I had the awful revelation that perhaps my blog was turning all negative and, well… whiney. And while I really enjoy raking Weasels and other incompetents over the coals, I don’t want to ignore the many great companies that periodically help define customer service, and make me glad to pay a few extra bucks for a great product. A few current examples;
Bose. I first became familiar with the venerable audio brand when I was in high school in the 1970s. At that time the ultimate male audiophile fantasy included a Macintosh amp, a Denon turntable (kids, ask your parents what a turntable was), Bose 901 speakers and Olivia Newton-John (not an ONJ album mind you—my fantasy included the real girl.) Since I had neither the cash for the equipment nor the connections to meet Olivia, my fantasy had to be put off a few years. For the last couple decades I have been able to afford Bose equipment, and now I am a dedicated customer. Most recently, I was more than a bit surprised when I sent my three-year-old Bose noise-canceling headphones in for service. A few days later I received a pair of the latest model—sent Fed Ex and free of charge—bravo Bose! Now, any chance you know Olivia Newton-John?
Briggs & Riley Luggage. Fifteen years ago I purchased my first B&R bag, a roller that still accompanies me on almost every trip I take. I estimate the bag has logged well over a million
miles. I have slept on it, spilled on it, dropped it down stair cases, and generally abused it in every way possible on multiple continents. Every couple years I send it in for service, and B&R makes it look almost new, free of charge! As a result I now only buy B&R bags for myself and my wife, and every problem has been met with the same excellent customer service.
Sage and Loomis fly rods. I am a maniacal fly fisherman, and over the years I have built a great collection of high-end fly rods. The great rod companies, including Sage and Loomis, via their lifetime warranties, have set the standard for customer service. Unfortunately, at least once a year I break a rod (if you believe my initial story it is due to an enormous fish—in reality it’s sometimes a tumble down the hillside). I send the rod off, and without any discussion or hassle the repaired rod arrives a week or so later, making me proud to be a fly fisherman!
Warrior companies understand the value of long-term relationships and take care of their customers. If you admire a company for their great standards of customer service, spread the word!