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The King is dead: why the customer is no longer always right

The customer is king. Everyone takes that old saying as gospel. But is it still true today? Is the customer always right? I am really starting to wonder. I ordered a new washing machine from Samsung, the old one packed in a week ago, annoyingly just outside its warranty period. Ordering online on the Samsung website was a breeze and I quickly secured a delivery date for the following day. I paid an additional £29 for what Samsung call Premium Installation, which includes installing the new washing machine and taking the old one away for recycling. After paying, I received an email from Samsung confirming my order and providing me with an order number. The South Korean multinational conglomerat said I would receive another email once my order had been dispatched. An hour later, another emai...




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