Well today Garmin earned themselves a loyal customer.
I have one of these handheld gps’s, and one of the battery contacts broke off, when I was trying to make it be a better battery contact. So I finally called them today to send it in for repair, and discovered that I’m 3 weeks out of the warranty on it. Why that always happens I’ll never know, but much to my surprise, Garmin is cool!
So, they’re going to fix it under warranty. Isn’t that shocking? Instead of taking me for $200 (the price of an out of warranty “bring it back to factory specs” repair service.) They’re just gonna fix their gadget. So cool.
More bidnesses could learn from this… what was a negative experience (the premature failure of the battery contact) and making me consider a different brand of gps has been turned into a positive customer experience that actually improved my satisfaction. That’s smart. Amazing isn’t it, treat customers well, they like it. That’s smart.