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Promotion/Pricing

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Submitted By Trice21
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Sheila Morrow
4/26/2014
MMGP: Services/Pricing
Chapter 13, Services

3. What post-sale services arrangements must or should your firm provide to handle repairs/services?

The quality of customer service departments varies greatly. At one extreme are departments that simply transfer customer calls to the appropriate person or department for action with little follow-up. At the other extreme are departments eager to receive customer suggestions, requests and even complaints and handle them expeditiously. Some firms even proactively contact customers to provide service after sales is complete (Kotler/Keller 2012).

Our Nintendo systems will carry a standard twelve-month warranty, which is one of the longest standard warranties in the video game industry. (The warranty for the Nintendo Wii console can be extended an extra 90 days by registering it online.
Games and accessories sold separately carry a three month warranty. The warranty covers any manufacturing or workmanship defects and these will be repaired at no charge. If for any reason we cannot repair your console, there will be no charge – providing that you have made no attempt to repair it yourself. If however, you have attempted to repair your console, there will be a $10.00 surcharge; this is to cover the engineer’s time working on your console. Postage costs may be subject to change due to variation in courier charges. If, following the first repair, the same fault arises again within the warranty period; the cost of the courier must be paid by the customer. By sending / bringing your console to our company for repair, you are agreeing that Console Genie can carry out the repair on the console and that you will be invoiced for the work carried out and any postage costs.
All reasonable effort will be made to contact you should the work be more extensive that first thought. Consoles not collected after 2 months will be disposed off if they are unrepairable or sold to recover the repair costs incurred by Console Genie

Warranty Your warranty covers a re-fix of the original fault, Console Genie does not guarantee that we will be able to continue re-fixing your console, please follow preventative measures and locate your console is a well ventilated position to allow adequate cooling of your console. When receiving your console after fix / re-fix please ensure it is in good working order as any problems must be logged with Console Genie within 48 hrs local drop offs and 72hrs for courier service of leaving our place of work. Refunds will not be granted after this time. In the event that Console Genie is unable to complete re-fix repairs after the initial repair was successful, we cannot issue a refund for the original repair. No refunds will be issued after original successful fix. The Sales Receipt is proof of warranty, the time span of warranty is stated on it the sales sheet. Should this console require any further work that is covered under the warranty this receipt must be produced, Please keep it in a safe place. Should this receipt not be shown and we have available time to spend looking for your paperwork and admin fee of $10.00 will be charged. All warranty is void should the console be opened and the warranty stickers broken. Following a Re-fix, the warranty date will remain the same as in the original repair unless any other work is carried out.

4. How will repair/service efforts affect customer satisfaction?

Customer’s worry about reliabilities and failure frequencies, whereas the product breaks down once a year, but not two or more times a year. They also worry about downtime, the longer the downtime the higher the cost. The customer counts on the seller’s service dependability, the servicer ability to fix the machine quickly or at least provide a loaner. Customer’s worry about out of pocket cost. How much the customer has to spend on regular maintenance and repair cost?
A buyer take all these factors into consideration and tries to estimate the life- cycle cost, which is the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value (Kotler/Keller 2012).

Customer satisfaction is to initial customer satisfaction efforts by many service organizations tend to focus on tracking customer survey ratings over time or benchmarking them against competitors' ratings. Customer satisfaction ratings become in effect a goal in their own right. However, when organizations attempt to incorporate the "voice of the customer" into the service delivery process, they quickly discover a need for diagnostic information that predicts how service changes will affect customer satisfaction, revenues and profits.
Customer satisfaction ratings become one element in a loop that links service operations and outcomes. In a dynamic framework, the customer's satisfaction with a specific service encounter depends on pre-existing or contemporaneous attitudes about service quality (Anderson & Sullivan, 1992; Cronin & Taylor, 1992).

Please note: Our Nintendo's warranty does not cover physical damage (such as a cracked screen on a handheld unit, spilled liquid, or scratched game discs).

Professional Nintendo Wii repair service. Send in your damaged or broken Nintendo Wii system to be repaired by our professional Nintendo repair staff. Our staff has over 8 years of experience fixing all of the Nintendo systems. Turnaround time is running 1-2 weeks.

Our Price $64.99
Brand: Nintendo Wii
Will Repair these Issues’:
Broken AV jack
Broken Ejection button
Broken Power button
Broken Reset button
Broken Sensor Bar jack
Broken Sync button
Won’t Read games
Description Review
This service is for the Nintendo Wii.
For one flat fee, we cover the parts and labor for these common Nintendo Wii problems.
If you have any questions about our Nintendo Wii repair service, or have a system that shows no signs of life whatsoever, please email shipping@nintendorepairshop.liberty.edu
Describe the symptoms/issues you have with your system in the comments box and email.
Send your system to our repair center (address below). You are responsible for this cost. The cost of return shipping once repair is complete will be added at checkout.
The Nintendo Repair Shop Liberty
5555 123rd Liberty Blvd. Suite 787
Tacoma, Washington 98405-1000
Customer satisfaction is the degree to which customers are happy with a company, product or organization. Marketing customer satisfaction is the degree to which customers are happy with the way a company or organization has marketed itself, its products or its services. Factors that affect customer satisfaction with a marketing effort include entertainment and information value, perceived honesty or believability and perceived applicability.
The level of perceived honesty is critical to marketing customer satisfaction. No matter how interesting a marketing campaign may be, customers are likely to be annoyed or even angry if they feel a company is lying to them in order to encourage a sale or feel that the product or service is being intentionally misrepresented. Angry customers are unlikely to buy and may even discourage others from doing so (Kotler/Keller 2012).

Reference
Coleman. P. Brian. President/CEO. (2006)The Nintendo Repair Shop Inc. http://www.nintendorepairshop.com/ http://www.console-genie.co.uk/index.php?option=com_content&view=article&id=7&Itemid=101 Kotler, P., & Keller, K. (2012). Marketing Management (14 ed.). (p.376), (p.377).NJ: Upper Saddle River: Prentice Hall, Inc.

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