quick customer service appreciation post

Three good customer service experiences I’ve had of late:

  • lenovo: I bought an X41 tablet not long after Lenovo bought the Thinkpad brand. I was a little worried about the impact the purchase would have on customer service, but in my first interaction with them (yesterday, 2 1/2 years after the purchase) their service was prompt, professional, and most importantly, trusted me- I said the drive was busted, they asked a very minimal number of questions, established I knew what I was doing, and I had the drive today. Best computer -related service I’ve had in a long time.
  • roomba: a thread holding in a brush got stripped a week after the warranty expired. I asked very nicely for a replacement and got it- no questions asked, despite expired warranty. Very pleasant surprise. Still highly recommend the Roomba 5xx series.
  • eagle creek: I have had the same eagle creek backpack for nine years- many friends will have seen it all over Europe, India, Australia, and Niger, often stuffed to the gills. A zipper broke over the summer- nine years after I bought it. When I asked if they could service the zipper, not only did they fix the zipper for free, they also (without being asked!) patched a place where the fabric had worn through and replaced a broken strap fastener. Awesome, awesome service, and an awesome, awesome bag- I expect to buy another one (different model) soon.