CUSTOMER SERVICE STANDARDS
FOOTWEAR MARKETING

A footwear Company which has extensive network of branches and has international presence offered following guarantee for manufacturing defects in the footwear sold by it.

Compensation
Upto 15 days 100%
From 16 to 30 days 75%
From 31 to 60 days 50%
From 61 to 75 days 25%
Beyond 75 days nil

This Company speaks of stringent quality controls and claims that among millions of pairs, there may be one pair with defects. The Company holds ISO 9001 certification.

If the claim of the Company that there may be only one defective pair in millions, why it should hesitate to guarantee the footwear for six months? By restricting itself to guarantee them only upto 75 days, the Company is giving an indirect indication that the shoes may not last on the 76th day.

Could NOT this ISO 9001 Company with stringent quality controls rise upto 180 days in protecting the consumer? Anyway its loss will arise only for one pair in millions.

A letter posted in 2003 at Complaints.Com on the net indicates that she purchased X brand of shoes at a cost of USD 54/- and for over a month she was unable to contact the manufacturer. It is not clear whether her grievance was redressed or not.

(Subject to further revision after obtaining more info.)

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CUSTOMER COMPENSATION POLICIES OF FOOTWEAR COMPANIES