I love talking about companies that go above and beyond standing behind their product. As well as making things EASY when there are issues!
Wahoo Fitness gets a tip of my beanie hat today. My bicycle computer started acting wonky a couple of weeks ago. I reached out to technical support two days ago. We tried a couple of things. They sent easy-to-follow detailed instructions but sadly the problems did not resolve themselves. Honestly, I could not believe how simple to follow they were.
The computer is almost 3 years old and out of warranty. Time to pull out the credit card.
The next (unexpected) message I receive is……………………Wahoo is warrantying it anyway and sending me a new computer.
Never did a brand have the right name in this moment as far as I’m concerned……………….WAHOO!!!!!!!!!!!!!
So of course I’m thinking they send me a label, I have to send them the computer, then when they get the damaged computer they process the return and send the replacement. I’ll see a new computer in two weeks. And if you’re an athlete (or just OCD about your exercise data) being without the device for even a day can ruin your life.
Nope, not Wahoo. The message (with video) asked me to destroy the charging port and send a picture of the damaged port along with serial number. That’s it. And to dispose of/recycle responsibly according to local rules. Did I already say WAHOO!!!!
That was Tuesday. Today is Thursday. According to FEDEX tracking my new computer arrives tomorrow!
And that kids, is how you make things simple, go above and beyond and keep a customer loyal (and perhaps even get them to write about you).