Improvement to the Propeller BOE Lifetime Warranty
Ken Gracey
Posts: 7,415
Hey all,
Just a quick note about a favorable change of policy to our Propeller BOE Lifetime Warranty.
When I initially announced the LIFETIME WARRANTY, it became slightly conditioned after legal review:
Effective today, this ambiguity is being removed. We don't want our tech or sales teams to determine whether or not the damage was "from them" or really a result of our workmanship. In practicality we warranty the Propeller BOE boards no matter what the customer may have done to it. Send your Propeller BOE to space, under the sea, or into the most dangerous classroom. We've got your back!
The new warranty now reads:
Try not to wreck it, but if you do we will warranty it. We don't say that clearly, but we'll replace it or repair it for you.
This product is made in the USA to tight tolerances by a really good team and we stand behind it and our customers who send us their money. We will have abusers but they won't determine our company policies – we'll just factor them into our business practices. Let the more ambiguous "lifetime warranties" be left to companies who want to debate the exact language around a conference room table. That's not us. We're going to give you what we'd want as a customer.
This pilot program is something we hope to expand widely upon continued success - maybe even the ELEV-8. . . .
Sincerely,
Ken Gracey
Just a quick note about a favorable change of policy to our Propeller BOE Lifetime Warranty.
When I initially announced the LIFETIME WARRANTY, it became slightly conditioned after legal review:
The Propeller BOE is designed and manufactured in Rocklin, California using precision equipment and quality component sources. Parallax provides a Lifetime Warranty. The warranty is on workmanship and craftsmanship of the Propeller BOE only, excluding electronic damage from customer wiring mistakes, for as long as Parallax manufactures this product. (We offer a $50 replacement policy for unintentional damage caused by customer wiring error).
The new warranty now reads:
The Propeller BOE is designed and manufactured in Rocklin, California using precision equipment, a skilled and caring team with the highest quality components. To back our commitment to this high-quality product, Parallax provides a Lifetime Warranty on your Propeller BOE for as long as we manufacture the product.
Try not to wreck it, but if you do we will warranty it. We don't say that clearly, but we'll replace it or repair it for you.
This product is made in the USA to tight tolerances by a really good team and we stand behind it and our customers who send us their money. We will have abusers but they won't determine our company policies – we'll just factor them into our business practices. Let the more ambiguous "lifetime warranties" be left to companies who want to debate the exact language around a conference room table. That's not us. We're going to give you what we'd want as a customer.
This pilot program is something we hope to expand widely upon continued success - maybe even the ELEV-8. . . .
Sincerely,
Ken Gracey
Comments
What a great company!!
Thanks Ken!
Jim
Thanks Jim. Truthfully we're not trying to win a popularity contest. Parallax is about to set forth a number of changes in our business design and some of them will trickle out (like this little warranty item) but others will be far more apparent in that they show real changes in our approach. These will include the role of our new web site to communicate what we offer and the projects that we build with our parts, the expansion of our American manufacturing, and the focus of Parallax Semiconductor on commercial customers, etc.
Back in college, I mailed my Mom a birthday package. Inside was a cupcake with a candle, and a loaded mousetrap holding a match. When she opened the box flap, the mousetrap triggered, lit the match, and then lit the candle. It worked perfectly.
I fiendishly flashed back to this memory after reading Ken's line "we warranty the Propeller BOE boards no matter what the customer may have done to it". Wouldn't it be a hoot to mail Parallax a rigged package containing a perfectly good PropBoe, rigged to send 90 VDC to release the magic smoke just as the poor Parallax employee opens the package? I mean, THEY damaged it...
If only I could use my mind for GOOD.
Your first post is classy. Don't sell yourself short, you are a great company and it shows in how you treat your customers and what you think of your products. Just accept the fact and believe it.
Your second post is exciting and intriguing. A tease, but we understand and will wait with eager anticipation!!
Considering the way I fly you might want to put alot of thought into this one!
-- Gordon
-browz
Competitors? Is there competitors?
Listen, cat... Some benefits are not to be exploited. Do you ever try to return half-eaten shrimp to Costco? Do you ever try to return your tortured wildlife back to its creator? You've got an awful lot of power around here but I still refuse to let you set the overall tone for some reason. And this policy applies mostly to humans anyway. If we endorse the warranty for nine lives then we'll be taking these boards back two centuries from now.
Or should that be: You guys Rocklin!
(sorry couldn't resist :-)
===Jac
That was the best! I'm still laughing!!!
We love ya' Browz.
Now that is an awesome warranty.
Does the Stamp BOE have a similar warranty? I was pumping too much current through a transistor without a heatsink and it started to melt the breadboard prototyping area (oooppppsss). I am not serious about the warranty coverage of this mistake, but I am serious about the "oooppppsss".
Bruce
I'll just add this to the list of reasons why I use Parallax products. You guys really go the distance to take care of the customer!
Can I come work for you? I'd really love to be a part of your team and I'd be proud to be employed by Parallax!
Paul
You know the corner bookstore that carries Nuts and Volts magazine... the one that offers free discount cards?
Every time I accept one of those cards, that store goes out of business. Never fails. And I always feel like it is my fault.
Think of the misery and loss caused by that one little card.
I would expect something like this from Chip... but Ken?
You guys are lucky my name isn't Gracey.
The thought that if you don't run the PBOE over with your car! But, make a mistake learning and inadvertently damage it Parallax has your back, is reassuring and encouraging. I see Parallax as a leader, and you always find a way to impress me.
BTW, Ken, Browser wants to know if it's safe to come out now:
-Phil
You've set the bar pretty darn high for us other Propeller resellers! Nicely done Ken! Guess it's time to see if I can get some of those for stock!
Jeff