Saturday, April 6, 2013

Timberland customer care & operations - I approve!





This is operationally remarkable:

Different stores (Bata vs Timberland)

Different cities and provinces

After the 14-day exchange period without the paper receipt

"Waterproof"  "Gore-Tex"




Marianela said...

Two comments from a Chilean:
1) Never buy a Bata. bad move right there.
2) I am glad you are happy about the experience but I am sure this has everything to do with you being a foreigner and speaking with a cute accent. You experience sounds *highly* unfeasible for a regular Chilean consumer. Now, if you did this return in the Magallanes region this scenario becomes a little more feasible, as they are very accommodating people and are used to tourists.

Dawen said...

You are likely right that I got a good treatment by being a foreigner. It was returned in Puerto Montt, by the way. Not an overly touristic city.

However, someone else has confirmed a very positive experience with Timberland in North America as well, where they were very helpful when she brought back a pair of shoes with broken zippers.

I think operationally they can pull it off in Chile is amazing, and there are two possible reasons:
1) it is indeed possible and the two brands, Timberland and Bata, are truly well integrated,
2) the very helpful staff somehow managed to get around the "system", so this foreign complainant can go away happily thinking good things about Chileans.