Unbeatable Customer Service from ISOtunes Audio

Unbeatable Customer Service from ISOtunes Audio

Typically I adore Amazon, but occasionally hiccups occur. Such happened when I bought the highly rated ISOtunes bluetooth headphones. They arrived on time, but when I opened the package - things didn't look brand new, more like refurbished. I tried using the headphones and ran into some functional issues pretty quickly.

I could've called Amazon's Customer Service, knowing they'd take care of the problem, as they always do, but decided to contact ISOtunes Audio directly. I described my problems and send the email.

The very same day, in fact I think it was in an hour or so, I got a nice email from ISOtunes, apologizing for any issues, assuring me that they'll take care of it and asking me to do a few simple troubleshooting steps to see if I can eliminate my problems. I followed the steps and unfortunately they didn't solve the problem.

Quick email reply to them indicating so was quickly followed by their reply indicating that a) they'll be sending me a brand new unit and to ensure there aren't any more issues with Amazon fulfillment - they'll be sending it directly from their factory; b) provided it's ok with me, they'd like to also send me a prepaid label for shipping the old unit back so they can play with it and see what the problem was.

They actually asked me if I wouldn't mind sending the faulty unit back, at their expense. How many companies go that far? VERY FEW.

2 days later - I had a brand new unit, as promised, as well as a pre-paid box with return label so I can send the old unit back to them.

You can see the personal, hand-written note accompanying my package.

Now everyone occasionally has issues and hiccups. What always makes companies extraordinary isn't perfect products, but the way the handle issues that come up. ISOtunes Audio did everything right, they took care of my problem very quickly and efficiently, therefore I highly recommend their company.

Oh yes, and their headphones are very nice, especially considering they're wireless and have pretty good noise suppression as well. If you're looking for well-priced wireless headphones that work well and are sold by a responsible and responsive company - look no further than ISOtunes Audio.

JetBrains

JetBrains 
Business: Programming & Web Development Software Tools
https://www.jetbrains.com/phpstorm/

I've been using an IDE (Integrated Development Environment) for developing software for years. For those that don't know - these the kinds of tools programmers use to write software, then debug (test) it to make sure it works right. That's the basic definition.

The IDE I used before was ok, but then I came across these folks and their product appeared to be more polished, more feature-full and priced better, so I thought I'd take them up on their generous 30-day free trial and see if it's as good as people claimed.

With anything new and feature-full - there's always a learning curve, which I don't mind a bit. But also, there are some key differences, to be more specific - the debugger, which is an essential part of any IDE, was using an open source 3rd party one (ie it wasn't built into their IDE) and thus required some tinkering.

After looking at videos, web sites etc. - it still wouldn't work right when it came to debugging. Keep in mind that JetBrains is NOT the company who makes the debugger, they simply interface with it, if it's set up and configured right. The debugger itself is provided and maintained by a totally different company/people.

I finished my trial period and was politely asked to submit a survey about the experience. I realize the debugger isn't theirs, but I couldn't get it to work right and thus indicated that it's an essential part of the development process & I couldn't get it to work - that's a deal breaker for me to use their product. I didn't reach out to them directly, I simply voiced my issues in JetBrains survey.

First, big kudos to JetBrains for actually reading the surveys. They immediately contacted me via email and thanked me for my sentiments and offered to help. Keep in mind - I have NOT agreed nor bought anything from them at this point.

What followed later was realization that these are Russian folks, located in a very different time zone (and continent) and I'd normally get email replies once in the morning, something they sent when I was asleep.

That nightly process lasted for about 2 weeks. Every day I'd get an email from them asking me to do something or look at some settings or send them screenshots etc. They were actively trying to help me get something working that wasn't even their product. They were trying to help me, someone who is NOT their customer, nor spent one red penny with them at that time.

After 2 weeks of very slow progress, and me realizing we're not really resolving the problem - I asked them if perhaps they'd want to come into my computer remotely and try to get things fixed that way, cause this single nightly email approach was taking way too long and I wanted something more immediate and functional instead. To my surprise (since most companies throw their support policy in my face and tell me they can't) - JetBrains folks did just what I asked and scheduled a time, convenient for me, to come in remotely.

They did exactly as they promised. The gentleman, Eugene Morozov, on the other end may have been Russian, but he spoke perfect English (we had all communications done in English), he quickly looked at things, changed a few settings and I had a working debugger in no time. he was very courteous, clearly very knowledgeable, and got things working very quickly.

So to recap, this company, JetBrains, spent significant time & effort to resolve a problem for a 3rd party piece of software, for someone who is NOT their customer nor spent any money with them so far.

You can't buy that kind of customer service or experience for any amount of money. HUGE KUDOS TO JETBRAINS! They totally deserve it. Am I still considering their product, you may wonder... After this experience - I would NOT consider any other product, even if it had more features or functionality. I'm DEFINITELY buying PhpStorm from JetBrains and will do my part to support them financially because they not only deliver a great product, but they have phenomenal, exceptional and totally trustworthy support that makes them one of the Extraordinary Companies, a company I'd highly recommend to do business with.
https://www.jetbrains.com/phpstorm

Big O Tires

Big O Tires
3 little lights
http://www.bigotires.com/Location/WA/Kirkland/98034/047108

I had a pretty bad day, with multiple issues and got stopped by police informing me that several rear lights in my car went out ( #whoknew  right?) and needed to get it fixed.  My first stop the next morning was at my buddies at Les Schwab, but they informed me that they don't do this, so I went to another trusted place - BigOTires, since they always do a great job with my oil changes, are more reasonably priced than just about anyone else.  They told me that they can take care of this for me.

I was in a hurry, expecting another long day of variety of tasks that needed to be done, so I asked how long it'll be and not surprisingly told that it would take about an hour.  I explained that I'm in a hurry and they said they'll do what they can.  I sat down with my phone and 15 min later was told that they were done.  

I got charged a bit of $10 and that was that.  Great job, clearly done with my time constraints in mind, which makes these guys someone I could very much recommend for service and, when the time comes, buying new tires.

Les Schwab Tires

Les Schwab Tires
Dead battery or is it?
http://lesschwab.com/store/wa/kirkland/372

I was waiting for a store to open and was in my car, listening to my audio book, while checking some stuff on my phone.  All of a sudden the audio stopped, the stereo started blinking on and off a bit and I realized that my lights were on for about 20 minutes... I immediately turned them off, but the radio continued to blink.  I tried starting the car - the starter wouldn't even turn at all, no sound at all, totally dead.

I took the keys out, turned the lights off and went outside the car.  The headlights were flickering on and off, when I tried to put the key back into ignition - the windshield wipers started creeping up, with some delays and stop, even though nothing was turned on... I had a possessed car ;)

Luckily there was a car place around and they used jumper cables to restart my car, but recommended that I get a battery ASAP or it'll likely die again.

15 min later I was at my local Les Schwab in Kirkland, explained the situation and asked if they had a battery for my car.  They did and told me the total with installation etc. would be $191.  Considering the fact that they fixed my flat tires on about 3 occasions in the past few years and charged me absolutely nothing - I was more than willing to pay a bit more to show my appreciation.

There were lots of people in front of me that morning, but in about half an hour they called my name.  I talk with one of their folks and she tells me that they were done, they looked at the battery, tested it and even though it wasn't perfect - they didn't feel that it needed to be replaced.

I felt like a heel, thinking, I just blew $200 on something I didn't have to buy, but at least I'd get a new battery... So, I take out my credit card and she looks at me quizzically and I ask "how much do I owe you?" and I got the answer I've heard a number of times from Les Schwab before "_NOTHING_".  

They didn't charge me one red cent!

How many companies would do something like that?  Not many, that's for sure.  That's why I'm never buying tires from any other company in the future and giving them as much business as I can... hopefully, at some point, they'll actually charge me :)
http://lesschwab.com/store/wa/kirkland/372

Loretta Green LLC

Loretta Green LLC
Shaving Soap
www.LorettaGreenLLC.com

I know what you're thinking, who gives a second thought to shaving soap, but this company is something else.

I wanted to buy some shaving stuff with my birthday money and went to Amazon etc.  No big deal, bought the essential items, including shaving soap.  It was ok, nothing special, did the job... end of story here.

Well, once I ran out, I was looking to buy soap again and saw that this one was highly rated, so I bought it.  The soap was very good, lathered much nicer than my prior buy from another company, in other words performed really well, was delivered quickly... nice.

What makes Loretta Green LLC extraordinary is the follow-up to the sale.  Shortly after getting the soap - I got a very nice email from them, thanking me for my purchase and wanting to make sure I'm thoroughly satisfied and inviting me to contact them if I have any questions or needs.  I could expect such thoughtful follow-up after spending tens of thousands on a new Lexus or such, but shaving soap?  They certainly got my attention with this email.

About a month later I got another email, and I quote:

" _Hello Oleg,

It has been about 3 weeks since you placed your order numbered
102-3909806-8920211.

We want to ensure you are still happy with your Henry Cavendish Shave Soap! 

We appreciate every customer and want you to be happy with your
purchase. We want to assure you that this shave soap has been
manufactured with commitment to use only all natural non toxic
ingredients. We know your health is important to you and so it is to us! 

We also have a small favor to ask you. Could you take just a couple of
seconds to provide feedback on your buying experience with us? 
It would be greatly appreciated. We take all feedback seriously and 
want to ensure orders are processed promptly and shipments arrived as promised. You can provide feedback by going to Product Review

Remember we are dedicated to your complete satisfaction and will
work with you through any issues related to receiving and using this 
great product._
"
These folks know what they're doing, both product-wise and marketing-wise and they're certainly hitting all the right buttons here. Every company ought to do what they're doing, unfortunately - that's far less common.  So, my big kudos to Loretta Green LLC for taking care of their customers the way it should be done.

And yes, I would definitely be buying my next shaving soap from them.  They are doing things right and thus deserve the business!