[rconti]

One of my most memorable customer service examples was memorable merely because it didn't go poorly.

The vibrate function on my Ericsson T39 cell phone failed. I was dreading calling support, because I knew they'd tell me to piss off. It was a grey-market phone. I bought it on eBay unlocked, shipped to my home in the US. I wasn't the first owner, for that reason. It came with a UK charger. They didn't even sell the phone in the US.

When I called support, they asked me for the serial #, plus a code next to the serial (turns out to be the production date.. Week/year).. and my address. Almost immediately shipped me a replacement with a box to RMA the old phone.

They didn't care how I obtained it. They didn't care that it wasn't sold in my country. They didn't care that I didn't have a receipt. They CARED because I was a customer who paid money for their product, it failed, and they wanted to make it right. It was so refreshing.

[Denzel]

I had a similar experience with Sony back when I was younger. Although, I did purchase the PS2 legitimately.

Something went wrong with the disc reader after a year or so. Sony told me to send it in. Then they sent me a replacement PS2 to keep... and a couple weeks later I received my old PS2, with the disc reader fixed. All free of charge.

I've been loyal to Sony ever since that fantastic experience.

[hkmurakami]

iirc Nintendo has many stories like this from the 90's.

Hope their culture is still in tact after these years of mediocre to bad fiscal results.