Friday, December 2, 2011
This past summer my roommate purchased a fairly expensive Nikon camera from Wal-Mart in Anderson. Because of the name brand she had high expectations for the performance of the camera. Early in the school year the camera broke due to a manufacture defect. Experiencing disconfirmation and negative post-decision feelings, she proceeded to make numerous stops into Wal-Mart in order to get the issue resolved. After speaking with numerous Wal-Mart employees and managers a replacement camera, which was no longer carried in the store, was ordered. She was contacted when the camera came in. She went to the electronics picked up her camera and proceeded to the customer service counter. Here she was informed she couldn’t make an even exchange because it was passed the three month period, even though the camera was specially ordered for her, and that she would have to go through the manufacturer. Needless to say she became an irate complainer. She has since boycotted Wal-Mart and participated in some heavy negative word-of-mouth. Although I tried to encourage her to go back and ask for a manger she is tired of dealing with the issue. I explained that one does not shop at Wal-Mart for the customer service. Low prices generally equal poor service.