I’m delighted to report an exceptional customer experience!
I’ve been an admirer and Bose customer for some years. We have a Bose system at home as our main audio system, and I’ve used Bose X headsets when flying small planes.
I also have, and use constantly, a Bose Quietcomfort2 noise reduction headset. I got it because I travel with American Airlines a lot, and they loan them out in Business Class on international trips. After trying it out, I decided that the $299 was worth springing for. Especially as I had just misplaced my second set of noise reduction in ear phones by leaving them behind on a flight – at $150 apiece. I’m much less likely to leave the Bose as they are a regular sized headset – something I had seen as a disadvantage to that point!
I’ll digress at this point – such a rarity for me, I know – and emphasize that I’ve always had some personal struggles with Bose’s premium pricing. I should explain that as a Yorkshireman (an old boss if mine once explained it this way ‘ This guy is a Yorkshireman. You know about Yorkshiremen? They are just like a Scotsman, but with the generosity knocked out of them.’) I feel I have a reputation to maintain. So getting to the point of purchase for Bose products involves some heartsearching for me.
So I settle in to my seat on the way to Miami, pull the earpieces apart and hear a ping. The right slide had broken. I could still use them, but they needed a fix. I called Bose when I returned and got Eric (long hold, the only sub par part of the experience).
Eric gets my details, finds me as a customer and asks me if I’ve had them more than a year. I hum and haw, unsure how long I’ve really had them, and ask for a repair. ‘No repairs’, says Eric, ‘but we will replace them.’
He finds my registration details, and lo, it turns out I’ve had them for 2 1/2 years. So I tense myself for the bill. ‘No charge replacement’ says Eric ‘and the replacement has a reinforced headband.’ ‘So I’m not the only one with the problem?’ ‘No’, says Eric.
So in one fell swoop, Bose are frank about a product shortcoming, replace it for free and all through a customer service rep who is both human and exceeds my expectations.
I’m starting to think that these premium products are very good value.
Well done Eric and Bose!
Tags: Brand, Customer Experience, Service