I was feeling rather smug, having ordered a children’s product and shipped it home in advance of visiting my parents with my four year old. But as I was congratulating myself on advanced planning, I received a series of emails from my parents. The product required some assembly, and the instructions appeared to be incorrect. I confess my initial reaction was concern – perhaps my parents were losing mental dexterity earlier than expected? But more emails followed, explaining that the company’s customer service center had told my parents that, yes, the instructions were incorrect and revised instructions were in the works. With some phone guidance, the product was finally assembled. My parents were understandably frustrated by the whole experience. So much for advanced planning!
While at first blush this scenario sounds like a customer service issue, it could also have real legal implications.