British readers may recall a series of very catchy TV adverts from the 1980′s promoting Scotch video tapes – which featured a dancing skeleton in a “home of the future” still using the same VHS tape he had when he was alive.
A very optimistic view that VHS tapes would be around forever – long shown to be false by the advent of DVD’s and now hard drive recorders and even internet streaming of video content. But who knew that at the time?
The core selling point for Scotch tapes was that they were so convinced of their quality, that they would offer the infamous “lifetime guarantee” and would replace any tape which wears out free of charge.
Anyhow, I remembered the video a few months ago – and just last night remembered again, so sent a short email to 3M, the company which made the Scotch video tapes asking, in this era of DVD’s etc what would happen if someone actually did sent in a tape for a free replacement.
To their credit – not only did I get a reply within just a few hours, which is a subtle dig to the (too many) companies who claim that emails take days to reply to, but they actually have a procedure already in place to deal with this situation.
While Scotch itself ceased to sell VHS tapes over 10 years ago – the company will still honour that ages old guarantee and if you past an old tape to them, they will send you a free BASF tape as a replacement.
Now, that is what I call good customer care – not only a speedy reply, but in an age when the VHS tape is almost extinct, the company still holds true to a promise made over 20 years ago.
For nostalgia – here is a copy of one of those famous TV commercials thanks to the ubiquitous YouTube and TVArk.