Hand Tools doings #24: Excellent customer service

cool! i love great customer service, it makes your whole experience better and makes you want to come back. its really a great sales ploy. i think that some other companies should really try it!

I have never had anything but the best customer service from Lee Valley

-- The only easy wood project is a fire

Lee Valley rocks!!

-- Pat, Colorado

I bought a low angle jack plane from LV a couple years ago and love it. Since then I’ve bought a number of other items. I agree LV is a great company. They’ve always been very helpul on the phone too.

-- Martin, Kansas

Lee Valley has always had excellent customer service for me.

Good customer service is something to be celebrated these days!

-- North Texas

“I would have lived with the solution, after all, you can’t even see the washer under the knob——you’d only know it was there if I told you. All I wanted was a solution, not necessarily a new plane. Not every problem deserves a new product.”

Betsy,

I’m afraid that poor products and poor customer service from the past have convinced you that you don’t deserve both a good product and good service on the first go ‘round. Not from Lee Valley, but from any company. After all they sent you a product with TWO deffects and you didn’t feel you were owed a defect free product. Now repeat after me “I’m not going to take it anymore!” Ten times. First thing every morning should do it.

;-]
Jim

-- Jim

LV does rock.

-- "Bordnerizing" perfectly good lumber for over a decade.

On the contrary Jim, I want good service and a good product every single time I buy something. Every time. However, I am a realist and know that not every product that comes off the assembly line, no matter how short the assembly line is, is going to be perfect. I can live with that. I can deal with a simple solution. Now if the simple solution was applying duct tape and/or baling wire to make it work, then I’d not be happy. My demands, of course, increase with the sensitivity/price point of the product.

I try very hard to do my job perfectly, but it does not always work out that way. I do the best I can, so does most everyone else. If I make a mistake I try to fix it. Sometimes the fix does not mean redoing the whole job. Sometimes, its a simple solution. They could have sent me a new knob and called it a day. But they went the extra mile. I appreciate that.

So do I want perfection, yes. Can I get perfection, no. Can I be perfect, sure. Will I be perfect, no. If I got my tail in a wad every time a product or service was not perfect I’d be in sorry shape. If I got poor service time after time from a business, I would not go back there. Lee Valley however, has always had a good customer service reputation. I felt like they went above and beyond with their response to my problems and deserved a kudos.

I do have high standards, sorry that you thought otherwise. But LV ROCKS!

-- Betsy - GO BUCKS!