This is a little off-topic from my usual blog posts, but I strive to provide useful information to you guys, and I genuinely feel this is worth knowing about.
Last week I noticed that one of my Lexar Professional 1000x SD cards was broken. Part of the plastic casing had come apart, and I could no longer insert it safely into a camera. I’ve never had to warranty a memory card before, and I think in general I get filled with a sense of dread at the thought of fighting long wait times in online chat support centres, or even worse, trying to get automated phone services to understand my British accent.
I loaded up the Lexar website, located the Contact Us section and to my amazement I was connected to someone immediately. I explained what had happened and within 2 minutes he created a case for me and emailed me instructions of where to send the faulty card, no questions asked.
I put the card in an envelope the next day and mailed it to the address in the US (note: I live in Canada). Imagine my surprise yesterday when, less than a week after mailing the faulty card to them – let alone them receiving it – the FedEx guy knocked on my door and handed me a package with a replacement card in it.
I was floored! They must have turned the replacement around in the same day, and the fact that they shipped it back to me via air with FedEx blew my mind.
I have never had such a smooth and efficient warranty replacement for anything in my life. Bravo Lexar! THAT is how you keep a customer for life. Now I know that I’m lucky enough that some companies provide me with gear for my work, but I want to make it absolutely clear that when it comes to this Lexar card, I purchased it in a store for full price, just like anyone else. I have no existing relationship with Lexar in any way so this wasn’t any kind of special treatment, nor was I compelled to write this for any other reason than the fact that they deserve credit for such amazing service, and you guys deserve to be able to buy products with confidence.
