memorex service
I have a friend who bought a spindle of DVD-R discs. After he moved, he tried using one and it wouldn’t work. So he filled out a contact form on the Memorex website. Let’s follow this communication with Memorex. [names, emails, & numbers have been changed to protect my friend's identity]
—–Original Message—–
From: John Doe [mailto:John_Doe@domain.com]
Sent: Monday, May 16, 2005 10:21 PM
To: Warranty Replacement Status
Subject: Memorex Warranty Replacements StatusThe following information was submitted
First Name: John
Last Name: Doe
Telephone (Day): (111) 555 – 1212
Telephone (Eve): (111) 555 – 1212
Email: John_Doe@domain.com
Question: I bought a pack of 25 Memorex CD-R’s about a month ago before I moved. I opened the pack and tried to use 1 of the CDR’s but it didn’t work. I meant to figure out why but forgot b/c I had to move. I cannot find the package (except I still have the CD spindle) or the receipt of my purchase but I think the CD-R’s are ALL bad! Can you possibly replace these CD-R’s or tell me how to use them if they’re not broken? I would greatly appreciate replacement or refund of my purchase which was about $25 US.Thanks!
Looking at this communication from an outside, objective perspective, Memorex really has very little responsibility in this from a returns perspective. They can tell my friend to return it to the store and be done with it. However, look at the extraordinary service response…
Dear Valued Customer,
We are sorry for the inconvenience you have experienced with our products, and we hope that you will give us a second chance! We strive to produce a high quality product, and to ensure this quality, we do extensive research at our manufacturing facility, and we also conduct various quality control tests.
We will be shipping your replacement. Please allow 4-6 weeks for delivery of the items you are requesting.
Thank you
Memorex Products, Inc.
Warranty Replacement
OH MY GOSH. I am impressed. When I have a choice of choosing Memorex over another company, I will remember this email.
My friend wrote back…
Wow, what a very pleasant surprise! I have never had a faster response or a more amiable one with a customer service dept and I will let all my working relationships know about this great experience.
If you would like to include a return label and shipping package, I can return the bad DVDR’s I purchased to you for research? It would be no trouble, and hopefully you can keep this from happening to anyone else.
My Mailing Address is:
>
Thank you for your quick response and this will go a long way towards future purchases from Memorex!
Sincerely,
John Doe
Hey Mike, glad to see you got into the blogging world. :-]
I just spent the last little while going back and reading all your posts; you post some interesting stuff, some of which I found encouraging – thanks!
My current site is an “intermediate” design. I’m working on a total re-design (uh, in theory?) so probably won’t be fiddling much with it in the meantime.
i’m impressed. I will definatly be purchasing that brand at my next opportunity. I probably would never use their customer service, but I’m all about supporting a company that does it right.