In this followup to episode DC82a, Tim describes the conclusion of his interaction with Logitech Customer Support. Unlike the MINI/BMW car maker attitude towards service after a sale, Logitech proves itself exceptionally good at listening to a complaint about a defective product and fixing it quickly without hassle.

If only more companies took their customer experience after the sale as seriously as Logitech does! Service after the sale is as important as the product design itself. Indeed, it IS part of the product design. Only arrogant, “take the money and run” companies, such as MINI, fail to understand this. Long-term brand loyalty is usually increased by responsive customer support.

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