I don’t normally consider myself to be a pain-in-the-ass customer, but over the past week I’ve been one to RadTech and they’ve gone out of their way to be more than accommodating. I can’t let this great experience go unblogged.
So, here’s the deal: I recently ordered a new MacBook Pro for personal use and wanted to deck it out with a few accessories. Most importantly I knew I was going to have to do something about the super glossy screen; videos and photographs look amazing on it, but it’s not ideal for writing code. I ordered a couple of things from various shops through Amazon, and then ordered RadTech’s ClearCal anti-glare screen protector. I researched all of the available anti-glare options and ultimately decided on the RadTech product because it’s the cheapest and I think they’re onto something with not making the film the size of the screen plus bezel – it’s a little forgiving if you don’t get it stuck on perfectly straight.
The product was on backorder for just a couple of days, and in that time I changed and added to my order twice before it shipped. Both times I just sent an email reply to my order confirmation and got a quick response from someone on their end with a new total. Once the product was in stock, I received it very quickly and it came well packaged. There was some miscommunication about one of the items I added (which I accept partial blame for because I didn’t provide the product number, just a description), so when my box of goodies arrived one of the items wasn’t what I wanted. I emailed RadTech again and they quickly resolved the issue by immediately shipping me the correct product – free of charge.
I waited until I had plenty of time and patience before even attempting to install the ClearCal and was delighted when I got it on straight (more-or-less), and without air bubbles or trapped dust particles. I wasn’t disappointed with the product at all until I turned on my computer and noticed slight rainbow sheen when looking through the anti-glare film at light colored backgrounds. It’s not that noticeable, but the more I saw it, the more it bugged me. The film also slightly distorts the super crisp text that I was seeing before installing it. Bummer. I thought I’d try to live with it, but then ended up surfing the web on a friend’s glossy MBP and realized how much better it looks. I used some strong tape and peeled it off last night and am trying to decide whether to live with the glare or drop $200 for the TechRestore “MatteBook” conversion which actually removes the glass and replaces the glossy LCD with a practically identical non-glossy version.
The return policy on RadTech.com clearly states that protective films can only be exchanged for the same product, and only if they’re defective. This makes perfect sense to me. It’s not like I can send it back and they can ship it off to someone else even though it says it can be washed and reapplied several times. Figuring I was out $20 and had nothing to lose, I shot a message to RadTech on Twitter to ask if they might make an exception to their return policy. Today I received a public reply saying they were looking into it and then a direct message asking if I preferred my money back or a store credit. Wow! I responded that I’d gladly accept a store credit since there are plenty of little things there I’ve thought of ordering. They wrote back and told me to create a $20 order (give or take a couple of bucks) and they’d ship it to me for free.
This is one of the best customer experiences I’ve ever had, especially with an online shop. It’s like Zappos for Mac stuff
I want to note that the ClearCal film is not a bad product, and while I don’t have first hand experience with the other products (by Power Support and Moshi), I suspect they’d have the same “flaw.” I’ve actually read a review of the Power Support film and it describes the same rainbow effect that I saw, especially when looking at the stark white Google homepage. For some applications, the slight distortion wouldn’t matter, but I couldn’t live with it.