Now That’s What I Call Customer Service!
This post isn’t really in keeping with the general topics of this blog, but I recently received some marvellous customer service, so feel I have to tell the world!
A few weeks back, I accidentally dropped my Logitech Harmony One Universal Remote Control from the side of my bed to the wooden floor below, and unfortunately the screen took the brunt of the fall and the LCD display was internally cracked. The remote was still working, with the touch screen working fine. The only issue was, I couldn’t see what I was pressing! So, the remote was rendered useless… insert sad face here.
People who know me well, know I’m not all that lucky when it comes to electronics. I’m lucky in that I have some cool gadgets, but unlucky in that they always seem to break (I’m not clumsy, its just down to luck, honest!). My contents insurance company soon found out how unlucky I am, and decided not to offer me a renewal, so I wasn’t able to simply claim the remote back on my insurance. However, this is where the magic happened. So, I phoned up Logitech Customer Support on 0800 032 64 33 (they’re dedicated Harmony Remote support number) to tell them of my issue, in an attempt to find out the cost of repair. I had struggled to find anyone online to repair the phone, so figured I’d go direct to Logitech. Turns out, they made the remotes to be unrepairable, as in they cannot be opened with ease. Logitech, then kindly asked me for a few details, and told me they’d send me a brand spanking new remote control for free (yes free!). All I had to do was send them a photo of my broken screen to prove it was bust, and they sent out a new one.
To me, this is phenomenal customer service. Logitech could easily have told me where to go, after all, it was me who dropped it! Instead, they were happy to provide me with a new remote, which they could have sold for in excess of £100 (sure it costs them a fraction of that to make, but still, I’m impressed!).
Comments
Brilliant result! That’s pretty impressive service!
Just don’t drop this one!
Just managed to do the same to my Harmony One, hence stumbling across this blog. Going to give them a call this evening – wouldn’t even have bothered to speak to them otherwise. Fingers crossed.
Same thing happened to me, but in Portugal. I didn’t even have to send them a photo, my word was enough. Super!
My Squeezebox boom was faulty, It was such a long drive to the store to take it back “200 miles” I decided to call them instead, they sent out a brand new unit.
I’ve never had customer service from any company as good as this!. I found this blog by searching for their customer service phone number.
