In today's post Stephen J. Dubner blogs about IBM's exceptional customer service that made him wish that:
... IBM made more things so I could buy them and know that if something went wrong, the repair process would always be this good.
Almost immediately one of his readers (Kent, unfortunately no url) asked:
Why is the co-author of Freakonomics buying overpriced insurance/warranty for a computer?
Good point. However, exceptional service is just such a magical thing that it makes you price blind.
Today a V-belt in my car ripped as I was driving to office. At 3.30 in the afternoon, with the Sun at its fiercest.
In some distress I rolled into the office with a noisy, flailing piece inside the bonnet. A friend suggested that I contact Himalayan Motors in INA market to have it fixed.
They agree to pick up the car and reach my office in less than 30 minutes.
- The car is examined and the offending V-belt cut away with a blade in about 5 mins.
- One of them recognizes that the car has visited their workshop earlier. (True. More than a year ago!)
- The car is delivered back in little over an hour.
- Two belts replaced (the other was also worn out).
- Also, some length of rubber tubes (hardened due to engine heat), one T-joint (wrong size) and a rubber grommet (disintegrated) replaced too.
Total cost to me? Rs 270 (less than 6.6 US dollars), all inclusive.