Friday, June 17, 2011

Wow! Great Service

I bought my cycling shoes in 2007 and I've trained, raced, and commuted to work on them regularly since. They are fantastic. But this morning, after 4 years of abuse, the cable laces broke.

I looked up the company that makes the laces, BOA, and they have a bright link on their homepage that says redeem guarantee. They have a "Dialed in for Life" guarantee and replace parts for free, including shipping. No proof of purchase, no forms, no hassle. Just tell 'em what you have and tell 'em what you need. Right now I've got replacement laces, dials, and tools on the way -- they'll be here within a week.

Not everyone can offer a lifetime guarantee; not everyone should. But the BOA example is a good lesson that whatever guarantee you do offer should be without hassle. I guess it just comes down to doing what you say you're going to do. It's amazing how refreshing that is.