Anelace, Inc. - A glowing review
Anelace, Inc. makes those lovely binary LED clocks and distributes them to resellers. I got one of their "Crystal Blue" clocks under the Discovery Channel Store name five or six years ago as a birthday present, and recently one of the LEDs failed. Since they're surface-mount LEDs, I was having difficulty figuring out which of the hundreds of items on the dozens of pages in the DigiKey catalog to order, so I quickly found the manufacturer (Anelace) through Google and fired off an email hoping for information about the LED specs. I sent this email at 9:33 this morning.
At 11:59, I received a reply from "Lyle" saying that it was unusual for two LEDs to fail in this fashion, and he wanted to mail me a new clock, and have me send back the mainboard from the old one so they could test it.
Even after I explained that only one of the LEDs had actually failed, and I had clumsily crushed the other with a too-large caliper, he still wants to send me a new clock.
I find this amazing for a number of reasons:
- Very prompt reply. I'm used to waiting days for customer service to get back to me. Under two and a half hours is phenomenal.
- Personal reply. This guy actually read my email and responded to it, rather than simply sending back a form letter.
- Interest in the problem. Rather than just sending me a new one to shut me up, they want to know what went wrong. As Lyle put it, "I'd like to see if there is anything we can learn to improve our design/quality/reliability."
- This one's the biggie. They want me to take it apart. In a world of epoxy-sealed cases and more security screws than anyone can keep track of, he was even willing to send me instructions on how to pull out the circuit board.