A Tale of Two Support Tickets - Neato vs. Jawbone

I'm a gadget guy. I don't need my wife to remind me, I just need to look around the house, in my pocket, in my car, on my person. This past year I purchased my share of gadgets but this is a tale of two defective ones. In both cases I was enthusiastic about both at the time of purchase and during the honeymoon period recommended both to several friends. I am currently only recommending one of them. Why? Their policies related to customer support.

Company 1: Neato Robotics 

If you are unfamiliar with Neato, you can learn more from the website (http://www.neatorobotics.com)
Essentially they are robot vacuums. I was an early adopter of the Roomba and while it did a good job of inbetween cleanings, it seemed to lack power and seemed a bit frenetic when hitting all the spots in the room. I was skeptical when I ordered my first Neato this past year. Yes, I said first, since I now own four of them. Yes, they are that good. We rarely pull out our upright vacuum any more and anyone who knows me knows my wife is pretty particular when it comes to clean. This is not about the product as much as it is about the experience.

I ordered our first Neato on Woot. (http://www.woot.com) and then a few months later ordered a second (also from Woot) once I saw how well it cleaned our basement. I proceeded to put the second in our upstairs to clean our bedrooms. I finally decided to order a third from Costco (different model - upgrade in fact) When it arrived it worked OK, but not as well as the others. I chalked it up to different layout (more complicated layout)

I called support who had no idea I had two others and they helped me attempt to reset the vacuum. It didn't quite work. So they said, we're shipping you a replacement tomorrow with a pre-paid shipping label. Please provide us with a credit card so that if you'd don't return the defective vacuum we can charge you. I was happy to provide this as they were sending me a $300 vacuum on good faith.

The vacuum arrived in two days. I packaged up the defective one and shipped it back the same day. I was excited to get the vacuum home and fire it up. I let it charge and then anxiously pushed the start button. It purred to life and then started spinning around the room like a kid who had just finished making himself dizzy. I knew this was not right. I tried to reset it again and called support. We shared a good laugh about how it was acting and they apologized and shipped another unit the same day. They still had not received the first defective unit.

The second replacement came the two days later and has been cleaning the floors for us ever since.

We added a fourth Neato for a rental house we have and it has worked flawlessly since day one.

I've recommended the product to several family members and friends who have made purchases. My only contact with their support teams have been pleasant.

Company 2: Jawbone - UP Band

This product tracks your fitness - calorie burn, steps per day, sleep patterns all through a beautifully designed iPhone application. I purchased the band in November and its presence on my wrist has reminded me to walk more, run more, and sleep more. I have consistently taken the long way trying to exceed my daily goals for steps, movement and sleep. Several friends have inquired about the band around my wrist. I've shown the app, played up its role in reinvigorating my workout schedules and suggested it to friends trying to get back in shape or trying to take their "in-shapeness" to a new level.

After two months, the band died. No response.

I contacted support and they responded (after their promised 24 hour maximum response time stated on their website). They suggested clear steps for resetting the band (sound familiar?) Here's where the similarity ends.

The reset did not work. (Neither did the resets on the Neato)

I provided detailed steps on what I tried and the result in my "open" ticket. No response.

I finally called support and the support specialist agreed that the bands battery was defective and should be returned. I was promised a form to complete so they could issue the exchange. Nothing came until I sent another email reminding them.

I provided proof of purchase (receipt from Apple), serial number info, everything within 10 minutes of receiving the form.

Crickets for four days...

This morning I receive an email with the great news that someone has approved the exchange and that someone will be sending me an email (when God only knows) with details of how to return the band - which has to include all original packaging. Once it has been received they will send out the replacement band.

Seriously?

I explained I did not have the packaging (who would?) and haven't heard back.

Conclusions:

I will be updating this post as we continue to crawl our way through this process.

So far the greatest difference I see between Neato and Jawbone is that I've been treated like a valued partner in one case, and in the other, like someone trying to game the system.

Keeping an enthusiastic customer positively enthusiastic should be the aim of every company. Lest that enthusiasm be lost or wasted. Doesn't it all just boil down to doing the right thing?

UPDATE

My new UP band arrived FedEx yesterday from Jawbone. Seems the issue was escalated and I was promptly taken care of. I appreciate the responsiveness and for Jawbone doing the right thing.  A blog post like this however, should not be required for escalation. Good service to paying customers should be all the motivation necessary. There is a lesson here for all of us.

I've printed by pre-paid label and am taking the defective band to FedEx today for return to Jawbone. Hopefully the end of the saga. Now back to exceeding my activity and sleep goals.

Create! Who is your #10?

Great midfielders in soccer create chances for their teams to score. One of the best is Seattle Sounders midfielder #10 Mauro Rosales. The number 10 according to wikipedia "is traditionally worn by the team's playmaker. This use has led to "Number 10" becoming a synonym for that particular player, even if he or she does not wear that number." 

Rosales has led the Sounders in assists both years and been among the league leaders since joining the MLS two years ago. He makes other around him better. He unselfishly looks to "create" for his team.

Who is your #10? Why can't everyone be?

Getting Out

One of the tendencies I have is to get so stuck on working on the business with my head down in the business that I rarely make it out to connect with clients, friends, and prospects. This is a mistake.

Today I made a conscious effort to make two lunch appointments, a coffee appointment and schedule a face to face meeting when a phone call may have been adequate.

Being "out there" made a big difference in the growth of our company. Out of sight is truly out of mind.

P.S. One criticism service companies often face is that their clients don't know their entire breadth of services. We often hear "I wish I knew you did this or that". How might face to face help with this?

"HONK if you Love Someone"

Have a look at this simple concept to get people to remember why it is they do what they do everyday. In my case it would be to make a life for my family.

Oftentimes I let the stress of the day dictate how I approach it...instead I should start with it being a great day and the stress will likely take care of itself.

What would your sign say?

Happy New Year 2013

No fanfare, no twitter posts, no Facebook mention or liking. Just a quiet start to something I hope will once again become a habit. Much like "needing to go for a run" or flossing before bed, writing is something that I need to make a habit and not an optional endeavor.

I hope the focus on the words will encourage greater depth of living, sharing and adding meaning to what it means to be me.

Over the years I have started and stopped, beat myself up for letting my writing slip along with other areas of my life. I am hoping to instead not strive for perfection but to "roll with it" much as live is a journey so should this writing.

If you've stumbled upon this, welcome. I hope I am able to offer useful information, links, or insight. I am also hoping to hear from you in the comments. I think it is only through sharing that we can truly grow.

Happy New Year and let's raise a toast to this being the first of many more. Today is the first day of the rest of your life.

Things to Check Out: Seeing the Edge Blog by PEMCO CMO and Friend Rod Brooks