About nine months ago, I bought a headlamp from L.L.Bean. After a few months of use, it broke. The little clips that hold the lamp onto the strap just broke off. Despite the broken nature, I could still use it with a little fiddling. I always told myself: Hey, L.L.Bean stands behind the stuff they sell, I should get them to send me a new one.
So, in anticipation of wanting to bring it on our forthcoming trip across the Atlantic, I called up L.L.Bean.
(Ring, Ring) “Thank you for calling L.L.Bean, this is Verne, how can I help you?”
This always catches me off guard. I’m used to calling companies and getting a computer routing me to the “right” department. Every time I call L.L.Bean, no matter what time of day, I someone picks up the phone.
I explain my situation with the headlamp, and Verne apologizes that it broke and offers to send me a new one. That’s right, he apologized. Maybe if L.L.Bean had made the headlamp, an apology would seem well-placed. It’s not his fault. It’s not even L.L.Bean’s fault. Still, he’s taking …
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