Exceptional Customer Service - Olympus America
Volumes have been written extolling the virtues of companies that know how to do customer service ‘right.’ After years of trying to do customer service cheaply, many of the companies that are flourishing in the down economy are the ones that have exceptional customer service. The example that’s always cited is Apple, but today I offer another: Olympus.
On the Internet people tend to be complainers. Sites like Consumerist (one of my faves) are successful precisely for this reason. I always caution friends of mine who look for new car information on model specific forums: most people who join are going there to complain, and the happy people are out driving around, not posting online about how they never have any problems.
Which brings us to today. I’m writing about an exceptional customer service experience, not a complaint. In February 2009 I bought my favorite lens for my Olympus E-510: the Zuiko Digital 12-60mm. It’s big and it’s heavy, but the usable range on it (24-120mm) is great for everyday use, and it helps make great photos. That is, while it works.
(one of my photos taken with the 12-60mm)
After approximately 3,000 photos the lens stopped auto focusing. Olympus offers free packaging and shipping for any repairs, and upon bringing it to a UPS store with a few forms, it was on it’s way to meet it’s maker.
The lens arrived at Olympus in NY on 12/21/09. That day I got an email with a status update, saying that it had arrived. The following day I got another email: repair approved, cost $0. It was still under warranty and had been treated well, so I expected the repair to be covered. The lens was delivered today, fixed.
So to recap:
- free shipping (and packaging) via UPS in both directions
- excellent communication the entire time
- great warranty experience, no questions asked
- fast turnaround - 3 business days total
I couldn’t have asked for anything else, and frankly I was pleasantly surprised and amazed by the entire process.
