I am usually not one to go out of my way to promote a company's customer service (probably because great experiences are so rare), but I was very pleasantly surprised with a recent experience with Rode Microphones.
I work with college students who have the remarkable ability to lose anything and everything that holds together the production equipment they are using. I recently had a student return a Rode blimp with multiple screws and fasteners gone, rendering the blimp unusable. As is usually the case, it was not something I could run to the local hardware store to find a replacement to. After numerous web searches for replacement parts, I found the Rode website and hoped they sold spare parts. Finding nothing, I sent an email to their "info" address hoping to eventually get a response.
Within minutes I received a link to a parts list with an exploded view picture of the blimp with a message to just let them know which part I needed and they would send it out. I quickly responded with the part numbers and waited.
I kept waiting for a shopping cart link or a price list and a long shipping wait to get the items from Australia. Instead, I was shocked when I received a package in the mail less than a week later with the exact parts I requested. No invoice, no charge, no questions. In today's marketplace, this is unheard of customer service. Maybe its just the way the Australians do business. If so, I want to buy more from them.
Although I have purchased multiple Rode products in the past, from now on, their products will be the first I consider when I need any audio item.
Director Digital Media Production
JP Catholic University
San Diego, CA
Thanks for posting this. Its really nice to hear stories such as these when it comes to equipment and companies' customer service. I will definitely be thinking about what you wrote when I am looking into new microphones.
I am also in support of Rode microphones. Their sturdy design and great sound quality have always impressed.