Customer Service: Right vs. Wrong

Last summer, I purchased a set of RHA noise-cancelling ear buds. They worked very well until yesterday, when suddenly the right earpiece and the microphone stopped working.

The headset came with a three year warranty. I haven’t had the best of luck with warranty service, but I emailed RHA customer service, anyway. I received a response in less than one business day: “I’m very sorry to hear that your headphones have developed a fault… I will arrange to send you a replacement.” No hassle, no pain, just a desire to make things right for a customer.

Compare that to Brydge.

Brydge makes iPad keyboards that double as a cover. Within two months of getting mine (which itself was an irritating experience), one of the rubber bumpers that protects the surface of the iPad fell off. I wrote to ask how it could be replaced, since the device was still under warranty.

Silence.

After a week, I wrote again. That time, I got a response that they would send me a replacement part “in a few weeks.”

That was a month ago.

I sent a follow-up email earlier this week, asking when I could expect to have the part replaced. Have I received a response? I have not. Maybe they’ll deign to respond after I send another email. Meanwhile, I’m using a rubber band to keep the keyboard from grinding against the iPad screen when I close it.

Which company do you think has earned my repeat business and recommendation?

It’s not hard to make a customer like me happy. All it takes is competent, respectful communication, and a willingness to solve my problem. Don’t treat me like I’m an inconvenience after I’ve handed over my money.

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