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Tag Archives: warranties

The economics of great customer service

My friend Rishi Rawat sent me this great story of common-sense customer service. From: Rishi Rawat To: Andy Sernovitz Subject: My Keurig story Hi Andy, Just over a year ago we purchased a Keurig coffee machine.  It gave us superb service right up to the day when it unexpectedly died.  I dreaded calling customer support […]

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Take it back! It’s worth it.

LensCrafters will let you exchange a pair of glasses. For any reason — even if you just changed your mind. They’ll re-make a pair of glasses again and again. Until you’re happy. Sears will let you return appliances, even after they’ve been installed. They’ll even deliver new ones, for free. This may cost the company […]

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