Re:Ask HN: PG's 'Do Things That Don't Scale' Manual Examples
by brightlancer on Thursday October 26, 2023 @11:37AM
(#38027037)
> Even amazon seems to do a lot to err on the side of "automatically make the customer happy"
I can't find the article now, but I read a piece about the volume of returns and what happens to them ("reverse logistics"). Basically, companies find it's more profitable to always allow returns and keep the customers happy -- and often, they'll let the customer keep the "returned" product because even if the product works 100%, the cost to ship and verify is below what they'll make reselling it.
I thought this was an interesting contrast to LL Bean, who a few years back decided to end their lifetime guarantee, and naturally upset some lifetime customers.
I can't find the article now, but I read a piece about the volume of returns and what happens to them ("reverse logistics"). Basically, companies find it's more profitable to always allow returns and keep the customers happy -- and often, they'll let the customer keep the "returned" product because even if the product works 100%, the cost to ship and verify is below what they'll make reselling it.
I thought this was an interesting contrast to LL Bean, who a few years back decided to end their lifetime guarantee, and naturally upset some lifetime customers.