Brookstone

Rich Tehrani : Communications and Technology Blog - Tehrani.com
Rich Tehrani
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Brookstone

About six months or so ago I purchased an iGo mobile travel adapter from Brookstone in the JFK Airport in New York. The device proved extremely handy allowing me to plug into airline power adapters as well as AC outlets. Then on Friday of last week my adapter stopped working. The blue light which used to be solid on the adapter started to flash. I realized the tip was the culprit because as soon as I removed the tip, the light stopped flashing.
 
Apparently my situation was a known problem According to my MIS department. Since I was traveling on the following Monday I didn’t have time to wait for a new tip to be sent to me via the mail so I decided to go to the mall this past weekend and see if I could purchase a new tip.
 
No such luck. The mall I went to had all the electronics stores you could think of from Brookstone to Sharper Image but none of the stores carried any iGo products.
 
So there I was – stuck. I had now way to power my laptop on my flight today.
 
As I walked through the airport today at JFK once again I happened to find another Brookstone store in a different terminal.
 
I explained my situation to the person behind the counter and she explained that they don’t sell tips for laptops. I could purchase a new iGo adapter for $120 if I like.
 
I asked if I could return the old one and she said they no longer carry it and their new return policy would not allow it.
 
So basically it looked like there was no way for me to power my laptop for the week – unless I opted for a new adapter.
 
Then the woman asked which tip number had the problem. I told her #6. She reached into her magic iGo bag behind the counter and handed me the tip I needed. I gave her mine. She said she would send it back.
 
Now in case you don’t know me, I believe I have some sort of power obsession. I like to have all of my devices fully charged at all times and just hate to run out of battery. This power situation while perhaps a small problem to others was a big problem for me.
 
It is obvious that the person behind the counter at Brookstone saw my frustration and decided to help a customer out. She went above and beyond and I appreciate her actions and that of Brookstone corporate. Great job Brookstone. If only every company had employees like yours.


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