Bests & Worsts Reviews from Amazon

I confess, I wanted a bedjet, but seeing the cost, I was a little bit overwhelmed (yes, I can be a bit cheap), so I went to their website, and they had a "Scratch & Dent" sale on units that had minor cosmetic flaws or were refurbished returned units, so I opted to go after the cost savings and purchased a "Scratch & Dent" unit. I LOVED it, I tend to get overheated when I sleep, and the cooling provided by the bedjet is phenomenal! Last night, it got a little bit cooler here in North Texas, and I turned on the heat, but alas, the head didn't work... there is a switch between high and low, so I flicked it onto high, and still it didn't work <sigh> so, you may be asking, if the heat didn't work, why the heck did you rate it with 5 stars? Well.... all products may have issues, but how a company deals with the issues, and the customer service they provide tells you more about the quality of a product than a unit that falls outside the 6-sigma of quality control. I called and left a voicemail this morning, and followed up with an email, and I got a call this afternoon, not from a CSR rep, not from a CSR Manager, not even from a VP of some sort... I got a phone call from the owner of the company himself... when I said that I was shocked he took the time to do it himself, he laughed and said that thankfully, the Bedjet hardly every failed and he didn't have make similar calls very often at all. He apologized for the unit not working, and remarked that the "Scratch & Dent" units carry the same warranty as new units, and they were going to replace the unit with a new one... let me say that again, THEY ARE REPLACING A RE-MANUFACTURED UNIT WITH A NEW ONE! I have honestly NEVER heard of the like... more often, companies will replace a new unit with a re-manufactured one (like Dish did with my DVR) I have NEVER heard of a company replacing a broken re-manufactured unit with a replacement NEW one. In addition, they are not just replacing the unit, but all the miscellaneous parts as well, he told me they were going to email me a prepaid shipping lable to only send back the main unit so they could find out what went wrong and possibly adjust the manufacturing process, but I should keep the extras to I had them just in case, little extras like an extra remote control. In summation: 1. I got a re-manufactured Bedjet (yes, I tend to be a bit of a penny pincher) 2. I LOVED the cooling! 3. ... but the heating didn't work 4. I got a call from the owner of the company apologizing for the unit 5. They are replacing the re-manufactured unit with BRAND NEW ONE. 6. They are sending me a prepaid label to send back the unit, while letting me keep the extra remote. Again, all products will have very rare instances where the product deviates from the quality standards of the company... what differentiates companies is HOW THEY REACT. Bedjet proved that they stand behind their products unequivocally. They made no excuses, and never batted an eyelash in standing behind their product... for this, they earned a 5-star rating