The day I left New York to fly back to Israel I bought, on an impulse, a CardScan business card scanner at Best Buy. I’d received all these cards from colleagues at the IORG conference, and the thought of typing all the details into my computer was depressing…
Anyway, I got home, installed the software, and the scanner wouldn’t work right. Yikes! I mean, I build electronic gear, so I know this can happen… but I was thousands of miles from the nearest Best Buy. I’d just transported a paperweight halfway across the planet!
So I called CardScan’s tech support number, and a nice gentleman there took me patiently through some troubleshooting and concluded that the hardware was at fault. The guy told me he’d get someone in touch about a replacement and I went to sleep. Next day I get an email from a Mr. John Phillips in Canada, who is with OptiProc, a CardScan reseller. He told me to send him a scan of my receipt, my address, a description of the fault, and so on; and he’ll ship me a replacement as soon as I did. Not after considering my reply, mind you; nor after I send back the unit. Immediately when he gets my address. And he did; in fact he FedEx’d the new unit, for added speed. Only when this tested OK – which it did – was I to post the old unit back to Canada.
Good customer support is a key part of the user experience, and this is as good as it gets – so, kudos to CardScan, to OptiProc, and to John!
The scanner, by the way, turned out to be a cute little gadget – you place a card in its input end and seconds later it’s scanned, OCR’d and parsed into your contacts database. A truly useful device if you venture often outside your cubicle and actually meet other people!