Thursday, April 19, 2012
Customer Service not Dead but Dreaming
I got the Defender series and the Latch.
You will note a photo of the Latch attached to this article. Here is my brief journey:
First I ordered both units.
Second I received only one of them, the Defender. This is very nice indeed, but having paid for both I was left scratching my head.
Third I tried going through their online form. This is an annoying process that is very gimme-gimme about your personal information and seems far more focused on collecting demographics about you than about the problem you might be contacting them about.
Fourth I got tired of waiting for a reply so I called them directly two days later.
Fifth the representative was very nice indeed, did not try to make excuses & sent me the Latch with expedited shipping gratis.
Sixth I got the Latch & it was very nice indeed.
Seventh I broke one of the clips, pictured above, that hold that little strap-sack/stand-foot to the harness. This took me less than a week of usage.
Eighth I called up and asked about how to get a replacement.
Ninth and most significantly, they just sent me a whole new Latch system, again with expedited shipping, all for free.
I got it last night, and I am very happy about the whole transaction. Sure there were some mistakes made, but it was handled in a very professional way and I am indeed one happy customer. Happier than I would have been had there not been a problem even.
In short, in an age when customer service seems to be eroding on a daily basis, it is really nice to do business with a company that tries to treat their customers well.