Kudos to Kensington

We all like to whine and moan about poor customer service; in fact, it's our duty as members of the human race to complain. But how often do we stand up and say, proudly and with an emphatic 'harrumph', that someone has done a great job? Let me tell you: hardly ever, that's how often.

That being said, I'd like to offer the folks over at Kensington a hearty handshake and a manly pat on the back (and maybe a quick little peck on the cheek).

I have numerous Kensington products, and while most have been trouble-free and well-behaved, I recently had two instances where my products became less than, well, usable...

The first is the Contour Roller [Buy], which is a fantastic rolling laptop bag that has tons of space, numerous compartments and room for a small car, if you are so inclined to carry one. My Contour has been working out great for me, but a few weeks ago I was hurriedly closing the top-most compartment when the zipper came off. I mean, completely and unequivocally off. This was an ex-zipper. It was deceased.
Users Scott Library Application-Support Ecto Attachments K62348-15048

I'm no seamstress (the judge said no more needles; long story), so I figured I'd end up having to call Kensington and beg for an RMA, and I was fully expecting them to tell me it was my fault for being so powerful that I was able to rip through double stitched fabric with a single zipper-closing motion.

The bag is fine otherwise...it's just the one pocket on top that won't close. No huge deal, aside from the gaping maw that looks eerily like the entrance to a cave tucked into the side of a mountain. A scary cloth mountain.

The second item I have of theirs is the RDS enabled iPod transmitter for the car [Buy]. While most iPod charger/transmitters do nothing more than charge and, er, transmit from your digital player to crappy FM, this one adds another feature: it sends the currently playing tracks info to your RDS enabled car stereo so you can see the title/artist on the cars display. It's very cool, and saves me from reaching down to grab my iPod to see what a song is or who it is performing it.
K33364Us-14930

Somewhere around Christmas I noticed that the cable going into the bottom of the dock connector was becoming frayed. The plastic sheathing around the cable was coming loose and there were some bare wires exposed. Presumably this was caused by being dis/connected two or three times a day in the course of my 14-hour-each-way commute. The transmitter still worked, of course, but I began to notice distinct static when the iPod was lying in a certain position or if the cable was curled or bent the wrong way.

As with the bag, I expected them to claim normal wear and tear and to tell me to be more careful with $80 electronic cables. I figured that at worst I would throw some duct tape on the transmitter and get at least another 6 months or a year out of it.

So yesterday I decided to stop procrastinating (I had planned on quitting that nasty habit earlier, but, well...) and popped over to Kensingtons website and headed for Support.

I explained the situation in a single ticket, and waited for them to email me back and tell me to shove off. But something strange happened.

About 15 minutes after submitting my ticket, I got a nice email back from them asking me to log back into the support system and to add the serial numbers for each item to the case notes, so they could begin the return process.

I did so, and made a mental note to check back on it later in the day. Not necessary. Within half an hour of adding the serial numbers, I received this email:

Thank you for providing the requested information.

I have placed an order for the new devices [Contour Roller (62348) and RDS FM Transmitter/Car Charger for iPod (33364)]; they will be shipped with in 10 to 15 days.

Note: Please mark defective on the old products & dispose of them when you receive the replacement products; there is no need to send them back to Kensington.

If you need further assistance, please reply to this message and we will be happy to assist you further.

Wait. Hang on a second. First, you have the audacity to not blame the problem on me or ask me to call in and troubleshoot the issues (Are you sure the wires are bare? Are you sure the zipper is gone?)? Then you take things a step further by politely asking me to send in the product serial numbers so you can replace the items?

Ok, that's bad enough, but then to have the overwhelming gaul to write back and tell me that you are sending brand new product out to me, and that instead of sending the broken stuff back to you that you simply want me to dispose of it?

I am SHOCKED. How am I supposed to take this? I'm not used to a large company acting this way. Heck, I sent an email to Motorola support over a month ago (and have made 3 subsequent follow-up requests) and haven't even had an automated response sent back. Oh and their phone lines are evidently used as soothing white noise for their support staff, because they sure as heck never answer them.

For Kensington to act in such a manner is a slap in the face to big companies. How are they going to continue their penchant for such low standards when there is someone like Kensington out there, answering emails in a timely fashion AND taking care of customers with giving them a hassle?

Ok Kensington, I'm going to let it slide this time. I'll accept your gracious offer to receive new products, and I will use them and brag to everyone who asks about what a great company you guys are. But I won't write a glowing post and post it on the internet.

That's where I draw the line.

Visit Kensington

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  • DOnny
    So you get to keep the broken stuff too? Does it still work?
    :shock:
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