Does Good Customer Service Still Exist?

By glblguy

Cowon America Logo

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.

7 Responses (including trackbacks) to “Does Good Customer Service Still Exist?”

  1. justin Says:

    Just a couple things, I love podcasts too, mostly tech and finance right now. Some D&D and other stuff too.

    Car Tech is CNET, not CNN. Totally different company.

    I have an iPod nano I got for free from a bank, it’s seamless with the podcast stuff, removing stuff I have listened to, etc.

  2. glblguy Says:

    Justin, thanks for catching that…was thinking CNet and typed CNN.

    D&D Podcasts?? Hmmmm, tell me more…Also, what finance podcast do you listen to?

    That’s great you got a free Nano, I love the iPod but couldn’t justify purchasing one. I do agree though, they have the best MP3 player.

  3. Justin Says:

    There’s an official D&D podcast by Wizards, should lead you in the right direction.

    I listen to Marketplace Money from APM, The Money Guy Podcast, Sound Investing by Merriman and co, Your Money Matters by the WSJ, ABC Money Minute, the Vanguard and Fidelity podcasts, Kiplingers has some podcasts, Money Girl’s Quick and Dirty Tips for a Richer Life.

    I have about 2.5 hours of drive time, so I get through a lot.

    As for the iPod, I only use it for podcasts, as I hate the iTunes/iPod way of managing music, requiring all music be stored on the computer if you want automated syncing etc, and I have a 30GB Creative Zen Xtra for music.

  4. glblguy Says:

    Sweet, will check it out today :-) Yes, I know you probably didn’t expect it, but I love playing D&D.

    Thanks for the podcast ideas, I’ll check them out.

  5. Justin Says:

    re: D&D

    What’s not to love? You get together with friends, engage your imaginations, and spend very little money aside from $30-90 for a set of books and some odd pencils and paper. Very inexpensive hobby really, and a lot of socialisation and fun. No matter what the wacky groups who claim it is devil worship want to claim.

  6. Kyle Says:

    Way to go Cowan, nice to hear a good customer service story for a change.