On Thursday last week my beloved Samsung Galaxy Note 10.1 died. It refused to turn on. I called Samsung who offered to send a prepaid packet for me to return the device to them for repair under warranty as it is slightly less than two years old. Alternatively I could take the tablet to their Bradford Experience Centre where they may be able to repair it whilst I wait. This would be subject to their volume of work so I opted for the postal option. The packet contained a letter quoting a tracking reference.
On Saturday the prepaid packet arrived. The packet contained a letter quoting a tracking reference. I popped the tablet in the packaging and left it with the Post Office. It was after 12 noon so I wasn’t too hopeful that it would leave that day.
To my surprise and delight on Wednesday when I checked the on-line progress tracker confirmed that my tablet had been repaired. Even more impressive, I received a text and an email from the courier (Anova/DPD) allowing me to track the package. So rather than having to wait in all day I could plan my day knowing the tablet would arrive in a one hour time slot. And it did arrive, 7 minutes into the allotted hour.
Well done Samsung, and Anova/DPD. Treating the customer as a customer.