lifes_a_fallacy
Person.
just thought i'd put this story out there, because we all sure as hell complain when its the other way around.
i purchased a firepod with a one year manufacturer's warranty - standard.
after about a year and three months, i lost ALL firewire connectivity. Period. I emailed their rep asking what it would cost for the repairs since my warranty was up. His response was "don't worry about it, just ship it back to us and i'll write it up as a warranty repair"
i thought "wow, cool"
so, it came back ... and it worked .. for like a week. Then it started acting all goofy and wihtin a few months just stopped working altogether again. I figured that there was NO chance that they would repair it again, so i didn't even bother asking. Then ... a few months later, after a horribly rigged-together session with my delta 1010, i was completely bummed about my worthless firepod, and just emailed the guy to tell him how much i LOVED their preamps ... but wished the damn thing had worked for me more often than not. I didn't ask for anything - i just politely griped and told him i would be unable to recommend their products to anyone.
his response surprised me.
He replied - immediatly - saying that they would replace the unit outright - even though i was nearly a year past their manufacturer warranty. They even paid for the shipping both ways - gave me an RA number and their expedited UPS and FedEx codes so it didn't cost me a dime. He said "usually we don't have problems like this - but every once in a great while there is just a problem with the main board - we'll take care of you"
i thought that was pretty damn nifty.
now i have a new firepod - well, they replaced everything in it and sent it back in my old chassis so that he could just write it up as a warranty repair again. But now its working like new ... because it essentially is.
i've never had a company treat me so well. thought i'd pass that on.
i purchased a firepod with a one year manufacturer's warranty - standard.
after about a year and three months, i lost ALL firewire connectivity. Period. I emailed their rep asking what it would cost for the repairs since my warranty was up. His response was "don't worry about it, just ship it back to us and i'll write it up as a warranty repair"
i thought "wow, cool"
so, it came back ... and it worked .. for like a week. Then it started acting all goofy and wihtin a few months just stopped working altogether again. I figured that there was NO chance that they would repair it again, so i didn't even bother asking. Then ... a few months later, after a horribly rigged-together session with my delta 1010, i was completely bummed about my worthless firepod, and just emailed the guy to tell him how much i LOVED their preamps ... but wished the damn thing had worked for me more often than not. I didn't ask for anything - i just politely griped and told him i would be unable to recommend their products to anyone.
his response surprised me.
He replied - immediatly - saying that they would replace the unit outright - even though i was nearly a year past their manufacturer warranty. They even paid for the shipping both ways - gave me an RA number and their expedited UPS and FedEx codes so it didn't cost me a dime. He said "usually we don't have problems like this - but every once in a great while there is just a problem with the main board - we'll take care of you"
i thought that was pretty damn nifty.
now i have a new firepod - well, they replaced everything in it and sent it back in my old chassis so that he could just write it up as a warranty repair again. But now its working like new ... because it essentially is.
i've never had a company treat me so well. thought i'd pass that on.
