Music to Ears

Abstract

A customer was disappointed to find a defective music audiocassette soon after opening the wrapper of a newly bought set. On taking this set back to the retail shop from where the purchase was made, customer was denied the replacement of defective product. Customer was also badly treated by the staff and proprietor of the shop. Case traces the long journey this customer takes up to fight for justice. In the process, case highlights issues of customer service, employee behaviour, and consumer action. It also contrasts varying practices followed by different organizations (in the same industry) in responding to customer complaints.