Following the case I wrote about Exabytes’ disappointing respond to my notification, I received an email from the Director of Business Development saying how sorry they are about the incident.
By responding to a customer without being asked is indeed a very beneficial action towards a business. Customers feel happy that there exists someone inside the company who actually cares (even if they don’t really). It’s a good business practice and kudos to Exabytes.
I suddenly remembered I watched a video once by Ron Kauffman, and he explained how good customer service can overcome product defects. I agree with him 100%, if not more.