Bang & Olufsen's Bang-Up Customer Service

Reader Sharad misplaced the leather carrying case for his Bang & Olufsen A8 headphones. Rather than leave his headphones exposed to the elements, or worse, the inside of a backpack, Sharad sent Bang & Olufsen a fax asking for a replacement:

Bang & Olufsen America, Inc.
780 West Dundee Rd.
Arlington Heights, IL 60004
VIA FACSIMILE
(847) 255-7805

Dear Sir or Madam:

I am the proud owner of a pair of Bang & Olufsen A8 earphones. I received this wonderful product as a gift last Christmas. I enjoy the earphones very much and I use them everyday. Unfortunately, I have misplaced the black leather case that comes with the earphones. I would be very appreciative if you could kindly mail me a replacement leather case, as I am a student and do not live close to any Bang & Olufsen store. You would have a very grateful customer for many years to come.

Regards,

Sharad

Bang & Olufsen was quick to respond:

Hello Sharad:

I just received your fax and you are so in luck! By accident we received from Denmark a shipment of the cases which were supposed to go to a different country and because it would be so expensive to resend them, Denmark made the decision to leave them with us at no charge, so I can send one to you for free. I will be sending it to the address in your fax. Please drop me a line when you receive the case to confirm its receipt. It will be coming to you via UPS.

Yours truly,

Rolland Rahr
After Sales Service
Bang & Olufsen America, Inc.
Arlington Heights, IL

We like any CSR willing to tell someone: “you are so in luck!” Because the case was misplaced and not in any way defective, Rolland could easily have said no. Instead, he seized the opportunity to help and went above and beyond. Bang-up job, Rolland!