Cyndi’s new multifunction inkjet printer malfunctioned just after the 14-day return period was over. Isn’t that always how it ends up? Not by design on the company’s part, of course, but it feels that way when you depend on a printer like Cyndi does. She contacted Brother’s tech support, and ultimately they sent her a refurbished replacement. Yay! Except that they sent it to Orlando, Florida. Cyndi does not live there. How did the printer end up there? No one knows. [More]
Philip’s wife’s phone wasn’t working very well. It would power-cycle and drain its own battery, and her texts get delayed. So he set out to get her a new phone, but this was a bigger challenge than he had expected. A replacement phone without extending the family’s contract apparently wasn’t an option. He managed to get a comparable new phone at no cost without extending his contract by calling the retention line to cancel, but this concession came with a price. [More]
Graeme has two Samsung monitors, and has had them repaired under warranty a few times. Two years into his three-year warranty, he sent a monitor that snapped off its stand in for repair. Not terribly worried, he checked in on it using Facebook. Samsung took this as an indication that he was unhappy, and should be sent a larger, newer, better monitor.
When we first heard from Dan a few weeks ago, he had been sent to endure punishment in Dell Hell for his sins. His principal sin, of course, was purchasing a computer from Alienware, a once-beloved company now owned by Dell. The products still look cool, but it’s Dell providing the technical support, with all of the competence and generosity that implies. His computer continued to fail. Dell sent a replacement, which was supposed to resolve this, Instead, he reached even more advanced and frustrating levels of Dell Hell. Finally, through persistence (and maybe having his story appear here on the site) he was able to make a deal with Dell and escape with his soul. And a refund. [More]
Lenovo’s marketing for the last few years has been built on the slogan “For those who do.” Who do what? You know, stuff. Stuff that you need computers for. Computer-needing stuff. Brad’s experience with purchasing a laptop from the company has led him to the conclusion that no one there doesmuch of anything. Which makes sense. The marketing material says that their computers are for those who do. Not from them. [More]
I’ve often heard, both from readers of this site and in real life, about the generous replacement policy that coffee-pod maker Keurig has when something goes wrong with one of their products. But if you happen to buy a model that’s defective, reader Synimatik tells us, Keurig will only replace it so many times before you’re on your own and have to just buy yourself a new one. He didn’t expect to spend more than $200 on what he calls a “disposable coffee maker.” [More]
Patricia’s refurbished laptop from Lenovo could have used more refurbishment. It had a scratched webcam and an unbearably rattly disc drive, and she didn’t find this acceptable for a device that she had just purchased. So she tackled the issue using a time-honored consumer technique: the executive e-mail carpet bomb. Lenovo’s Executive Relations team heard her plea, and sent her a new computer to replace her refurbished one. [More]
It’s empowering to discover alternate uses for regular household items. Explore these secrets and you can save yourself trips to the store to get things you thought you needed but actually can do without. [More]
Jason really likes his mini Maglite, but the part that holds the bulb is corroded. Instead of buying a new one, he wanted to fix and keep the light he loves. He wrote to the company, Mag Instrument, asking whether he could buy a replacement part. Terrible news: that wasn’t possible. But they could send him one for free.
K’s kid has a Lego Star Wars Advent Calendar, most likely because K. is awesome. One of the pieces went missing, and she sent a quick “hey, how much would it cost to replace this thingy?” query on their website. She expected to hear back perhaps after the holiday toy rush. She didn’t expect to get a free replacement piece in the mail within a few weeks. [More]
When the Fisher-Price Bouncer that Allison had received as a gift for her son stopped vibrating, Allison contacted Fisher-Price to see whether she could have the item repaired or replaced. Instead, the company turned around and just sent her a new one, no questions asked! [More]
Some of the stories of good customer service that we post are simply tales of good customer service executed by competent employees. These deserve praise, but don’t compare to true “Above and Beyond” consumer experiences. That’s what Jeremy’s family experienced from J. Crew after a terrible fate befell their daughter’s new dress (not pictured.) They called the store to see whether the dress was in stock so they could buy a replacement. Instead, J. Crew stunned the family by exchanging the damaged dress for a new one at no charge. [More]
I hear from runners I know that Vibram 5 Fingers shoes are the greatest invention since… well, shoes. Reader Mark agrees, and when his pair developed burst seams and some other holes, he was unhappy. He would miss his unbelievably dorky-looking but comfortable shoes. So he did the only logical thing: he posted a photo essay online of the wonderful times that he and his shoes had together, and sent a link to Vibram USA.
When James’s father gave him one of the original Roku units from a few years ago, he couldn’t get it to connect to his house’s network… or to see any networks at all. He gave the company a call for help, not expecting much because the unit was well out of warranty. A short time later, a brand-new replacement box was on its way. [More]
Justin and his wife saved up and bought a sweet, petite, shiny new Whirlpool refrigerator from Lowe’s. They were thrilled with their new purchase for about three weeks, until it began to make an unholy buzzing noise. No one can make the buzzing stop. Not Whirlpool, not Lowe’s, not an endless procession of repairmen, and not either company’s executive customer service. What now? [More]
Most companies don’t even seem to care about you 8 weeks after you buy something from them, so Gabe and his mom were pleasantly surprised when Columbia agreed to replace a pair of cracked snow boots that were 8 years old. [More]
Four months ago, Steve bought one of the very last Nexus Ones. Remember? The Google-designed phone that was supposed to change the entire mobile phone industry and instead just showed the world that Google didn’t know how to sell tangible objects? Its successor, the Nexus S, has arrived, but it seems that late Nexus One adopters like Steve can only exchange their defective devices for another refurbished Nexus One. This would be acceptable if HTC hadn’t sent Steve three defective phones in the course of a month. [More]