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I recently had a similar experience with a new piece of software. I decided to go out on a limb and use a competing product for the first time, despite years of using the one I was familiar with, A mix up with regard to pre-release pricing (quite possibly my fault), resulted in me paying $50 more than I needed to. So I sent of a rather grumpy complaining email, not expecting a reply let alone any resolution. They promptly apologised and refunded me $50.Every time I boot up the new software I remember this simple act of customer service, and despite it having quite a steep learning curve (it is very different to the competing software I currently use), this experience has positively coloured my view not just of the company and their service, but even of the software itself!Unless something untoward occurs, I already consider myself a dedicated user of the software, and will almost certainly pay for future upgrades. Such a simple act of customer service has created a big "credit" of good will.
about 4 years ago