Complaints about “poor customer service” are everywhere, so when you encounter good service, it’s all the more noteworthy. And now, I’m going to do just what Bosch would like me to do, and sing their praises.
A week ago, my cordless Bosch drill packed up. A friend took it apart and it was clear that the motor had seized. A quick look on the web showed that this is a common problem.
Monday morning, I called Bosch. They told me the drill would be collected on Tuesday by FedEx, and that they’d give me a quote for the repair, as the drill is well out of warranty. If I didn’t want to accept the quote, they’d return the drill to me without charge.
They didn’t call, they didn’t write. They did better than that. Instead, the FedEx man turned up this Thursday morning with a repaired drill. The delivery note is marked “Type of Order: Commercial Goodwill”.
When a company recognises they’ve got a problem (a faulty design or part, in this case) and puts it right quickly – without complaint or cost – it’s an example that others could follow.