Thursday, September 27, 2007
ChairMD.com Gets Customer Service Right
A few years ago I bought an Aeron chair. I'd gone through a succession of office chairs and when one felt apart I'd just run down to Home Depot and buy another one.
I had tried a friend's Aeron chair and it just felt great to sit in, but the things were just so darn expensive! Finally though, after reasoning that I easily spent 60-70 hours a week at my desk, I found a great end-of-year deal online and took the plunge.
The Aeron also looked so durable that was hard to imagine that it would ever wear out, and it came with a 12-year warranty, which is pretty impressive for an office chair.
Well… I did manage to wear it out, and it got worse because I'd confirmed that there were no repair options locally and I just couldn't face the prospect of disassembling, packing and shipping a 40 lb. chair! It finally got so bad that I was motivated to do some research, which led me to ChairMD.com and one of my happiest customer service experiences in recent memory.
All I had to do was fill out a simple form with the purchase date, serial # etc. - and describe the needed repair. Within minutes I received an email from a real person, asking me a couple of additional questions, which I answered. I then received an immediate reply saying that I would be receiving a shipping box via FedX, along with a toolkit and disassembly instructions. They also provided a direct link to a FedX url where all I had to do was specify a pickup date.
The box arrived 2 days later. The "toolkit" was an allen wrench. Disassembly meant removing four screws. Twenty minutes later the box was sitting by the front door ready for pickup, and the pickup was scheduled.
About two weeks later the FedX arrives with a "like new" chair. None of this cost me a nickel.
Maybe it's just that I expected the logistics of getting a heavy chair shipped and repaired to be an incredible hassle, with hefty shipping charges borne by me. In any case this whole process was just so slick and painless that I just had to commend ChairMD.com for getting it right.
Filed under Misc by hyperlinkguerrilla
Comments on ChairMD.com Gets Customer Service Right
Felix @ 8:41 pm
www.ChairMd.com is one of the most amazing sites on the internet. My chair was not under warranty, and at the time I was short on cash. When I told them I couldn't afford to fix my Aeron, they suggested I sell the chair to them and they offered me $400 for a broken used chair. WOW!
A few months later when a bonus came in, I found a floor model at www.ultimatebackstore.com for $799, so I am back in a new chair for only $399, with the 12 year warranty. You gotta love the internet.