Jabra knows how to treat its customers

June 26, 2006

A couple of months ago I wrote about my Jabra JX10 Bluetooth headset, and overall, had some very nice things to say about it. However, one thing I failed to mention was the fragility of the earhook. As a whole, it didn't feel weak or anything, but the way in which it was coupled to the headset made you wonder.

A few days ago I was removing the headset from my ear and thought that the earhook felt a bit loose. I checked, and sure enough one of the two tiny hooks that connects the earhook to the headset had snapped. Needless to say, I was a bit perturbed given the fact that this headset was $180 (ridiculous!) and knowing that I, the guy that treats his gadgets like gold, didn't cause the problem.

Jabra made it right, and quickly

I went to Jabra's site, found the support page, and entered my information into a form. With my allotted 500 characters I explained the problem as best I could and expressed my disappointment that such an expensive device could give way to gentle day-to-day use so easily.

Just 12 hours later I received this response from a human:

Thank you for contacting JABRA North America!

Please forward your mailing information and manufacturing code of the JX10, and we will be happy to send some complimentary replacement earhooks. The manufacturing code is 2 numbers followed by a letter, and is located on the speaker, under the ear gel.

Should you have any questions, or require additional information, please do not hesitate to contact us at Product Support.

Yah, I couldn't believe it either. I was floored. No arguing, no sending my device in, no out-of-pocket expenses? All you want is my address?

Still in disbelief, I immediately e-mailed the information requested, and not one hour later got this in return:

Justin,

Your ear hooks are on there way by USPS. You should see the ear hooks in about 5-7 business days.

And that, readers, is how you do business. Don't blame me. Fix the problem and make me happy. I'll come back again and again.

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