James writes that he bought a great laptop bag made by eBags.com in 2008, and it has served him well all of that time. When some of the stitching came loose and the zipper fell apart, he contacted the company about a repair or discounted replacement. eBags went beyond what James expected, instead offering him a refund for the bag’s full purchase price to buy a replacement. [More]
Andreas’ mother-in-law accidentally broke his brand new BlueAir AirPod purifier by tripping over the unit’s power cord. Andreas tried to superglue the unit’s fan blades back together, but when that failed, he asked BlueAir if they could sell him the needed replacement parts. Their response blew him away. [More]
Sorry Puerto Ricans, even though you bought your iPhone 4s with U.S. dollars, endure AT&T’s shoddy “national” coverage, and are United States citizens, Apple doesn’t think you’re entitled to a free case like real Americans. Apple originally told Puerto Ricans that they would qualify for free apology cases, but decided to cancel all orders being shipped to Puerto Rico after claiming that they were “unable to ship to an international address.” [More]
Scott has been a longtime and loyal Sony customer, but the company finally disappointed him. He writes that his lovely 46″ LCD began to produce strange images on one side of the screen for ten minutes after powering up–not catastrophic, but not acceptable for a $3,000 TV, either. The regular channels of customer service were no help, so Scott took his case to his blog and to Twitter. The result? He heard from executive customer service within hours, and received a new TV for his trouble. [More]
Ghost of This justifies the practices of fast food condiment packet collectors everywhere by dipping into his Popeyes archives and catching the best restaurant in the world red-handed, having replaced real honey with something called “honey sauce.” [More]
David and his wife got stuck with one of HP’s lemon laptops, and since the repairs just kept involving more faulty parts, they weren’t solving the real problem. Here’s how he eventually got a brand new laptop–different model–from HP. [More]
Earlier this week, I posted about Kate’s bad experience getting her Sony Reader upgraded. She hadn’t asked for an update, but was told by Sony to send it in, she says. What she got back was a busted Reader that wouldn’t work, and a demand from Sony to pay for any repairs.
Happily, over the past two days Sony reps have been in contact with Kate and made things whole again.
Four months in, customers are still experiencing problems with SIGG USA’s metal bottle replacement program. Amy writes that her purchase required her to input billing information, even though she had gift certificate code, her debit card was charged, and she has been unable to reach SIGG to obtain a refund. [More]
Jon wants the readers of Consumerist to know about the excellent experience he has had with Automated Pet Care Products, makers of the super-cool Litter Robot, which looks like a space station but actually eliminates the need for cat owners to scoop litter.
Canon is apparently a very nice company. So nice, in fact, that they will apparently replace a product out of warranty even when it’s the customer’s own forgetfulness that led to the delay. That’s what reader Chris reports happened when his Canon printer broke down.
Brent’s excellent Thermos travel mug lost its rubber bottom somewhere in its travels, making it difficult to use. Instead of throwing it away, he contacted Thermos to see about a replacement part. He ended up having such a great experience that he had to write in and share what happened.
If you owned an expensive TV that stopped working, and you were years out of warranty, you’d assume the manufacturer would have nothing to do with you, correct? LG doesn’t play that game—Tim’s experience with them when his LG set went kaput is a mind-blowing example of a company practically coddling its past—and almost certainly future—customers.
Last week, Swiss company SIGG splashed a bunch of ice water in the faces of consumers who go out of their way to avoid products containing bisphenol-A (BPA). The company announced that the linings formerly used in their aluminum bottles did, in fact, contain the controversial substance.
Here’s an example of a great EECB that worked: even though Joe’s generator was out of warranty and the first two levels of customer service refused to help him, he was able to convince the company’s execs to make good on a defective starter.
I asked Apple this morning to replace my broken laptop now that they’ve reintroduced the anti-glare option on their 15″ MacBook Pros. Apple agreed, and soon a new laptop will leave China destined for my apartment. This isn’t the first laptop Apple sent me this month. It’s the second. Here’s why…