I have to share a rather pleasant experience I just had with the
Flip Video customer service department. Recently, my
Flip Video camera stopped turning on or charging, so naturally, like any other consumer, I contacted the
Flip Video customer service department. These guys have it figured out. Not only was the process of solving my problem easy to do, but, every complaint that is filed is answered within four hours. After several back and forths with the service representatives offering various suggestions, it was determined that my camera was no longer working. Under normal circumstances, the
Flip Video cameras have a 90 day warranty, and as this camera was a gift, I was unable to produce the evidence of how long I have had the camera, but it was well outside of the warranty time. This did not matter to the customer service representatives. After apologizing profusely for any inconvenience I may have had, the company offered to replace my camera, free of charge, and would also pay for the shipping. Unreal.
This folks, is how it should be done. Under most circumstances, a company dealing with a defective product would stand by their warranty, and at best, would offer to sell you a replacement product at a reduced price. Not in this case with
Flip Video. Not only were they overly understanding of the problem and very sympathetic to my case in offering various solutions to the problem, they offered to replace it and pay for shipping, no other questions asked. It's a simple model. Stand behind the product you produce, and don't irk your customers when the products do not work. It should be noted that
Flip Video is owned by Cisco, and as is the case, it is even more amazing that such a large company would stand behind their product, and replace it free of charge. Hopefully other will take note. Well done
Flip Video.
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Posted by GetHuman on Thu, 8 Jul 2010 2:10pm