Promoting Good Public Relations

"For a number of years I have shopped at a major retail firm that has a liberal policy on returns.  Of the hundreds of purchases I have made at their stores, on only a few occasions has it been necessary for me to return an item.  When that happened, even though the item was used, if it had displeased me, the company - without hesitation - took immediate remedial steps, offering me the choice of a refund or a  comparable item.  The retailer believed that it was better to lose money on certain items occasionally in order to maintain good relationships with its customers.

Despite my satisfaction with that retailer, last Christmas an advertisement in the paper enticed me to try another store where a bicycle was on sale for an extremely good price.  I purchased the bike for one of my children.  It lasted only a week before major structural defects emerged.  When I returned it to the store where I had purchased it, I found that the new company, in sharp contrast to my favourite company, had a very conservative return policy.  Instead of refunding my money or offering me another bike, the store required me to take the bike to a repair point many miles from y home to see whose fault it was that the bike had failed.  When I told the clerk that traveling the long distance to the repair point was inconvenient for me, the store offered to ship ti there - at my expense, of course.  I protested, but to no avail."

Do I need to say anymore?