Almost 5 years ago I purchased my first set of Pure Sound headphones. It was a few hours before my flight to Japan when I walked in to an airport tech shop to purchase a set of earbuds for the long flight. After trying a few of the sample sets on I had decided to purchase a set of the Pur-1000 HDs. They are great earbuds and I used them almost everyday for 4 years straight.
A year ago, my Pur-1000 HDs broke. After 4 dutiful years I felt it was appropriate to let the headphones rest. But, I needed earbuds. The Pur-1000 HDs were so great that I thought perhaps I should purchase another set. After tracking down that Empire Brands Inc. owns the Pure sound earbud line I visited their site. Rather than purchasing a new pair I learned that all Pure sound earbuds have a lifetime warranty. I sent an e-mail inquiry via the contact form and didn’t expect an answer for at least a week. Surprisingly enough I received a response within 4-6 hours from “Karen”. She informed that if I sent my broken headphones to Empire Brands Inc. along with a check for the shipping costs they would gladly replace my broken earbuds - and so I did. A week later I received a package from Empire Brands Inc. and was surprised by the promptness. When I opened up the package I was even more surprised - it was a brand new, in the box, pair of Pur-1000 HD earbuds. My earbuds, they were back and they were better!
Today, I had the misfortune of losing one of the silicone earbud covers for my Pur-1000HD earbuds. Again, I was without my Pur earbuds. I e-mailed Empire Brands Inc. again and to my surprise I once again within 4-6 hours received a response from “Karen”. She instructed me to call the office and that they would be able to arrange for replacements sent to me. I called in the mid afternoon. A young lady picked up the phone and I explained to her that I was calling about replacement silicone earbud covers for the Pur-1000 HDs. Her response was, “Oh, yeah. This is Christian right?” There wasn’t even a hint of hesitation, it was Karen. After a few minutes of talking on the phone I had confirmed an order for 3 replacement sets of silicone earbud covers - I’m not going to be caught without my earbuds again.
After this past experience, Empire Brands Inc. has retained me as a customer for life because of three key factors.
- Quality Product - Empire Brands Inc developed a great product.
- Quality & Service Agreement - By providing a great product Empire Brands Inc. is able to stand behind their products and provide a great “quality and service” agreement - a lifetime warranty.
- Communication - The communications experience was impecable and consistent. Also it’s worth pointing out that Karen isn’t just a customer service rep, but rather the Operations Manager for Empire Brands Inc.
By executing on those three factors, Empire Brands Inc. without any advertising has secured me as a customer for life. Great job Empire Brands Inc.