A couple of years ago, my parents bought a new dishwasher from a major electronics chain along with an extended warranty plan offered by the retailer. A few years later, that extra coverage appeared to be a wise move as they started having problems with their dishwasher after it was no longer covered by the manufacturer’s warranty.

However, when my parents called the electronics chain to make their claim through the retailer’s extended warranty plan, the company refused to honour their contract, insisting that the problems my parents were having with their dishwasher were not covered by the extended warranty. After several more phone calls and written letters, the electronics chain grudgingly acquiesced to respecting the terms of the warranty plan they had sold to my parents. Although the problem was ultimately resolved, the fact that my parents had to fight for something they paid for left a lasting impression as to this day, they refuse to buy anything from this major retail chain.

What this story shows is that this company failed to appreciate the importance of integrity in their dealings with their customers. Sure, the retailer had succeeded in Click here to continue reading »”Why Integrity Still Matters”