We order stuff online. A lot. Things go wrong. You get the wrong item, it’s defective, you change your mind, whatever. You call, they ask for your name or phone or credit card number, then you return or exchange it in 5 minutes. Many times, you can take care of it easily online with a few clicks. Worst case, if it’s your own dumb fault, maybe you pay a restocking fee. Maybe you have to make two calls or it takes 15 minutes and is a little more difficult. 99% of the time it’s only a minor hassle.
It’s that 1 out of 100 times that takes 60 minutes or even longer to do something that should take 5 or 10 minutes. I’ve had bad service. Representatives who are clueless. Some who just aren’t nice. I’ve dealt with the huge companies like Amazon.Com and Apple. I’ve dealt with tiny manufacturers and retailers. Of all of them, only one company stands out as having routinely horrible service.