It seems easy to find reports on poor customer service experiences, but less so to find reports on great service. here's my latest.
Several years ago I purchased a trash can for the kitchen. We needed one with an automatically closing lid, plus it had to have a foot pedal for hands free operation (government health regulations that cover the home business). It functioned wonderfully until last week when we had an accident with it. A broken hinge and lift rod connection resulted. Bummer. No name on the can anywhere that I could find.
I shopped online for a suitable replacement. I found the exact same can and noted the makers name. Goggled that. I went to the makers website and filled in a customer service request. Note: I had only the vaguest of ideas of when it was purchased although I do recall the local vendor. I had no receipt at hand; I could root through the business receipts for three years back giver or take. I had no recollection of ever filing a product registration; I'm bad on stuff like that unless it costs several hundred dollars or more. I sent that in via the website this morning.
After dinner tonight I found an email response in my inbox. They are sorry for the inconvenience. They are sending replacement parts at no charge!
One more from a few years back. I carry a compass in a pocket of my go everywhere I hike backpack. A Silva Ranger. I bought the original in the early 1970's. A couple years ago I noticed it had developed a bubble in the fluid filled needle chamber. I found their presence on the web and wrote them. They sent me a brand new current version of the Ranger. For free.
Because those who mind don't matter and those who matter don't mind - Seuss. Tiny ad: