I love to tell a good story. Especially one with a happy ending. Today I get to do just that.
A couple of weeks ago, I had written a blog about my keyboard dying. This was very troubling to me because one thing that I don’t keep ‘spares’ of are keyboards. (The link to the blog is here) Since I could only return the keyboard to Staples for the first 30 days and the keyboard was just about a year ago, I was instructed to call Logitech directly.
I suppose I understood this logic, but in order to keep functioning and working, I needed to purchase another keyboard. Fortunately they still had the same model available, as we all know how technology changes so quickly, so I purchased another identical keyboard for approximately $115.
When I got home, I called Logitech. I didn’t have a lot of hope, as even if they agreed that the keyboard was defective, by the time I paid for shipping and all to get the old one back to them, it would cost quite a bit. But I wanted to see what they would do about it anyway. Perhaps there was a setting or part that could be replaced without me having to trash the whole thing.
The tech was very nice and he went through several troubleshooting steps. This took about 10 minutes and when we were done, it still was not working. He told me if I could send him a copy of the receipt (via email was fine) than he would send out a new keyboard right away.
I was stunned.
There were no hoops to jump through. I didn’t have to tap dance or complain or anything of the sort. I did so immediately and within an hour of sending it, I was notified that the keyboard was ready to be shipped.
It arrived here on Monday, which was less than two weeks from when my other one broke. It was identical to the one that I had, but since it was sent from the USA, it didn’t have the French printed instructions and the translation on the box. The keyboards functioned exactly the same way.
When speaking with the representative, I had told him that I needed to purchase another keyboard to use until my new one arrived. I asked him if I would be able to return the new one, unopened and he told me that would be fine. However, I still kept the thin film over the face of the board I was using ‘just in case.’
In seeing that the new one had the language difference on the package, I also noticed that the SKU number was one digit off. I wondered if this would affect my return, as the SKU on my receipt was for the English/French version. I didn’t know how Staples would handle it, and I was afraid that they would give me trouble because it didn’t match exactly.
I didn’t want them to think I was trying to scam them, so what I did yesterday was pack up keyboard #2 and bring all three back to Staples. That way I could tell my story and let them decide how they wanted to handle it. I already had in my head that if they didn’t allow me to return keyboard #2, at least I would now have a back up and not be stuck if something like this happened again.
When I got there, I asked for a manager right away. I figured that it would have to go through the manager anyway, so why waste time explaining to the cashier only to have to explain again. He came to see what I needed and while at first he seemed confused, when I explained my story and presented receipts for keyboard #1 and #2, he followed what happened.
He explained to me that since they didn’t have the SKU in their system for keyboard #3 (the English only one) that I was to keep it, and they would happily accept keyboard #2 back for a full refund. Since I had not even taken anything out of the package except the board itself and everything was in tact, and clean and wrapped accordingly, he said that they would have no trouble with it at all.
The entire transaction took only a couple of minutes and before I knew it, I was heading out the door with keyboards #1 and #3. Since the batteries were still good in Keyboard #1, I now had an additional set to use as a back up.
All in all, I was thrilled that things went this way. Both Logitech and Staples couldn’t have been more helpful and I am a happy camper. Paying $115 for a keyboard is a lot. I mentioned in previous blogs why I chose such a keyboard in the first place. It is one of the only keyboards that I have seen that are both cordless and back lit, which for me is a huge plus. Besides that, the key action is the best I have ever experienced on a keyboard and I absolutely love it. Even though I had the problem with it, I hope that is a fluke and that I will get a nice long life out of this one.
Customer service is so critical at times like these. With the economy so volatile, everyone is very watchful of their spending, including myself. I think that companies that offer good customer service will be the ones that will survive these lean times and hopefully they will be rewarded by return business. I know that I feel very good about how both Staples and Logitech handled this whole issue and I feel confident that when I am purchasing from them, there will also be some assurance that they will take care of me down the road. It made for a good day.
I spent a couple additional hours in town finishing up on some shopping for both my Thanksgiving dinner tomorrow and also for Christmas. I am just about finished with all my shopping now, and looking forward to not having to go fight crowds in the upcoming month. Besides, this past weekend I had my fill of people and crowds anyway,
I still have some organizing to do, as I am giving many people things that I made. My main stop yesterday was a trip to the dollar store to get some wonderful decorated boxes that I love to give gifts in. I love the boxes that they have there, and in addition to the beautiful boxes I purchased this past weekend in the city, I am all set.
So it was a wonderfully full and functional day.
I did spend the evening drawing for several hours. While I didn’t finish my new pattern as I wanted to, I did make a great deal of progress on it and I am very happy to see how it is turning out. I think it will be a great addition to our pattern line and I am very happy with it.
Today will be filled with more drawing and preparing many things for my Thanksgiving dinner tomorrow. Even though I am here in Canada, I still have a full turkey dinner on the day of the American Thanksgiving. It is one way I keep the traditions of my own past alive. This year we are having Bernie and Ellen and Keith’s parents over to help me celebrate. It is my one time of the year when we have them all and I truly look forward to it.
So it is a busy day and one that I am looking forward to very much. I love cooking and I truly look forward to sharing a wonderful day with family.
I could have pushed the drawing and worked toward cutting today, but I found myself getting a bit anxious about the dinner and getting everything done. When I woke up this morning, I decided that I was going to relax and enjoy the next couple of days. So many people push too hard and before they know it, they are overwhelmed and not able to enjoy the holidays at all. I don’t want this to happen.
I am going to cook and tidy up the house, and perhaps even get some drawing done too. Everything today will be at a very relaxed and pleasant pace. Maybe I will even watch a holiday movie.
Time seems to go by so fast these days. I think it is important to take the time to stop and enjoy what each day brings. There is always good around us, but sometimes we just need to look a bit harder to find it among the chaos of normal life.
I wish you all a wonderful day today. Those of you cooking or preparing for tomorrow – try to remember what the holiday is all about. It is about getting together with loved ones and enjoying each other and appreciating all the good things that you have in your life. If you all focus on that, you will certainly have an amazing day!
Small cheer and great welcome makes a merry feast. ~William Shakespeare
(photo courtesy of www.mousebreath.com)
-- Designer/Artist/Teacher. Owner of Sheila Landry Designs (http://www.sheilalandrydesigns.com) Scroll saw, wood working and painting patterns and surfaces. "Knowledge is Power"