The best customer support I've ever received in my life from a manufacturer
The best customer support I've ever received in my life from a manufacturer
This has nothing to do with COVID-19, but I was blown away by the customer support I received from Aputure and I thought you all should know what great customer support looks like.
Executive summary
I reported what I thought was a software issue in an Aputure light I purchased from Amazon almost 2 years ago.
Less than 40 minutes after I sent my message, I received a response that they are shipping me a replacement and they even gave me the UPS tracking number. So I checked it and replacement will be here… tomorrow.
I was floored. I’m 65 years old and this is the best customer service I’ve ever received from any manufacturer.
See the comments for other great companies.
Details
I have a bunch of Aputure products that I’ve ordered via Amazon.
Almost two years after I got the MC light, I discovered that when it is powered via the USB cable, it doesn’t respond properly to the Sidus link application to turn the light on and off.
So I used the support form on the Aputure web site to ask what to do since upgrading the firmware didn’t solve the problem.
Less than 40 minutes after I filled out my form, I had a response back with a UPS tracking number.
I was floored. I just wanted you to know.
!
their customer service was more devastating than I wrote. I just found out that the replacement unit will be here ..... wait for it.... TOMORROW.
Absolutely blown away.
Isn't that fabulous. I recently had great customer service from Shark for my robot vacuum. They got on a video chat, had me try a few things and show them some video of the robot. They sent me basically a new robot minus the battery and a few pieces that I took off the old one. I was 15 days past my warranty. They asked if I'd pay the shipping and I was happy to. Good customer service is not common enough anymore. Pride in products produced has been co-opted by greed. The moral fabric of American Exceptionalism has been torn and tattered and the evidence is everywhere. Even in the small things like good customer service.