In August of 2008, I purchased a Plantronics Discovery 925 mobile Bluetooth headset. The unit comes with a 12-month warranty.
In September of 2009, this product became unusable. As I’d invested $125 plus California sales tax in this unit, I really didn’t want to throw the unit away. I contacted Plantronics customer support to see if I could get it repaired.
Plantronics customer support let me know that they honored their 12-month warranty for up to 13 months and asked if I could locate the original receipt. I found it immediately and I was on my way to a no-charge warranty exchange for a replacement unit.
Much to my delight, I received the replacement last week and it works even better than the original. They sent it with only my verbal promise to return the defective unit after I’d received the replacement. They did not ask for a credit card number to guarantee that I’d return the defective unit, something many companies do in similar circumstances.
For outstanding customer support above and beyond their published standards, Plantronics is hereby granted entry in Gardner & Associates Consulting’s “Business Execution Hall of Fame.” Congratulations, Plantronics!
Dave Gardner, Gardner & Associates Consulting