We all strive to provide great customer service to our clients, because we know how quickly word of mouth spreads and that providing exceptional customer service is more valuable than any paid marketing, especially in the days of social media and consumer review sites like Yelp. We should also expect the same great level of service from our industry partners.
In the past, my company has shied away from some great products because getting tech support or dealing with RMAs just became too cumbersome. One of the reasons we were such fans of Sonos when the Endorsed Partner program was announced is because we were looking for a replacement for Autonomic. There were a few instances when it was just easier to eat the cost of a defective Autonomic device (not an MMS5, but the smaller and less expensive MMS1E) than to deal with the hoops we had to jump through and the time wasted to get an RMA as well as the weeks it would often take to get the replacement part. Well, all of that has changed!
While Sonos is a great company with solid products, the lack of a fully “integratable” API made usage difficult for our clients. So, with the recent acquisition of Autonomic by SnapAV, I decided to give them another try. I am so happy I did. We had a defective MMS1E on a job site recently, so I called SnapAV from the field. I assumed I would spend 15-20 minutes on the phone troubleshooting the issue and then have to deal with paper work and shipping back the bad part on my own dime to get an RMA. Instead, after describing the problem, the support tech not only offered an RMA right away, but asked if I needed a replacement overnighted at no cost to make sure we took care of our customer. I was in shock; I couldn’t believe that in less than five minutes everything was done and a new part was being overnighted. Less than 15 minutes later I had the pre-paid return label in my inbox. The process could not have been better. Kudos to SnapAV for “getting it.”
You all know that I bleed blue for Crestron, but I think there may be some orange running in my veins now. We will continue to support industry partners who know how to take care of their customers, just like our customers continue to support and recommend us because we take care of them and provide exceptional service and experiences.