Know when to "twist"

Hannah was treated to a nice new school bag when she started at secondary school.  It was a present from her grandparents.

After about seven months the magnet clasps fell off the bag.  I got in touch with Cath Kidston, returned the bag and they sent a replacement and refunded my postage.

About six months later the replacement bag had also lost its magnetic clasps but the handle also came away from the bag rendering it an un-bag.

I got in touch and returned the bag to Cath Kidston following their advice.

They didn't reply so I followed up.  The deal was that they'd provide goods to the value of £30 which was the last price that this bag was sold for.

I questioned this as a very similar bag was available on the site for £41, reduced from £68.

I was told there were minor changes between the bag we'd returned and the one that was currently available.  The deal was £30 worth of goods or, if I produced proof of purchase for the original bag, then whatever was paid originally.

I checked and said we were happy to accept goods to the value of the similar bag currently for sale at £41.  We had used the bag for over a year and this seemed fair.

The answer came back.  Goods to the value of £30 or the value on the receipt.  No more.

I checked with Hannah's grandparents and they produced the receipt for £68.

The customer services team could have got away with a spend of £41 plus postage costs.  They're now committed to £68 plus postage costs.

Is this good customer service?  

Well all I wanted was the £41 value.  I've ended up with £68 and I should be a satisfied customer.

I know they were gambling on me accepting £30.  In the game of pontoon the decision to stick and not twist has meant they've gone bust.