We felt the need to respond more directly to the following comment, submitted by Brett on 08 March 2009 in response to our post “Colder’s ‘Half Back’ Promotion Might Be A Scam” (added emphasis is ours):

the half back credit can save you money in the long run. the promotion should be used all at once. if you walk out of the store with a credit for a future date, then why didnt you purchase the item at the lower price in the first place? the way the promotion was explained to me is that it can save you money on a “package price”. that means that buying multiple items and issueing/redeeming all at once can save money. it saved more money on the multiple t.v.s we bought than anyone else would try to save us. plain and simple, if you want to use the credit to extort a sale item, then dont be surprised when they dont like losing money so you can save a dollar.

just my $.02

We’d like to reiterate that we truly appreciate every legitimate comment we receive, regardless of its position or opinion.

That said, we’re not going to let stuff slide like calling us extortionists. Re-read what we’ve written here; we’re not the swindlers.

We sat on the above comment for a while. We’re still not sure if this was from a Colder’s employee feeling the need to ‘reach out’ on the defensive as Unpaid Company Cheerleader, but it certainly has that kind of feel. There’s simply too much about the comment that doesn’t ring true for us based on our own Colder’s experiences and comments we’ve received or seen/heard elsewhere.

Of course, we may be wrong, and we’re willing to admit as much if it’s actually true. And we do realize, of course, that the possibility may truly exist that:

• We have a comment from a legitimately-happy customer of Colder’s who had a positive experience with their Half-Back promotion, and
• He enjoyed that experience so much he had to share it with us, and
• He also enjoyed it so much he ALSO believes our bad experience can’t possibly be true, and
• The only logical, possible explanation for all of our Colder’s posts here is because we’re trying to extort money or merchandise from Colder’s.

Imagine. You can draw your own conclusions.

There’s really very little else to say here. We’re not at all shocked that Colder’s “dont like losing money so [we] can save a dollar.” Clearly, from Colder’s completely arrogant and indifferent dismissal of our concerns, particularly by Colder’s corporate Customer Service manager Sue Lewicki, that’s all this is about: the money.

For us, it really boils down to one thing: a principle. Something that’s one of the most basic tenets of good business. Something that anyone not only versed in basic customer service should know, but as a professional in charge of same at the corporate level, should completely understand–live and breathe–and want to aspire to, as much as possible: keeping promises. Telling the truth. Honoring commitments.

We’re not here saying “the customer is always right”, because the customer isn’t always right. We’re here saying “if a customer gives you money, and you say you’re giving them X in return, you damn well better give them X like you said you would.”

It’s that simple. Honesty. Integrity. Pick either one; Colder’s seems to lack it. But, according to Brett, we’re the extortionists. You and me. All of us, dirty thieving consumers. For trying to get companies like Colder’s to give us what we paid for. Riiight.