Now this is service

[SeaCat]

A couple of weeks ago I ordered a new wall clock. It's a Kassel Cuckoo Clock.

When it arrived I wasn't overly pleased by it's construction but figured what the hell. For what I was paying it looked great. Then I tried to set it up and found it was a piece of shit.

The hands wouldn't rotate on their own. It certainly wasn't able to keep time and it didn't chime.

I went to the companies website and wrote them a letter about this. I explained what I had ordered and what I had received. To be honest all I expected was a run around. Instead I received a rather nice letter telling me the wrong item had been shipped to me and they were going to fix the problem. (Yeah Right.)

This afternoon I received another E-Mail telling me they were sending out a shipping order to UPS to pick up the clock I had received. They were also sending me the proper item I had ordered. Okay I can deal with this and I was more than happy with the response times. (Not to mention the actual response.) I sent them an E-Mail telling them that this was fine and that I would be home for the UPS Guy.

A short time after this I received another E-Mail. In this E-Mail they explained the screw up from their point of view and detailed what they had done to make sure this wouldn't happen again. I was also informed that the proper clock had been shipped out and they would also be refunding me the money I had paid for the clock as an additional form of appology. There was also a Phone Number for me to call when I received the clock and to report any additional problems.

Now this was unexpected to say the least. I'll be dealing with this company more often.

Cat

 

[Zeb_Carter]

It's nice when customer service really is customer care. I have had the same experience with a company that manufactured a trash bin for the kitchen. It was constructed of stainless steel and high impact plastic. The lids, there were two of the that swung up when you press the foot pedal, were plastic. The rods that pushed them up were stainless steel and fit into little eyelets on the lids. The eyelets were plastic also.

Well long story short, the eyelets kept breaking. The company has replaced both lids four times. The last set had been re-engineered. They were the same plastic lids except they were now wrapped in stainless steel that then wrapped the plastic eyelets. Haven't had a problem since.