Ask HN: What is the best customer service experience you've received?

1 pointneilsharma2 comments

For a startup or a large company, what did they do that wowed you?

Thorlabs-- they ship quickly, include food with the order, replace things quickly without hassle, provide lots of documentation+software sources without hassle, it's always easy to talk to a human with decision making ability, etc. I've never had a suboptimal experience with them. When I broke four $20000 machines in a month, sequentially, while using them "technically" in spec, I got four overnight RMAs and eventually a better/cheaper replacement. I met the CEO at a conference and he knew my name as a result of this incident. In general I don't do brand loyalty, but I fucking love thorlabs.

That's a great story.

"In general I don't do brand loyalty, but I fucking love thorlabs." - I think that sentiment is representative of the vast majority of companies. Brand loyalty is earned when companies go above and beyond to help you, when human attention is thrown at you.

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