I had a bedside lamp. It broke. It was one of those touch-sensitive ones. It was one of a pair. It was also a wedding present. I’m talking in the past tense because I no longer have the lamp. And this is why…
Several months ago the bulb went in the lamp on my bedside table. After a few weeks I finally got around to replacing the bulb. Unfortunately the lamp was no longer touch-sensitive. It was BRIGHT and only tuned off if it was unplugged. Not ideal. In fact it is getting increasingly more difficult to hang out of the bed, get my arm behind the bedside cabinet and switch it off at the wall!
So today I took a chance and took it back to John Lewis where is came from 4 years ago. I explained the situation and they went out of their way to sort it out for me. Even though the lamp is 3 years out of warranty. Even though the lamp has been discontinued. Even though I had no receipt or proof of payment.
The end result is that they tracked down the last remaining lamp of its kind in the country (by phoning every store that might have some stock left) and it is being send by courier tomorrow, free of charge, in exchange for the broken one. They also made sure that I took home the bulb that had been in the broken lamp.
How impressed am I? Very. Now thats what you call customer service.
[I also experienced excellent customer service at another store, Bravissimo, but am still a little too traumatised by the end result to say much more about it!]