A few weeks back, I bought a pair of wireless Bluetooth headphones from J&R because they were on an after-Christmas sale. I read the reviews on Newegg, which said that the plastic that the band was made from was flimsy and cracked in the back after light use. “Pshaw!” I thought. “It couldn’t be that bad!” Entranced by the clearance price, I convinced myself that the people who were complaining about the headphones breaking must have been playing rugby while wearing them, and happily submitted my order.

They were very nice headphones. Then about two weeks after I got them, a crack started to develop in the headband… precisely where the rugby players had said it would! A week or so after that and my gargantuan head won the war against the plastic and they snapped enough that the wire inside of the headband broke, rendering them useless. To add insult to injury, just after I bought the original pair, Logitech released a new model that were basically the same but had a headband made of spring steel.

I called Logitech to get an RMA, and asked for them to refund my money so I could put it towards the new model. I explained I didn’t want another pair of the old model, because I felt they were clearly defective. To my surprise, the customer support rep said that they were replacing the old model with the new model free of charge. I just received my new FreePulse headphones tonight, and they’re even better than the ones I had before. (And I paid much less for them!)

It’s never good when a company creates a defective product, but Logitech has accepted the fact and acted honorably towards their customers. In this day of minimal customer support, it was a pleasant surprise. Kudos to them.