We bought a vacuum cleaner.
Used it a couple of times—heavy, loud, and barely picked up anything. We gave up on it. In true Indian fashion, where returns aren’t exactly Costco-easy, it just became part of the furniture. You buy it, you marry it.
Then came a surprise: a post-sales call from the manufacturer.
The rep started off very politely. I took the opportunity to explain our experience—the disappointing performance, the noise, and how we eventually just went back to relying on our trusty maid and her loyal sidekick: the good old broom.
And then… she snapped.
“Sir, everyone else is using it—why can’t you?”
I was stunned. That call remains one of the most intense post-sales feedback sessions I’ve ever had. To this day, whenever a chef hovers over my table and asks, “How’s the food?” while I’m mid-bite, I instinctively nod and say, “Everything’s great!”
Some scars run deep.
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I remember all this again today while reading some Marketing related literature for UoW Executive-MBA class 🙂
