Things That Don't Work: Who's Got the Time??

We don't have the time to deal with things that don't work.  You want to create a great customer experience...?  Then make sure it works right the first time, or gets fixed with blinding ease.  If you won't do this, expect erosion of your brand. 

Case in point: another continuing saga of my Palm TX.

Against the advice of my tech support guy, I bought a Palm. That was in December.  It is now March, and it's not working again. Palm offered me telephone support more than a week ago.  And I just haven't had the time.

Because I know I'm going to need A LOT of time for this.  Uninstall, reinstall, cold start, wipe memory, on and on and on.  You know the drill.  We've all been there, if not with this device, then with some other piece of technology.

A rational analysis would suggest junking the $500 device and moving on. Because I've spent a few thousand dollars of my time trying to get this to work. 

The point here is that ALL of your customers and clients have this problem. No-one has disposable time that they want to spend fixing things that have gone wrong.  We want high, high, high quality and we expect to get it.  And if we don't get it from you on this product, why do you think we would want to try again on another, future, better product? 

There is no such thing as FREE time.