Excellent Customer Service

I spend a lot of time with tech support for the various gadgets I use. Most experiences are not pleasant at all (long wait times, automated voice systems that can't understand my voice commands, rude operators, ignorant level 1 support, shipping products back and forth for refurbishing) - need I go on? You all know exactly what I'm talking about.

But I had an experience last week that was TERRIFIC! I had purchased portable speakers for my iPod (On Tour by JBL). I've had them for 5 or 6 months (love them - perfect size for travel), but when I put a new set of batteries in, the speakers wouldn't turn on. I tried another set thinking I had stale batteries. Still didn't work. So I tried the power cable which did work. So I went to JBL's website to see if this was a reported flaw with the speakers. I couldn't find anything in their FAQ, but was able to write an email to support. The next day I got an email back saying that they couldn't figure out why I was having a problem. So, rather than making me mail my receipt or talk to someone in support, or go back and forth with several emails, they did something cool. They sent a return authorization number, told me where to ship the speakers, and sent me a BRAND NEW unit within a few days. NO questions asked.

You can buy the speakers on the Apple website if you can't find them in a retail store. Great job, JBL!

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.

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