Musica
Unexpected Outstanding Customer Service

I bought Yurbuds earphones from Musica. Unfortunately it was defective. In terms of the warranty the product had to be returned to the supplier in the US, which I did. Although they replaced it, I had to pay import duties, which I was not prepared to do.

I complained to the supplier but CC'd Musica Customer Care. I did not expect Musica to respond as I did not return the defective product to them. I only cc'd them to inform them to warn their customers not to rely on the warranty provided by Yurbuds.

To my surprise, Cindy from Musica Customer Care got hold of me. (After many tries as I have been too busy to return her calls). I informed her that I do not hold them responsible at all. She still went out of her way to look into possible solutions.

To my great surprise, Cindy called me today and informed me that I can collect new earphones from my closest store!! Not long after this call, Noel from the Gateway Musica phoned me to inform me that he has my new earphones ready for collection!!

I have never experienced customer service like this!! Absolutely outstanding Cindy, you guys have set the standard for service and resolving a customer's problem.

Thank you

Theunis Ehlers

Company: Musica
Country: South Africa
City: Customer Service and Gat

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