A Pleasant Surprise

I recently experienced a problem with some computer hardware. A keyboard which was put into service in April suddenly had about ten keys which no longer had any markings on them. It was difficult to type quickly without having to constantly check where my fingers were. Frustration level – high. In mid July I wrote a letter to the CEO of Logitech, Mr. Darrell, explaining the situation and noting that I was disappointed in the durability of what is otherwise an excellent keyboard.

Now for the pleasant surprise – within a week I received an  e-mail from a customer service representative who asked that I provide some additional information, including photos of the keyboard. A few days later I was informed that I would be receiving a new keyboard. The new equipment arrived this afternoon and it is a pleasure  to type again. This surprise is all the more pleasant because a replacement was not my intent. As a matter of fact I had already purchased the replacement the same day I sent my letter but had not installed it as yet.

Mr. Darrell and his staff at Logitech appear to appreciate the importance of quality customer service and professionalism. It is gratifying to see that a positive approach was taken to resolving what is in the overall scheme of things a rather minor problem.  I hope that there is a consistency between the quality of their customer service and the treatment of staff.  Such consistency will insure that job related issues will be consistently and appropriately addressed with positive resolutions the likely outcome.  A win/win for the organization.




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