been a fan of Hirschs...always shopped at makro...and to this day i now why.

Needed a new kettle - not going to pay R600+ on another russell hobbs...makro didnt have anything we liked, so i popped into hirschs. The first thing i dont like is been harassed by a salesman - leave me alone and let me shop, dont follow me like a bad smell.

aha found something we like - bought it...got home to find its a return from another customer - put a big stink on their FB page, went next morning to exchange it - that place has serious politic issues...

Will never ever shop there again. Makro is just a pleasure.

 

[Jet-Fighter7700]

Interesting, so it's all a gamble then?

 

[ahoudet]

Interesting, so it's all a gamble then?

Correct.