I have an old Companion 3 multi-media system hooked up in my home office. I bought it about 8-ish years years ago when I was working from home so that I could plug my portable CD player in it and have some tunes while working. I've replaced the CD player with an iPod dock, but up until tonight the system worked great and had some pretty decent sound for a small room.

When I tried to use it tonight I found that the pod that turns the unit on and controls the sound wasn't working. Without the control pod the speakers are useless. I went on the Bose website to look into ordering a new pod but couldn't find the part. So I called them, not expecting anyone to be there, but just looking for their hours so that I could call back tomorrow. To my surprise, I got a real Customer Service Rep who could transfer me to a real Service Tech. This was at 9:15PM EST!!!

After a bit of trouble shooting, the tech thought that the problem is bigger than just replacing the pod. He suggested that I send it in for repair but since the unit is so old I would have to pay the flat rate for the repair. Before I could say, "no thanks, it's 8 years old, I'll just replace it", he told me that the cost, including tax and shipping, would be $114. They would completely recondition all of the parts, replace anything that needs to be replaced and return it to me like new with a full one year warranty.

Seriously? I asked. Yes, he replied.

The retail cost to replace this unit with the comparable new version is $289, plus tax. Instead, I can get my unit totally repaired with a full warranty for only $101, plus tax. It seems like a good deal to me!

I have to say that so far I'm very impressed with the service that I received tonight. My brother has a similarly good Bose story to tell with regards to an old home theatre that he had. I still have to send the unit in and deal with the repair, but so far I'm liking their service model.

To bad they are overpriced crappy speakers. With this kind of service and a good product, Bose could rule the world!