Follow Up - Toshiba Can Teach Dell

In my previous post "Toshiba Can Teach Dell How To Do It", I reviewed the process Toshiba was using to handle battery recalls.

As it turned out, the replacement battery was at my doorstep in less than 24 hours after I completed the transaction at their website.  Returning the old battery was as simple as putting it in the box, slapping on a couple of labels, and dropping it at a UPS store.

Again, this was an amazing customer experience, and especially impressive for a first time customer.

What did Toshiba do well?

1. They identified a potential problem and took action before the problem actualized.
2. They created a customer friendly solution that would satisfy their need to identify and replace only specific batteries.
3. They made their process simple and painless for the customer.
4. They delivered...in fact, they over delivered.
5. They built confidence and strengthened the relationship with their customers.

What could they have done better?

1. I can't think of a thing.  In my opinion, they pulled it off perfectly.

Way to go Toshiba!  Thanks for thinking of me!