I'd like to tell you all about a recent experience I had with Line 6 support, and Frank Richotte in particular.
A little while ago I went to the first unofficial Boston area Helix meetup, and the left 1/4" output on my Helix showed up dead, where it had been working shortly before. Other folks there helped me out, since I hadn't brought gig-level spare everything, but I still had a problem. Frank was there, pretty cool of him we all thought, and afterwards, I got in touch with him about my situation.
What happened from there was probably the single best customer support experience I've ever had. Here's what Frank and Line 6 did:
- Overnighted me a loaner
- Sent an overnight UPS label to send my Helix back
- Serviced it in roughly one day
- Overnighted it back to me
- Sent an overnight UPS label to return the loaner
How's that, huh? Pretty remarkable.
I don't think we should expect that level of service all the time for everything, but Frank did say it was OK to talk about how that all went down. Even if I didn't like my Helix, which I do, a lot, that experience alone would be a huge plus in its favor.
Great stuff. Thanks again to Frank, and to Will in Support, I'm super grateful, and super impressed.