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The IoT May Change Customer Experience, But Not in the Ways We Expect

It all started with a drip of water. You know — that moment when you open the refrigerator door and feel a drop of water on your hand where you shouldn’t. It didn’t take long for me to track where it was coming from: a dislodged pipe. At least that’s what I thought it was — I was wrong.

No problem, I thought, the fridge is still under the manufacturer’s warranty. So I headed on over to the manufacturer’s website and opened the online form to book a service call. It was all going well until the tech asked for the fridge’s serial number. Back in the kitchen, I opened every door and peered at every surface of the refrigerator writing down any number I could find. But not one of them is right. The serial number required to pull the warranty information.

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