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I see this recurring theme of "I bought some Anker product and it wasn't good, but their customer service replaced it with a better one and now I really like th
by nfriedly 9y ago
I see this recurring theme of "I bought some Anker product and it wasn't good, but their customer service replaced it with a better one and now I really like them!"
I guess it's working for them, but it sure seems like an odd strategy.
(For the record, I'm in about the same boat, I have probably half a dozen Anker products, and they replace for free the one battery that failed. My wife really likes their super-duper iPhone cables because she destroys regular Apple cables, and the Anker ones seem to hold up much better.)
I'll also give them props for consistently having not-annoying packaging. Basically just cardboard boxes that are easy to open.
- tracker1 9y agoThe packaging is definitely a great thing... given how much is just drop shipped these days, I hope more companies move away from the sealed clamshell blister packs.
- Bud 9y agoTheir packaging is very closely modeled on Apple's. Which was a good idea.
- donarb 9y agoCould be one of two different strategies there. The first is that the product is of high quality, and so the manufacturer can afford to replace the item since the failure rate is so low. The other is that the product is low quality, so the manufacturer can afford to replace the item since the product is so cheap to manufacture.
- Bakary 9y agoThere is an inevitable failure rate but if they proactively manage the customer's moods the failure rate can instead turn to their advantage as it will produce these sorts of stories which will be read by other prospective customers and create the perception of good customer service.