I thought this was urban myth but maybe not, anyway, good story from our current chairman…
Haier, China’s largest white goods manufacturer prides itself on after-sales service. A high number of washing machine faults started being flagged by their maintenance staff and when they took the machines apart found vegetables cuttings trapped in the filter. Oh, said customers, we use the machine for washing our vegetables too.
Rather than ruling the warrantee invalid, Haier took the challenge back to R&D and within a week had found a solution; modify the pump, open the filter a bit, etc, and within a month had the new model back on the market proclaiming best for washing your clothes and your vegetables!
Sales leapt again.