Two further incidents that illustrate why companies need to treat their customers right if they are to retain their business:
First, my Bryston 3B-ST power amplifier. High-end audio manufacturer, Bryston of Canada, is one of those rare companies that back up their products with a serious warranty. I mean really serious. All of their analog products — preamplifiers, power amplifiers, etc. — carry a fully transferable 20 year warranty. Yes, you read that right. 20 years. I bought a used 3B-ST in December 2005 from a gentleman on Audiogon and inherited part of his original warranty. Last Saturday the amp exhibited extreme overheating in the right channel. I called Bryston on Tuesday and they said the amp was still under warranty and to send it in for repairs. I will find out in a couple of weeks what the problems were. Thank you, Bryston, for your superb service and confidence in your products.
Second, our Maytag washing machine. It broke the day after my Bryston. (Yes, it was a fun Memorial Day weekend.) We purchased the washer 13 months and 27 days ago. The warranty, of course, is twelve months. How convenient. I called Maytag and told them their product was an example “planned obsolescence” and that they needed to step up to plate and fix it at no charge. The first customer service rep, a typical drone who doesn’t give a rat’s ass about satisfying the customer, declined. When I escalated it to a supervisor, she agreed with me. Repairs will be made next week.
Treating the customer fairly and with respect for the hard-earned dollars they spend purchasing a product or service is paramount. Bryston is an extreme example; the confidence they have in their products is self-evident. Maytag? Well let’s just say that when you have to fight for what is right, a customer tends to view the company with a jaundiced eye…