Great customer service idea from Griffin
My brother forwarded me this great support email he received from Griffin when he was having problems with some headphones from them. It’s not often that a defective product issue ends in a positive customer experience that the customer shares with their friends.
Thumbs up to Griffin for thinking creatively when it comes to product return.
I’ve highlighted my favourite bits in bold.
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This email has been sent to you by Griffin Technology to help facilitate testing and/or replacement of merchandise.Generally we handle returns for our international customers a little differently than for our domestic customers. We assure you that this is our preferred method for handling your return as it will help save you money (shipping costs) and the hassle of having to send the product back to us. It also has the added benefit of helping us to ensure that your unit is truly non-functional.
First, destroy your defective product. Yes, really destroy it. A hammer works well for destroying most products however feel free to use whatever tool you are most comfortable with. This can be a great opportunity for you to express yourself creatively and take out some frustrations at the same time. Also, you may want to use eye protection and protect yourself from any flying debris that may result from this process.
Second, document the destruction by taking a digital picture of the destroyed unit while it is laying on a printed copy of this email so that the RMA number and other information are visible. If you don’t have a printer, you can just hold the item in front of your computer screen with the email visible. Also, take a digital picture (or scan a copy) of your receipt.
Third, send us the pictures. Just reply to this email and attach the digital pictures of the destroyed product on the printed email and the receipt along with any other pictures that we might enjoy, such as you holding the destroyed product or the town where you live. Of course including the extra pictures is optional but feel free to include them if you want to.
Once we receive the email and verify the photos we will send a replacement to the address that you have provided us below. In order to ensure that we receive your email, please limit the size of the email to around 3MB. If we have not received a response from you within 30 days from the when this email was sent, your request for a replacement will automatically be removed from our system. So please respond as soon as possible.
Processing may take up to 2 weeks once the photos are received.
Thank you,
Griffin Technical Support
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