Daraius: We’ve got a great team at Million Mile Secrets helping with posts. But I miss writing as much as I did in the old days! So here I am writing about stuff that I really care about. And which isn’t all miles-and-points related.
About 4 years ago, I was shopping for a speaker which I could play wirelessly in my apartment though my iPhone or Mac laptop. I did a lot of research and eventually got the Wren V5AP.
The speaker had great reviews and I loved its sleek look. And it filled my apartment with beautiful sound, so I was a very happy customer!
Fast forward to a few months ago, and the speaker wouldn’t play for longer than a few seconds. It would play music for 5 to 10 seconds and then cut out. I was frustrated and tried all the usual things – switching the speaker on and off, rebooting the modem and router, etc. But none of it worked.
My Speaker Isn’t Working!
I emailed Wren’s customer support and I got a reply from John asking me to update the speaker’s firmware and he attached instruction on how to do that.
I tried updating the firmware, but wasn’t able to get it to update. So I emailed John again, and we had an email exchange over a few hours – on a Saturday. I loved how quickly and almost in real-time I was able to troubleshoot the issue!
Amazing Customer Service Looks Like This
Three days later, John asked me for more information (when and where I bought my speaker and my address). He wrote that he would send me a prepaid shipping label for me to send in the speaker for repairs.
I was thrilled at how easy this was. I didn’t have to hunt for the receipt and mail it in. I just took a picture of the speaker and the serial number and that was it.
I took the prepaid shipping label to UPS, paid ~$4 for them to pack the speaker in a box (I could have packed it myself, but didn’t want to!) and shipped it off.
A few days later, John emailed me saying that my speaker had malfunctioned. And that they no longer carried that model.
He apologized and sent me a link to their latest speaker – the V5US – and asked me to pick a color and he would mail a new speaker to me!
I was thrilled! A few days later I got my new speaker via UPS! The latest model V5US sells for ~$500 or about double what I paid for my speaker. It also has more features than my old speaker!
I’m a Wren customer for life because Wren took care of my complaint so quickly and so efficiently! I didn’t have to wait long to get a response. I was able to email in real time with my issue.
When none of that worked Wren made it extremely easy for me to mail back my speaker to them. I just took a picture of the speaker and the serial number and that was it. No long forms to fill out or receipts to dig out.
And when my speaker couldn’t be fixed, they asked me to choose a color for a new speaker and sent it via UPS to me.
A brand is a promise, and Wren went above and beyond that promise. I’m inspired to see such an exemplary level of customer service in a world where companies are cutting back on customer service!