Does Good Customer Service Still Exist?
I believe in getting maximum value out of my time. Some months back, I realized I was spending roughly 1-2 hours a day driving in my car listening to music. I had heard about podcasts, but never really listened to one. Once I did, I was hooked. I spent all of my time in my car, walking through the grocery store, walking from the parking lot to my work building. I try to listen as often as I can to my favorite podcasts (post of my favorite podcasts is in the works).
One evening while driving home, the joystick on my Cowon iAudio U2 MP3 player broke, I was devastated. My initial reaction was to purchase another one, after all they are one of the cheaper MP3 players; however the new frugal side of me decided to see what my options where.
I visited the Cowon webpage and discovered the warrenty on my player had expired. I then thought, what do I have to lose by asking? I utilized their online customer support. Within a few seconds I was talking to a Cowon customer service representative using their online chat interface. I explained the problem and was instructed to submit a repair request. I completed the repair request, expecting fully to either receive an estimate (which of course would cost more than a new player) or just be denied since it was way out of warrenty.
Within a day I received a reply that my repair request was received and approved. I was provided with instructions and an address to send the player to. I packaged it up as per the instructions and mailed it off. At this point I still expected to receive an estimate for the repair work.
Yesterday, just a few weeks later I received a box from Cowon. Inside the box wasn’t an invoice, or even a repaired U2 MP3 player. What was in there shocked me…a brand new player!!
I was shocked to say the least. This my friends is an textbook example of exemplary customer service. I have been telling all of my friends about it today, and figured I would share the story with you as well.
On my way home this evening, I listened to
CNN CNet Car Tech (yes I know, this isn’t a good way to avoid temptation) where they did a feature on the new BMW Z4M. As my grandfather used to say, “I was happier than a coon in a corn field”!
If you are considering purchasing an MP3, I would strongly recommend checking out Cowon‘s products. Not only do they make a high quality and easy to use product, from this example you can see the level of customer service they provide. I’m sold, and will purchase their product again.
Thank you Cowon for reminding me that good customer service does still exist in this world of rude store clerks, automated telephone systems, businesses charging for services not rendered, and companies that don’t back up their product. Cowon, you’ve gained a new and loyal customer.
If you are interested in the U2 player I have, it isn’t made anymore and is getting difficult to find. You might want to check eBay. Cowon’s newer version of the player is the Cowon iAudio U3 4GB MP3 Player. It’s a great player as well.