Doxie's Fanatical Support

Sunday, June 21, 2015

I work for Rackspace, home of Fanatical Support. What is Fanatical Support? Fanatical Support is multifaceted, but one part of it is going above and beyond the call of duty for the customer.

Few companies provide true Fanatical Support. Doxie is one of the companies that does.

Back in November 2012, I needed a portable scanner. After some research, I purchased a Doxie Go.

The little Doxie Go has scanned countless documents, IDs, letters, and pictures. It has never let me down.

Fast forward two and a half years to the present. I am using dd to securely erase the internal flash storage on my Doxie Go (this thing has scanned a lot of sensitive data), and, in the process, I brick the scanner.

Bummed out, I email Doxie’s customer support to see if they can help me.

Sure enough, Doxie said “no problem”, mentioned that corruption of the internal storage can sometimes happen, and they shipped me a brand new Doxie Go without question.

This is not the first time I have written about Doxie’s awesome customer support.

I very quickly received the delivery email that my new Doxie Go had arrived, but it was no where to be found. It was mistakenly sent to an old address of mine. I let Doxie know. They owned up to the simple clerical mistake and shipped me another new Doxie Go and a case to go with it as an apology for the mix up.

If that isn’t Fanatical Support, I don’t know what is.

Keep doing what you’re doing Doxie, because you’re doing it right.

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