The pulse of Alexander Interactive

At Ai we offer a warranty on every site and web system we build. A common gripe with purveyors of websites is that companies do not stand behind their work. Since Ai was formed, we have worked hard to overcome this characterization, not only contractually warrantying our product, but going above and beyond in our website delivery to launch sites and programs that function as specified. Most of our clients trust us to be caretakers of their primary revenue source–their websites–and we take this responsibility seriously.
A business offers a warranty for many customer-serving but also self-serving reasons. We find most of our new business through referrals from existing, satisfied clients. We love when our clients sing our praises and share the successes of our relationship with others.
I wanted to share an incredible customer service experience with New York-based Metrokane, the manufacturer of the popular Rabbit Corkscrew. Last year I received a Rabbit as a holiday gift and it has been an almost daily workhorse for over 12 months.
The Rabbit recently began to stick and was difficult to operate. Loving the product so much, my first inclination was to pop up on Amazon, find it, and purchase another one, which I did. Only after the replacement arrived (2-day shipping with Amazon Prime) did I notice the hard-to-believe warranty plastered right on the box:

If your Rabit Corkscrew fails in normal use within 10 years, return it with proof of purchase and $10.00 for shipping and handling.

Lacking the original proof of purchase for my broken Rabbit, I still decided to test it out. I called Metrokane, and the customer service rep not only offered to replace the malfunctioning Rabbit without the original proof of purchase (“You see, sir, we haven’t been around for 10 years yet, so we know you purchased this within our warranty period”), she was so intent on saving me the $10 S&H fee that she suggested I just drop into their office in midtown Manhattan to pick up a replacement. A few hours later (with the gracious help of Leslie and Robert @ Ai), I was the happy recipient of a brand new Rabbit Corkscrew.
What impresses me most about this experience is not only that this company stands behind its products or services; we all have to do that. But the grace and ease with which they allowed me to replace my faulty device and offered to save me the $10 replacement fee has turned me from a loyal product user into a proselytizer. Everyone wins. Thank you Metrokane.