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In, Out, and Far, Far Away

In: Social Issues

Submitted By cardshark19123
Words 1274
Pages 6
In, Out, and Far, Far Away
Micah Ortiz
DeVry University
BUSN258
Instructor: George Kaye
December 11, 2012

In, Out, and Far, Far Away

For this Case Study, I chose two companies with which I am very familiar: In-N-Out Burger, and Saberforge.com. The industry of the two companies is quite different if not polar opposites, and through my own personal experiences and research, I found the aspect of customer relations between them to be just as different. To put it into perspective from the point of view of a Star Wars fan; if the customer service from Saber Forge was like the planet Alderaan, then In-N-Out would be like the Death Star: completely blowing them away.
I very recently had a long-term issue finally resolved with this company, so I will start with the bad. Saberforge.com is a website that a Star Wars fan, like me, can order custom lightsaber hilts for use with costumes and role-play, aka cos-play. The website has many selections to choose from, all made from aircraft grade aluminum, and constructed by the proprietor of the site. The site user has various options for adding sound, removable polycarbonate blade tubes for dueling, color for the light emitter, and other accessory options. Here is a brief summary of my experience with their terrible customer service: After placing an order, I waited for nearly a year just to have my money refunded because it never shipped; all while receiving almost no feedback at all from several attempts to contact them about my order.
In my research of Saberforge.com’s customer service, I found several, similar cases where the customers received very little feedback after many attempts to contact them. One frustrated customer even did the exact same thing as me, by sending emails from a secondary account to try to get some kind of response (Ranger, 2010). So it is clear that Saber Forge needs to improve the way they…...

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