Monopoly Products Have High Quality Service Responsibility

January 13th, 2009 Leave a comment Go to comments

I am writing this entry from my very expensive business class seat somewhere over the international dateline between Los Angeles and Melbourne. I tried to use Qantas’ award winning entertainment system and it didn’t work. The staff rebooted the system a few times and politely told me how this happens all the time and that they have complained to management etc … The problem was this is not the first time it has happened to me – in fact I would say that the system doesn’t work on about 50% of the flights I take.

As I didn’t have much else I could do, I got to thinking about what responsibilities to its customers a business has if it has a near monopoly position.

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