What a Great Business!
Discussion
So often we hear tales of woe. I want to take a moment to mention a business that truly has gone above and beyond the call of duty for me recently.
When I was a young boy, I was lucky enough to be given a Swiss Army knife by my (now-deceased) Grandfather. Sure, I cut myself a few times...but that was all part of the fun, right?!
Up until recently, I use it practically every day. Not for anything major, but sometimes the scissors are handy, or the knife for opening a package. It’s always easy to grab at home and it does occasionally make me look back fondly on my Grandfather.
Now being multiple decades old, it was starting to show its age - a few chips and cracks in the sides, but most annoyingly, the springs that hold the scissors open stopped working etc. nothing major, just annoying.
I would have purchased a new knife - they’re not that expensive really given how much I use it. However this had sentimental attachment.
I wrote to Victorinox explaining the situation and how I would normally just purchase a new one. The response was amazing! They charged $5 and I had to ship the knife to them. In exchange, they reconditioned the knife and mailed it back to me...along with the old pieces they replaced. The thing is like brand new. All because they offer a lifetime warranty.
Amazing company that make great knives and back it up with wonderful customer service...even decades after taking the money. I can’t say more good stuff about them!
When I was a young boy, I was lucky enough to be given a Swiss Army knife by my (now-deceased) Grandfather. Sure, I cut myself a few times...but that was all part of the fun, right?!
Up until recently, I use it practically every day. Not for anything major, but sometimes the scissors are handy, or the knife for opening a package. It’s always easy to grab at home and it does occasionally make me look back fondly on my Grandfather.
Now being multiple decades old, it was starting to show its age - a few chips and cracks in the sides, but most annoyingly, the springs that hold the scissors open stopped working etc. nothing major, just annoying.
I would have purchased a new knife - they’re not that expensive really given how much I use it. However this had sentimental attachment.
I wrote to Victorinox explaining the situation and how I would normally just purchase a new one. The response was amazing! They charged $5 and I had to ship the knife to them. In exchange, they reconditioned the knife and mailed it back to me...along with the old pieces they replaced. The thing is like brand new. All because they offer a lifetime warranty.
Amazing company that make great knives and back it up with wonderful customer service...even decades after taking the money. I can’t say more good stuff about them!
PositronicRay said:
Sounds brilliant, but is it sustainable?
Interesting question.As has already been pointed out, they have been around for quite some time. Obviously, past performance is not indicative of future results but I would argue that in order to remain relevant and viable in modern times they have to differentiate themselves from other businesses.
I have a few gifts to buy this coming year where penknives would be suitable for one reason or another. Who am I going to look at now? No one else! Sounds sustainable to me!
It was really nice as the knife arrived back on Christmas Eve so was used all day yesterday.
Led lenser, bought a 4 aa battery type torch and it was the best bit of kit ever, bright and reliable until a set of batteries leaked inside.
I tweeted them asking if I could buy a spare battery magazine and they got straight back to me and sent me all the parts to fix it for free, all I had to do was send them the serial number and my address.
I tweeted them asking if I could buy a spare battery magazine and they got straight back to me and sent me all the parts to fix it for free, all I had to do was send them the serial number and my address.
I always find Miele brilliant. A few years ago we got a second hand 10+ years old washer of theirs, from when they really built them properly. Calling the Miele sales line the girl was really happy to talk through older models features, as there were a few specific functions we wanted. All this when it wouldn't result in a sale. I presume they realise it gets us on-board with the brand.
Oilchange said:
I dropped my maglight torch and it stopped working. You know, the one everyone has (6 D-cell truncheon type one, its about 18” long and would kill a horse with a good whack) I sent it off with a note to bill me for repairs and it came back repaired with compliments.
Nice.
I have a 4-D version that doesn't work but can't being myself to bin it with the sentiment attached to it. I didn't know they have a lifetime warranty. I'll drop them a line!Nice.
Getragdogleg said:
Led lenser, bought a 4 aa battery type torch and it was the best bit of kit ever, bright and reliable until a set of batteries leaked inside.
I tweeted them asking if I could buy a spare battery magazine and they got straight back to me and sent me all the parts to fix it for free, all I had to do was send them the serial number and my address.
Same for me, except they asked me to send it in, and they sent it back reconditioned with new parts, no charge. Top company and great products.I tweeted them asking if I could buy a spare battery magazine and they got straight back to me and sent me all the parts to fix it for free, all I had to do was send them the serial number and my address.
A few years ago I had some Bose noise cancelling headphones. I’d had them for quite a few years.
Once my plane seat was near the lavatories and I left them on my seat while I attended to a call of nature. While I was away, some lazy person decided to sit in my seat while waiting for the lav to be free and crushed my headphones. Plastic snapped both sides.
Once back home, I contacted Bose and told them what happened. They send a returns box next day with instructions how to book the courier.
Within 3 days, I got the box back with a note inside saying they where sorry they couldn’t repair the headphones and please accept a new pair.
My old headphones where 5+ years old and my new ones where 2 generations on.
I have never needed to buy any more Bose headphones but I’ve told everyone I know thIs story who was about to buy some.
Excellent customer service.
Once my plane seat was near the lavatories and I left them on my seat while I attended to a call of nature. While I was away, some lazy person decided to sit in my seat while waiting for the lav to be free and crushed my headphones. Plastic snapped both sides.
Once back home, I contacted Bose and told them what happened. They send a returns box next day with instructions how to book the courier.
Within 3 days, I got the box back with a note inside saying they where sorry they couldn’t repair the headphones and please accept a new pair.
My old headphones where 5+ years old and my new ones where 2 generations on.
I have never needed to buy any more Bose headphones but I’ve told everyone I know thIs story who was about to buy some.
Excellent customer service.
Tissot chronograph needed a tiny tweak to one of the dials as it wasn't quite resetting to zero, posted it off, got it back but minus the plastic film off the back. I scratched it, entirely my fault, so I asked Tissot to replace the back at my expense. Came back 10 days later back replaced no charge.
Just proves how the "old school" companies who provide excellent cuatomer saervice are obviously doing something right. Stand behind your product and people will return. Leatherman is another company that stand behind their multitools and provide above and beyone customer service.
Regarding maglight, an officer friend of mine routinely carried a 6D model and was confident in its ability to smash windscreens and deform A pillars.
Regarding maglight, an officer friend of mine routinely carried a 6D model and was confident in its ability to smash windscreens and deform A pillars.
dmahon said:
Funny how it’s all of the expensive premium brands who are coming up here. Most companies are so squeezed on margin and race to the bottom nowadays that this kind of service isn’t sustainable. Shame really as I would much rather buy once rather than cheapest.
But it is their choice how they conduct their business. I know that is a very glib answer. I also fully except that for a lot of companies, staying afloat is their main aim. But you don't have to be a "premium brand" to provide good after-sales service. Nor does being a "Premium brand" always mean you get a good after-sales service. Gassing Station | The Lounge | Top of Page | What's New | My Stuff