Magazine article Marketing

Marketing Mix: We'll Call You - Palm

Magazine article Marketing

Marketing Mix: We'll Call You - Palm

Article excerpt

Did Palm have us eating out of its hand when we called to complain about a faulty device?

Palm Hello, Palm Technical Support (spoken with a strong Asian accent).

Mktg Hello. My Palm Pilot has broken for the second time and I'd like it to be replaced.

Palm (Something utterly unintelligible that ends with 'I'll transfer you').

Palm Hello, Palm Technical Support (spoken in clear English with a Dutch accent).

Mktg Hello, my Palm Pilot has completely packed up - for the second time - and I'd like it to be replaced.

Palm Packed up? What do you mean?

Mktg It's died.

Palm Ah, you mean the power has failed? Does it respond to being charged?

Mktg I charged it last night. But now it won't come on and can't even be reset.

Palm OK, it sounds like you need to send it in for repair.

Mktg But this is the second time this has happened in less than two months. I'd like it to be replaced.

Palm Well, our policy is only to replace something the third time it breaks down.

Mktg You are kidding. That's terrible service. Can I talk to your manager?

Palm (Goes off to consult a colleague.)

Palm Hello. …

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