So often we notice horrible customer service. Rarely do we point out great service.

A year and a half ago, I purchased a Bose LifeStyle 48 system for a house we’re building. It’s (finally) nearing completion, and I went to unpack it. It had been opened in the store, and resealed. The store where I purchased it has since gone out of business. I pulled out the components to test that I had wired everything properly, and discovered that the remote control was missing. I ought to have checked sooner.
Last week, I was in NYC and popped into the Bose store to purchase a replacement. Strangely, they don’t sell replacement units in the stores. They told me to call technical support instead. Today, I did so. I told the fellow on the line what had happened and explained that I wanted to purchase a replacement. He quickly looked me up, (I’ve also purchased their Quiet Comfort 2 headphones – they are fantastic on planes), pulled up my information, and cheerfully let me know that Bose would send me out a replacement at no cost; it should be at my door within a week!

That’s service! Quick, efficient, and far beyond my expectations.