A friend of mine was in the market for a new TV the other day, and I went with him to the local big box store to look for one. Naturally, being so close to Super bowl Sunday, there were quite a few advertised at both regular price and on sale.
After taking several factors into consideration, my friend decided on the set he wanted. He inquired about it to the sales associate, as the TV was of a brand he was not familiar with. From what I head, the sales associate essentially said “This is a low-cost brand and you shouldn’t expect much from its after-sale service”. He then tried to get my friend to buy a similar TV, but from a more expensive brand.
This made me think about an experience I had with my cell phone. Koodo is owned by Telus, and I went into the local Telus outlet thinking they could advise me as to a problem with my Koodo phone. The rep essentially said “You get what you pay for; Koodo is low-cost and Telus is more expensive”. My question is…shouldn’t we get service for what we pay for? If a product is defective or doesn’t work, I expect the company (not necessarily the store which sold the item) to stand behind its product, whether it’s their basic model or a high-end product. I realize that I might be paying less money initially, but should the level of after-sale service you receive have to do with how much you paid for a product that is essentially identical to a more-expensive one?