Killing it with Customer Service

A photo of my Harley and I taken by my friend Katie.
I've been meaning to write this blog post for a while now but unfortunately being a full time student has done a good job of preventing me from doing much of anything that isn't academic in nature.

Over the past couple of months I've had a couple of situations arise that required me to reach out to customer service representatives for a variety of reasons.

First off, I had an old pair of Skullcandy FMJ earbuds break on me. I'd been using them almost daily for the better part of two years and carrying them in my back pocket pretty much wherever I went. The audio in the right earbud started cutting out intermittently before failing altogether.

Additionally, my Betabrand Cornucopia bag which I also put through a crazy amount of wear and tear started showing some signs of abuse. Two out of three interior pockets had almost completely torn out meaning that I could no longer use any of the separate internal pockets.

This led to most of my smaller items (pens, pencils, change, etc) falling through tears in the smaller interior pockets and ending up in a jumbled mess at the bottom of the main backpack compartment.

I reached out to Skullcandy and Betabrand via the contact forms on their respective websites and explained the trouble I was having with their products. In both instances, neither company was entirely at fault. I used their products almost every day because I enjoyed them. It was the daily abuse that I administered upon those products that eventually caused them to deteriorate and break down.

Skullcandy responded in a couple of hours which surprised me for a company of their size. They almost without question offered me an $80 store credit on their website. Mind you, I had purchased my original FMJs earbuds for $32 on Amazon almost two years prior. Skullcandy was now offering my a credit of almost three times the value of the original earbuds which I found quite impressive. I used that generous store credit to purchase a pair of brand new earbuds for myself and my brother.

Betabrand responded in a similar fashion. The customer service representative I spoke with apologized profusely before offering me both a full refund and to replace my original bag with a brand new one. While Skullcandy's responses was a little more generic, the response I got from Betabrand actually made me laugh out loud. An excerpt of my email conversation can be found below:

"Wow Pat, those are some pretty serious rips. Not sure how that happened, honestly. My apologies again. Maybe you should stop carrying around so many bricks and knives in your bag!"


In a third and somewhat separate case, I also reached out to Panic regarding upgrading my Coda 1 license to Coda 2. The upgrade was free for users who had purchased their copy of Coda anytime after April of 2012.

I had unfortunately missed the cut-off date by a month and emailed their customer service alias asking if there was any wiggle room in terms of getting a discounted update. Almost immediately, Panic emailed me back with a new license free of charge and wished me all the best.

In all three of these cases, companies I already loved treated me with the utmost respect and found solutions to my problems in a timely and hassle free manner. I've always been something of a brand loyalist, but due to their generosity and generally high quality of their products, Panic, Betabrand, and Skullcandy have all won my continued patronage for the foreseeable future.

That's customer service done right.

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A photo of my Harley and I taken by my friend Katie.