@amichalski81: Why pick a sleek headset if you´re never looking at it when using? That´s nonsense, there´s more to a product than pure functionality, and people do make choices based A LOT on design.
Fresh Prince of Bel-Air - Will shows what being the funny guy, not taking responsibilities and depending so much from your rich family would leave you in trouble should they just move on with their lives.
@RicanV: Like I said, the analogy is not meant to represent a 1:1 scenario, but it serves another purpose.
Branding and perception requires a lot more effort than just replacing the fair amount (or fixed damage as you say), even more if there was a negative hype about it.
Maybe the downtime happened during your only day off work, or you´ve been scheduling for days a friendly gameplay session (believe me, happens a lot when you´re an adult). Plus you´re requiring the customer to fix it himself when you have the ability to do so.
@RicanV: You go to a restaurant and find a hair in your meal. The restaurant gives you a spoon and say: you are entitled 1 extra spoon of your meal and be happy because that´s double the amount of food the hair touched. Now get the spoon and retrieve yourself...
Makes total sense in a business point of view, but none in terms of satisfaction.
Of course this analogy is not the perfect scenario for comparison, but illustrates that there´s more than just compensating for the fair amount.
I don´t think that people should be extreme and demand a whole free year of subscription, not even a month, but maybe 7 days would have been enough for a positive perception of the brand.
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