great service #5

I’ve saved the best ’til last. Remember the days before mp3s?… how about CDs? yes, who had a great collection of vinyl? Who’s still got one? Well, I don’t. I got rid of most of my collection long ago, but there are a few faves hanging around in the cupboard and one day I plan to ‘format shift’.

In fact I tried to do this years ago and bought a Griffin iMic, a little USB dongle that didn’t cost the earth, but sadly failed to deliver – well that was back in 2002. At the time I did a bit of to-ing and fro-ing with Griffin’s tech support, but no matter how I tried with software and settings, I just couldn’t get it to work properly.

Fast forward to last month, when I once again considered tossing out my last records and the trusty old player. I thought I’d give the iMic one more go – sadly, the same problems, however this time I was pretty sure that it wasn’t software, so once again I struck up correspondence with Griffin to see if I could finally diagnose the problem. Prompt responses quickly agreed that it sounded like hardware. Amazingly, I dredged out an old email from 2002 in which Griffin said that it most likely sounded like software. I also tried my luck by asking for a discount on a replacement unit.

The reply I received completely astonished me. Griffin took responsibility for the original misdiagnosis (which was within warranty) and gave me instructions for making a replacement claim. A mere 7 years out of warranty! Now, finally, I’m converting my favourite disks to digital format and I can’t thank the folk at Griffin enough.

So, that’s what I call service. I’ll definitely support Griffin in the future and I hope they get some business out of this endorsement, because they certainly deserve it.