|Forum topic by Greg In Maryland||posted 1184 days ago||1103 views||1 time favorited||8 replies|
1184 days ago
We all have our horror stories with incompetent, inept and and annoying customer service. It seems we hear about these all the time, but the good stories don’t get mentioned as much. I would like to share some recent interactions with various companies as a way to say thank you for their attention and caring
So, here goes:
Lee Valley—I ordered some brad point drill bits that were not packaged appropriately and arrived in less that perfect condition. For the price, I expect perfection. I called and explained the situation. The customer service representative told me to sent them back, postage paid and that she would immediately send out replacements that were packaged appropriately. They arrived the next day or so as promised.
Ryobi—I have a five year old bt3100 that the switch stopped working. I read on the bt3central forum that folks were able to get free replacements. Guess what, I just called the service number, explained the situation, gave them my model number, my serial number and poof, they were asking me for my shipping address. It was only a $15 part so I could have sprung for it, but I am glad not to.
Ridgid—this is a biggie. I recently purchased a used Ridgid TS3650 that had the defective arbor. Basically the arbor had a groove in it that prevented the use of a dado stack. So here I am, a 2nd owner of a tool that again is five years old, out of warranty and they willingly, with no persuasion directed me to a local service center for repair.
Fastenal—I ordered a rather large piece of flat aluminum bar that had a estimated ship time of 14 days. Since it was for the above Ridgid table saw that was in repair, I really wasn’t in a hurry and this was acceptable. Well, 14 days came and went and no aluminum bar. A call and some email exchanges and it became apparent that the order somehow got screwed up. Ok, I still don’t have the saw so no big deal. In the process, they offered to ship it next day air to make me happy. Next day air for a oversized package was going to cost more that the item itself. I appreciated the gesture, but declined.
Now, with all the above examples, according to my rendering there was something wrong/defective to begin with and perhaps the best customer service by these companies would to be avoid the problem in the first place. This is quite true, but not the point I am trying to make.
These companies fixed what needed to be fixed and did the right thing. That’s customer service and I am a happy customer of Lee Valley, Ryobi/Ridgid and Fastenal.
Now, if you would like to hear a horror story, let me tell you about my HP all in one printer, fax and scanner …...