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Old 04-26-2005
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Great customer service

Over the past couple months, I've had pretty good luck with the service I've received from different companies. I wanted to take the time to mention them because they really deserve it.

First was Magellan, the maker of my GPS. I emailed them to find out how to get new suction cups for my GPS mount and they sent me the whole housing that the suction cups connect to which is basically half of the mount. I was both shocked and thrilled!!

Next was Milemarker. When my winch died on me in an icy mudhole, they simply asked me to ship them the defective parts and they sent new ones. The best part is that it was out of warranty!!

After the winch was fixed, I found out that my Optima battery was dead. The optima was 2 years old and was covered under the prorated warranty and I got $85 back from a $110 battery. There's nothing spectacular about that, but Pep Boys made the effort to look in the computer to see if I was still under warranty, they calculated how much I was to get back, and they gave me a new battery all in a matter of minutes. All of this and when I brought the thing in it was covered with grease and dirt and the guy took the time to test it despite the fact that their standard battery tester doesn't work on Optimas.

Most recently, I broke my MasterPull Superline2 and when I emailed them to tell them about it, they responded (within one hour) that if I send them the rope, they'll repair it for me for free. Considering that it's only the 3rd good pull I've put on it and it broke, and the circumstances under which it broke (rope got cut on the metal lug at the end of the rope) I'm very pleased that they're offering to fix it for free.

That's it for now. If something else comes to mind or if someone else I've contacted lately contacts me with good news, I'll be sure to post it because I definitely appreciate it!!
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Old 04-26-2005
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lol! It's your "karma", Trail Angel...
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Old 04-26-2005
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magellan is awesome with their customer service... at least they were when dealing with vendors which is the only time i have dealt with them (as a vendor)
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Old 04-27-2005
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Great customer support really does rock, doesn't it?! I thoroughly believe that customer service is the ONLY reason my company is still in business. We routinely last minute things to customers to help them out, often on our tab. The administrators of the customer sites often don't acknowledge this, but the worker-bees sure as hell do. I went to a conference in Kansas a few years back. It was a disaster from a technical standpoint, but it was awesome meeting our customers. People would ask which vendor I was from and when I answered they just glowed. I gotta hand it to my boss. I sometimes think he's a rather poor business manager and gives too much (of my hard work) away, but he does pretty well on the customer service thing..

That said I unfortunately cannot think of many national brands that have given me really great support or service lately. Sadly the ones that have given me poor support stick in my mind even better. Canon gave me static over my rebate for my camera gear. And just recently I had a defective remote for my Creative Labs portable player, and they took over a month to get me a replacement (after billing me twice!).

I must be a pesimist as I only seem to remember these instances better than the opposite. :(
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Old 04-27-2005
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glad it worked out for you Tom
you are a great field tester of products
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Old 04-27-2005
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it's nice to read "good news". thanks for taking the time to write it.
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Old 04-27-2005
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I'm still waiting for a response from Mag Instrument about my light story.
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