Now that's customer service

Earlier this year, my wife bought a purse from Franklin Covey and has enjoyed it a lot. Recently some sharp metal supports had come loose and were a threat to cut her hand if she tried to retrieve something from one area of the purse. Bummed out about it, she called the customer service line expecting a long drawn out process.

After describing the problem, the rep said "That sounds like a defect--we'll send you a new purse by the end of the week. We'll provide a mailing label with it, so please just return the old purse in the same box." No muss, no fuss. And one happy wife.

I don't highlight when things go right nearly enough, so a big thank you to Franklin Covey.