So a few weeks ago I wrote this great story about Jawbone going the extra mile and replacing my Jawbone UP which I have broken myself by taking it for a swim. Less than two months later I have an exact same thing happening to me. Here’s what happened, this time with Mophie.

I broke it …

They fixed it!

Stop bitching/whining:

Now here’s the point I want to make. Have a close look at what and how I talked about my broken products.

Jawbone:

@HansDeLeenheer DM us with your email address, we’ll get in touch to help!

— JawboneSupport (@JawboneSupport) January 15, 2014

Have you seen how I did NOT put the blame on Jawbone because they didn’t make it waterproof? No, because in fact it is very well listed on their FAQ (frequently asked questions).

Mophie:

This time the product isn’t even broken! It’s just wearing off as I am a heavy user of the device. Mounting and unmounting the bottom of the Mophie in fact for the use of that Jawbone, always in my pants so gets hit quite a lot, … and yet again I didn’t blame Mophie but very clearly myself!

• @hansdeleenheer: My @mophie is slowly breaking down on me. Nothing lasts in my hands. Probably time to upgrade again.
• @mophie: That poor thing … visit us over at mophie/com/TS for warranty. We’ll see if we can help.
• @hansdeleenheer: Thx @mophie I might do that although I cannot blame you for it. I consider it like driving 50.000 miles a year. The car is not abused but will age faster.

Well, you’ve seen the result in the picture above. I just received a new Mophie, again shipped directly from the US, no costs or strings attached. Even more: the old one still works and they don’t need it back! These were both examples of stories of which I am not quite sure they would have gone the same way if I was bitching about their poor quality of products. 

For companies listening:

In this line of events it’s definitely worth listening to Scott Stratton in his “UNpodcast episode 21” where he has a similar example with Beats by Dre headphones. His experience was even more effortless than mine. Here are two quotes from this episode you want to remember:

Never tell your customers they are in the wrong line!

To be amazing in business you only have to be mediocre because everybody else sucks!