You keep hearing about how we are supposed to be in a service economy, but I have to say that I am tired of the crappy service I get at every place from Home Depot to the local convenience store.
The only time in the last ten years I’ve gotten decent service from HD was last August. I walking in on a steaming hot Saturday, and there in the front of the store were three “sales associates.” One asked me if I’d like a bottle of ice cold water while the two other associates fell all over each other asking me if they could help me find something. The timing of this improved service was all too obvious. The grand opening of Lowe’s was happening that same weekend less than one mile away. The HD service has since return to its usual combination of lethargy and absenteeism.
BUT THERE IS HOPE IN THE WORLD!!
Yesterday at 4:45 PM I emailed the customer service department at Fein Tools and asked about a missing piece for my detail sander, figuring I might get an answer in the next week to ten days. TEN MINUTES LATER I got a response from Craig Morrison at Fein USA, asking me which model I had. I answered back that I wasn’t sure because the sander was at home and I was emailing from work. Further, I asked if there were online exploded drawings he could send me. He found the drawings and emailed them to me as attachments this morning at 6:44 AM.
I emailed back to him that I was impressed that he was on the job so early in the morning, and he responded that it had been a busy few weeks and that he’d gotten to work at 4 AM that day. IMPRESSIVE.
Fein tools may be expensive, but how do you put a price tag on such amazing customer service. Can you imagine getting that degree of service from Sears, Mikata, Ryobi?
Replies
>> Can you imagine getting that degree of service from Sears, Mikata, Ryobi?
I hope you are not grouping Makita with Ryobi...
Although I've never had any experiences with Makita's customer service -that's because I've never had any Makita tool ever fail on me.
I'm sure some do -but not in my experience. The only reason I don't have more Makita tools in my arsenal is because of design or feature choices - I'd have no worries as to durability.
JT
I just had a similar experience with FESTOOL.
My C12 cordless drill's charger was acting strangely. Lights flickering, not charging. I called Festool and they called back within an hour. Informed me a new charger was on the way. Told me to put the old one in the box the new one came in and they would send fedex or UPS by to pick it up. NO QUESTIONS ASKED. I almost fell over. I dreaded calling and expected a hassle and shipping it off while I waited for a new one and having to do without my favorite drill. What a pleasant surprise.
Scott