In the long interval after a purchase, the company that made the sale and the manufacturer have to rely on the mobile and remote worker to form the reputation and the customer experience with the product.
Impact of Customer Experience with Field Services:
When a family recently bought an expensive gas range, they found that some of the burners didn't light. They called the manufacturer, which is an international company with an office in the United States. The manufacturer did not have a remote service staff in the United States, but contracted their service to an "authorized representative" company which they said was trained to repair their brand. The service man came to the family's home, but was unable to fix the new range. What's more, he said that the range could not be repaired without an expensive part installation. In examining the range he stripped one of the screws that anchored the stove top to the body of the range. That was his entire contribution to the repair. He provided a little helpful advice and billed the family $90 for the service call. This contact seriously damaged the reputation of the manufacturer in the eyes of this family.