I had just poured a bowl of cereal this morning when my cell phone rang. It was Patrick Kilroy, Shure's VP of Global Marketing. He said he wanted to solve my problem I posted about yesterday and introduced me to Scott Sullivan, Shure's Senior Director Product Development, Personal Audio Products on the conference call. Pat explained to me that he had only been at Shure for two weeks and Scott had a lot more experience to solve my problem.
Scott then walked me through the steps he was planning on taking to solve my problem. An hour later I recieved this email from Scott:
"As we discussed this morning on the phone I am sending you my contact and shipping information. I have included our federal express number please use this when shipping this package to me and state on the federal express paperwork to bill recipient. I will be contacting you as soon as we receive your product back. The next steps for us are to quickly review over your previous and your latest returned earphones and determine what was the root cause of the problems, and then get back you with the best solution that meets your needs. If you need anything or have any other issue please don't hesitate to contact me.
Thanks for your patience in this matter and I look forwarding to talking with you soon."
Pat and Scott's timely interaction and "let's solve the problem" attitude is inspirational and something we can all learn from.
Thanks, Pat and Scott. You are stars!
I am now a life long customer!
Cool!
Scott is an old client of mine; I sent him your post yesterday.
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