Stores - 11:23 pm on Dec 24, 2003 (gmt 0)

We did it as a test. Had phenominal results. It brought us in a ton of business - but we had the guarantee thrown in our face a lot. We'd have to keep reworking and reworking everything because customers started thinking that satisfaction guarantee = lets try this..ok now try this...ok go back to #1 and try something else, etc, etc. When people are paying hourly or with a tigh project scope, it stops that from happening.

We also had a case where a guy worked and worked us, then right before we went into implementation, he dropped us and said "sorry, i'm not 100% delighted, overjoyed, thrilled, etc" as we had in our guarantee. We tried to work with him, but he just demanded his money back. After working over 40 hours on the site already - we had no choice but to give it back. However, a month later, we noticed his new site using an extremely similar layout. We filed copyright infringement notice with his ISP and he send us a check to license the use of our work overnight.

We also had a few chargebacks months later due to the guarantee - and someone even came back 7 months after we made his logo and asked for his money back, saying he didn't like it anymore.

It did churn up a ton of business, however, I would say that 50% of the problems my company faces today is due to the guarantee in some way or another. We have since dropped the guarantee and everything is completely speced out first or billed hourly.