Customer Service S.U.C.S! As if they read MJ's book...

[joncrx]

So I am a macbook guy and I bought a super cool neoprene sleeve (goincase.com
) 3 years ago. The zipper broke off and their warranty is 1 year, I called customer support and was

BLOWN AWAY

A guy picked up the phone after the 2nd ring and said "Customer support, this is David."

I was so shocked I was speechless. After the shock I went ahead and told him that I know the warranty has lapsed and just wondered if there was anything he could do to help.
He just told me to fill out a claim on the website, and reference speaking with him, and that they'd be glad to replace it for me as a courtesy

Shock above shock! Not only am I now a goincase believer for life, I wanted to tell the whole forum about it!

Incase: A better experience through good design.

Superior.Unexpected.Customer.Service
I experienced it, and wow what a leverage point!

 

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[Deege]

Customer Service: One of the bricks of the bottom of the golden entrepreneurial pyramid, if the brick is cracked, the pyramid may crumble, the end.

 

[MJ DeMarco]

Ha ha ... discipleship sells products. Shitty customer service does not!

 

[joncrx]

No joke MJ, when a live dude picked up after the 2nd ring I was speechless...they blew me away

 

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[joncrx]

Customer Service: One of the bricks of the bottom of the golden entrepreneurial pyramid, if the brick is cracked, the pyramid may crumble, the end.

Where are you in SoCal Deege?

 

[Darkside]

So I am a macbook guy and I bought a super cool neoprene sleeve (goincase.com
) 3 years ago. The zipper broke off and their warranty is 1 year, I called customer support and was

BLOWN AWAY

A guy picked up the phone after the 2nd ring and said "Customer support, this is David."

I was so shocked I was speechless. After the shock I went ahead and told him that I know the warranty has lapsed and just wondered if there was anything he could do to help.
He just told me to fill out a claim on the website, and reference speaking with him, and that they'd be glad to replace it for me as a courtesy

Shock above shock! Not only am I now a goincase believer for life, I wanted to tell the whole forum about it!

Incase: A better experience through good design.

Superior.Unexpected.Customer.Service
I experienced it, and wow what a leverage point!

I've often found that I prefer a company whose product isn't the best if they have great customer service. Doesn't matter how great your product is if people get frustrated when they have questions but no one to speak to or people who don't know how to solve their problem.

That said, it's difficult for people building a startup to have great customer service because they don't have the money to hire people to answer phone calls or to get back to them promptly. Soon as you get money though, customer service is the first area you should improve because it will guarantee that you keep the customers that you already have.