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I think you posted in the wrong thread.

Did you mean to post in Ask HN: Did offering a money-back guarantee help your business? https://news.ycombinator.com/item?id=19085526

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While that is a good fit for this comment, it _does_ fit in this thread as well. Others are talking about how common terrible support is, where getting money back for a terrible product requires invoking the court, etc. The GP posted an example of _excellent_ service, the kind that most vendors should aspire to -- and included notes that doing so doesn't seem to have a big impact on the bottom line.

The counterpoint is, if your product genuinely is terrible, the cost of such a guarantee would be too high to bear.

I did see that thread, but I wanted to post this here too. If you are worried about incumbents while starting a company, just remember your customers are used to being treated like how Jabra treats its customers, and if you treat your customers like Joel does, you shouldn't need to worry too much about customer retention and growth (other aspects nonwithstanding).

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