Kryptonite - Kick Butt Customer Service

I like to write about the various customer experiences I have, because at the end of the day, it's their experience with your company that really matters. In the past, I've written about my varied experiences with everyone from the New York Times Home Delivery, Apple, Tennis Warehouse and Comcast.

Today, I want to tell you about a most amazing customer experience with a company who completely stands by their products for what seems like a lifetime.

I love living in Sarasota, Florida because of the lifestyle and the weather. One of the great things about the area is the opportunity to take some long bike rides. I do this often and typically ride anywhere from 15-30 miles on a ride. Prior to moving to Florida in 2001, I had purchased a U-Lock in Boston from a Boston area manufacturer named Kryptonite (437 Turnpike Street, Canton, MA 02021 - (781) 828-6655 - www.kryptonitelock.com.

A few months ago and almost 10 years after I bought it, the lock suddenly stopped working. I just couldn't turn the key any longer, so it wouldn't open. I decided to test the company and really had very low expectations that I would be able to exchange the old lock for a new one.

When I visited the company's website, I found that they had a service whereby customers, if they had previously registered their keys, could order a replacement set for a fee.

I decided to simply contact customer support and tell them what happened to see what their response would be. Through their Contact Us page, I detailed what had happened and asked what they would recommend.

To my surprise, the company emailed me back to tell me that if I sent them the old lock and keys, they would replace everything at no charge. Remember, that this was a 10 year old lock and a model that they no longer even produced!

This week I received the lock (pictured above) and just wanted to tell everyone about my excellent experience. Kryptonite Locks Rocks!

Let me know of a great customer experience you've had recently by commenting below: