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Wait - a company that provided better product service than what I asked for?

E

Exterous

Super Moderator
When I bought my first house about 13 years ago my dad bought me a Little Giant multiposition ladder. Fast forward to last weekend I used the ladder and snapped it back into 'resting' position and one of the plastic guides for one of the locks broke. The warranty is against manufacturing defects and I figured 13 years was a pretty good run to say that wasn't the cause. Replacement parts don't exist anymore on their or anyone else's website so I reached out to their general customer service number asking if they had any parts on the off chance they were hidden away somewhere. The reply I got was from their warranty department asking for some very general information - approximate year purchased and store I bought it from if I remembered. And now they'll be shipping me a replacement ladder!

Normally its a PITA to get a replacement if you have iron clad proof of a defect, the receipt from the purchase, registered the product within 30 days of purchase etc etc. so I have to say I was pleasantly surprised by the quick response and the ease of the process
 
Casio - I bought a 90's Casio PDA off of eBay for like $5 but it was way to complicated out figure out without documentation so I emailed Casio customer service about how to proceed. I was hoping for a website.

Within a WEEK they sent me a manila envelope with the actual instruction manual. Unbelievable. The PDA was probably 98 and this was like 2002.

I will always be a Casio fan. What a great company.
 
Woot was pretty good with me recently. I bought a refurb/open box shark robot vacuum. Irreplaceable part broke on 5th month, emailed woot saying “I know 90 day warranty, I didn’t expect it to be like new, I didn’t expect an irreplaceable part to break after a few dozen uses.
They replied with a shipping label to return.
Pretty happy about that.
 
My 2 rentals were built by the same contractor and used the same Delta faucets...14 or so years ago. O rings started leaking. Can't remember for sure but there was a 5 or 10 year warranty on them. Called Delta ready to pay for the parts, they shipped them for free.

And way back in 2011...

My New Balance 880's failed.**Update**UPDATE 2**

After 2 months, part of the heel has come unglued. $100, WTH? Email NB. They say they'll take care of it but contact the seller 1st. I call http://www.shopnewbalance.com/ 9:00AM 10/18/2011. They send me a UPS label for the return of the old ones AND ship a new pair. Hot damn! Scheduled...
forums.anandtech.com forums.anandtech.com
 
add Tekton tools to your great customer service list, and they make great tools. the socket sets are way nicer than anything else at the price point. company is owned by 1st and 2nd gen immigrants in Michigan and they are making some stuff in the states. almost none of it is made in china.
 
dasherHampton said:
Casio - I bought a 90's Casio PDA off of eBay for like $5 but it was way to complicated out figure out without documentation so I emailed Casio customer service about how to proceed. I was hoping for a website.

Within a WEEK they sent me a manila envelope with the actual instruction manual. Unbelievable. The PDA was probably 98 and this was like 2002.

I will always be a Casio fan. What a great company.
Click to expand...
I had something like that with the furnace in the first house I bought, no manual, furnace was probably over ten years old at that point, I didn't get a response to the email, but suddenly a paper manual showed up in the mail.
 
Wow that's pretty good. We sadly don't see that much anymore these days. For a lot of companies once they get a certain size they tend to not have much if any support anymore.
 
Exterous said:
When I bought my first house about 13 years ago my dad bought me a Little Giant multiposition ladder. Fast forward to last weekend I used the ladder and snapped it back into 'resting' position and one of the plastic guides for one of the locks broke. The warranty is against manufacturing defects and I figured 13 years was a pretty good run to say that wasn't the cause. Replacement parts don't exist anymore on their or anyone else's website so I reached out to their general customer service number asking if they had any parts on the off chance they were hidden away somewhere. The reply I got was from their warranty department asking for some very general information - approximate year purchased and store I bought it from if I remembered. And now they'll be shipping me a replacement ladder!

Normally its a PITA to get a replacement if you have iron clad proof of a defect, the receipt from the purchase, registered the product within 30 days of purchase etc etc. so I have to say I was pleasantly surprised by the quick response and the ease of the process
Click to expand...
Hmm, just looking at multi-position ladders. May have just found a winner!
 
herm0016 said:
add Tekton tools to your great customer service list, and they make great tools. the socket sets are way nicer than anything else at the price point. company is owned by 1st and 2nd gen immigrants in Michigan and they are making some stuff in the states. almost none of it is made in china.
Click to expand...
In Michigan no less - thanks for the tip
 
Fanatical Meat said:
Woot was pretty good with me recently. I bought a refurb/open box shark robot vacuum. Irreplaceable part broke on 5th month, emailed woot saying “I know 90 day warranty, I didn’t expect it to be like new, I didn’t expect an irreplaceable part to break after a few dozen uses.
They replied with a shipping label to return.
Pretty happy about that.
Click to expand...

Can you imagine telling your ten-year-old self that someday, you will buy a Shark Robot Vacuum, hahaha
 
Exterous said:
In Michigan no less - thanks for the tip
Click to expand...

I bought one of their large tool boxes on sale, they are way nicer than anything snapon or similar make. Stanley vidmar competitors. made in canada. super nice stuff. and with the tool credit on their site, i am upgrading almost everything. super impressed with the socket sets i have received. further, i know the family that owns the company and their distribution center was next to my fathers business for a few decades.
 
I purchased a Venstar smart HVAC controller several years ago. About 3 years later, the touch panel stopped working, so I contacted their tech support. They offered to send me a brand new unit, free of charge. I didn't even have to ship back the broken unit or even prove that I had purchased it. I was amazed.
 
Can confirm Little Giant ladders are fantastic.

Another great company is Maui Jim. Broke mine right in the middle by sitting on them. Went on their website to send it in for repair. There was some small charge (maybe $30 or so) so put in my card info. Never saw the charge on my account and got back my fixed glasses quickly with a receipt saying there was actually no charge for the repair. Awesome service!
 
highland145 said:
My 2 rentals were built by the same contractor and used the same Delta faucets...14 or so years ago. O rings started leaking. Can't remember for sure but there was a 5 or 10 year warranty on them. Called Delta ready to pay for the parts, they shipped them for free.
Click to expand...

My brother ran into this. Way old Delta faucet was leaking and no one carried the spare parts anymore. Called Delta and they asked him to pick out a whole new setup for his kitchen sink and then they shipped it to him for free!!
 
Kaido said:
Are you on #TeamArcade1up?
Click to expand...
I'm on my own team!
I have an AtGames Legends Ultimate in my living room, but I've pre-ordered the X-men four player cab from A1U, with the presumption I'll be able to hack it to get Simpsons, Gauntlet, TMNT, and all the other 3-4 player goodness on it.
 
Lost_in_the_HTTP said:
MAKE IT STOPPPP!!!!!!!

Called, contacted, wrote to, emailed, asked, anything but THAT!!!!

It's my mission in life to see that phrase abolished from use for all eternity.
Click to expand...

We need to do the needful and reach out to the stakeholders to ensure we are all laser focused on the operations as per company policy. Just like we talked about in the scrum.


(I puked a little bit in my mouth writing that)
 
Exterous said:
When I bought my first house about 13 years ago my dad bought me a Little Giant multiposition ladder. Fast forward to last weekend I used the ladder and snapped it back into 'resting' position and one of the plastic guides for one of the locks broke. The warranty is against manufacturing defects and I figured 13 years was a pretty good run to say that wasn't the cause. Replacement parts don't exist anymore on their or anyone else's website so I reached out to their general customer service number asking if they had any parts on the off chance they were hidden away somewhere. The reply I got was from their warranty department asking for some very general information - approximate year purchased and store I bought it from if I remembered. And now they'll be shipping me a replacement ladder!

Normally its a PITA to get a replacement if you have iron clad proof of a defect, the receipt from the purchase, registered the product within 30 days of purchase etc etc. so I have to say I was pleasantly surprised by the quick response and the ease of the process
Click to expand...

I bought a Little Giant ladder at Costco in...2013. OK for the money...but the fucking thing kept "throwing me." Happened to be at Costco one day...Little Giant was doing one of the roadshow events. The ladder they were selling was tons better than the one "on the shelves" at Costco...but at about 2.5x the price. Hell, I bought one anyway...and also ordered their extendable "plank" as well as the Little Giant "step stool." That thing gets used a LOT. The upgraded ladder hasn't "thrown me" since I bought it...and I use it pretty regularly.

www.littlegiantladders.com

Little Giant Ladders | Jumbo Step | Step Ladder

The Jumbo Step™ from Little Giant® is a lightweight aluminum stepladder, and with its compact design, it is the perfect tool for small-scale or at-home projects. Available in 2, 3 and 4-step models, this ladder meets or exceeds all OSHA and ANSI standards, and is rated Type IAA to hold 375 lbs.
www.littlegiantladders.com www.littlegiantladders.com
 
My most recent was Boulder Tools, bought their tire inflator on amazon, which had a defect. They sent me a new replacement and threw in their deluxe tire patch kit (which costs more than the inflator did) for the inconvenience, and I didn't have to return the defective one.
 
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