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I'd try to replace the product if possible and try to give you the best service but i definitely wouldn't take the insult on family cause if you got a problem with the product complain to me , you got no right to go after someone's family that's basic manners every person should have

It depends on deal size.

I would be of with insulting me and my idea for some extend!!!! But my family has nothing to do with this so I would not be ok with it Definitely

There is a marwadi saying for this,"Dhandha karna h toh sar m barf aur muh m shakkar rkhni padegi"

Grahak bhagwaan hai jo dera h whi lelo or uski dikkat dur Kr ne ki kosis kro qki dikkat product m h customer m nahi

Criticizing about company or product is fine.. but why bring family. What did the family do ?

If he aldredy explained the problem and its a genuine issue, then "Calm down sir, calm down! firstly take a sit and have a cup of water. Well, even i would have reacted the same way if i was in your place. So now let's not play the blame game and look for solution To it" Edit: this honestly won't work most of the time

Self respect is important but if you're dealing with your customer then you need to treat them as a god and no matter what they are saying you just need to be professional and clam to understand their problems and experience . Every startup founders must be ready to hear derogatory comments but if you react and response with aggression then you're not a great founder because most important skill in the founders is calmness and positivity . As of now I don't see any billioner who is egoistic and self obsessed person

If you go to my family, you'll be slapped. Criticism I'll take well but only on my product.

Can you see that brown door? Well That's the exit, you can leave.