A nice customer service story for a change

[Takeereasy]

Here's a positive PSB customer service promo. We always hear about the bad stuff people are forced to endure at the hands of manufacturers. Maybe if we post some positives we can get a picture of who the better guys out there are.


About 3-4 weeks ago I bought a projector. While hanging the screen someone may have knocked one of my speakers off the stand. Later that night when I turned everything on and inserted my SOHT calibration disc into my DVD there was a terrible hiss from the speaker someone (ok it was me) had dropped. Luckily for me I'm only about 20 min. away from PSB's headquarters. I dropped my speaker off for repairs the next day. I clearly stated that there was a good chance that I was to blame for the problem. The service-woman just winked and said that they'd let the tech determine who's fault if anyone's it was. She did also tell me that there was a build up in work at the moment and that they were running behind because of the long weekend coming up and the fact that a lot of people were taking vacation at the moment. She said that it could be up to 3 weeks to get done but that I should check in once a week. The day I brought it into the shop was a Thursday, the following thursday it was ready for pickup. The charge to me? $0.00. This isn't the first instance of great PSB customer service I've received.

About 6 or 7 months back I bought a pair of PSB Avantini's off of ebay. Cost to me was like $30. I bought them on a whim to see if PSB's older models would hold up. I emailed PSB and asked if they had any info around regarding these speakers. They replied the same day and asked for my mailing address. The sent me photo copies of the original sales material and the documents that come with the speakers. Turns out my Avantinti's were from 1974 (3 years older than me) and still sound great.

Those were the only 2 times I've ever needed PSB's customer service, and to me it seemed that they went overboard both times.

 

[Audioholics]

That's pretty cool. Thanks for sharing that info.

 

[Nick250]

Good message. They earn your business and loyalty as long as the continue to have a good product. Similar experience from my local B&M. A few years back the DVD player I purchased from them quit working. It was well out of warranty. I took it to the B&M to see if it was worth fixing, and left it with them. A week later they call and say it's fixed and I say how much did it cost? They say "nothing" even though it's out of warranty, we feel it should not have died so soon, no charge. They continue to earn my business like above and give me pricing that almost matches the Internet no name stores. I feel lucky to have such a merchant with in 8 miles of where I live.