When quality systems fail.
My wife's old Union Jack messenger bag (nobody ever accused her of good taste!) finally got to the stage where it was only fit for the bin, so she scoured the internet for a replacement. She found just the one she wanted on Amazon, so it was duly ordered.
The bag arrived. . . a good bag apart from the fact that down the lower part of the front flap there was a 20mm wide white stripe where no white stripe should be. It looks like the design is ink-jet printed onto white fabric so at some point the print heads have briefly failed to operate.
Wouldn't you have thought that one of the several people involved in various stages in the production process would have noticed the fault? It's probably been handled by at least three people, the printing machine operative, the person who cut the fabric to shape & the person who sewed the bag - possibly more than that. Then there's the final quality control inspection (maybe intermediate QC) which should have picked up the fault.
She emailed the seller with a photo of the bag. No problem there - they were happy to send a replacement.
Now here's where it gets really silly. The replacement bag didn't have a rogue white stripe on the lower part of the front flap. . . it had it on the upper part. If a customer has been supplied with a faulty product isn't it just plain common sense to check the rest of your stock just in case; it's certainly just plain common sense to check the one you're sending as a replacement.
So, another email, another apology but no replacement available. She asked them to supply return labels for the two faulty bags; they replied that they didn't need them back but they would issue a full refund, so she's got two free, albeit faulty bags.
All's well that ends well. She found the same bag supplied direct from Amazon for a couple of quid more, which is perfect.
The wisest boss I ever worked for said that quality is simply everybody doing their job properly. In this instance several people have failed to do that.
The plural of "anecdote" is not "data".
Last edited by Dave Brand; 24-07-18 at 17:19.