I’ve said before that I really try to maintain focus on education, technology and psychology here, as I really don’t want this to become another e/n blog, but every so often something happens outside of this sphere that warrants mention.
Consumerist was one of the first blogs I started reading, and I’ve since developed a strong interest in consumer advocacy. What I’ve always admired about Consumerist is that they not only expose the failings of corporate and retail America, but they also recognize those companies who get it right. This is a story all about how my life got flip turned upside down a company who got it right.
I ordered a CanoScan LiDE 25 scanner from Dell.com last weekend; it shipped on 4/28 and arrived two days later. For two nights, I tried to get this thing to work with my computer, but no dice. I downloaded the latest drivers, updated all the software, shut off my antivirus, made sure the scanner was “unlocked”; no joy. When I finally called Canon Tech Support late that Thursday night, the representative (whose name I didn’t get; sorry!) was patient, knowledgeable, and when it looked like this wasn’t going to be resolvable, gave me all the information I needed to return the scanner to Canon. He told me that if I faxed his office my original proof-of-purchase and the RMA, they’d get me out a refurbished model ASAP.
I wasn’t thrilled with the idea of receiving a refurb, but I wasn’t up to fighting City Hall on this issue, so we went ahead. I faxed the information to Canon on Friday afternoon, 5/2, and sure enough, my new (to me) scanner was waiting for me this (Monday) morning! Additionally, the model they sent me was a few models up from the one I originally purchased, and after a few initial test scans, seems to be in perfect working condition (we’ll see how it handles the photos I want to digitize this weekend). The process for returning the defective unit is pretty easy, too.
At any rate, thanks, Canon, for a positive customer service experience. Unlike many of your competitors, you guys have gotten it right.