One of my most memorable customer service examples was memorable merely because it didn't go poorly.
The vibrate function on my Ericsson T39 cell phone failed. I was dreading calling support, because I knew they'd tell me to piss off. It was a grey-market phone. I bought it on eBay unlocked, shipped to my home in the US. I wasn't the first owner, for that reason. It came with a UK charger. They didn't even sell the phone in the US.
When I called support, they asked me for the serial #, plus a code next to the serial (turns out to be the production date.. Week/year).. and my address. Almost immediately shipped me a replacement with a box to RMA the old phone.
They didn't care how I obtained it. They didn't care that it wasn't sold in my country. They didn't care that I didn't have a receipt. They CARED because I was a customer who paid money for their product, it failed, and they wanted to make it right. It was so refreshing.
I had a similar experience with Sony back when I was younger. Although, I did purchase the PS2 legitimately.
Something went wrong with the disc reader after a year or so. Sony told me to send it in. Then they sent me a replacement PS2 to keep... and a couple weeks later I received my old PS2, with the disc reader fixed. All free of charge.
I've been loyal to Sony ever since that fantastic experience.
The vibrate function on my Ericsson T39 cell phone failed. I was dreading calling support, because I knew they'd tell me to piss off. It was a grey-market phone. I bought it on eBay unlocked, shipped to my home in the US. I wasn't the first owner, for that reason. It came with a UK charger. They didn't even sell the phone in the US.
When I called support, they asked me for the serial #, plus a code next to the serial (turns out to be the production date.. Week/year).. and my address. Almost immediately shipped me a replacement with a box to RMA the old phone.
They didn't care how I obtained it. They didn't care that it wasn't sold in my country. They didn't care that I didn't have a receipt. They CARED because I was a customer who paid money for their product, it failed, and they wanted to make it right. It was so refreshing.