Ben West
12-05-2008, 9:31 PM
Customer service is one of my pet peeves. So few companies provide great customer service, I go out of my way to tell people when they do.
Lee Valley is a very rare company.
About a year and a half ago, I ordered one of their electronic calipers, the kind that reads in fractional inches, decimal inches, and millimeters.
It has been a great little tool but, recently, developed a problem. Oftentimes, while using it, it would rezero itself. In essence, it became useless.
It was 1 1/2 years old and almost certainly out of warranty, if it ever had one. But, I thought I'd email Lee Valley and see what they could do.
Within 30 minutes, they emailed back and said to send it back to them and they woud replace it. What's more, the suggested I use the return label from another order I had placed recently to return the calipers.
I didn't have the return label from that order, so I just put it in the mail. I didn't mind paying the $3.12 shipping, cause Lee Valley had offered to replace a pair of calipers that were almost certainly out of warranty.
Today, I got home and had a package from Lee Valley waiting on me. Inside was a new set of calipers, and little note of thanks to me for being a customer and....drum roll...a little envelope with 3 $1 bills, 1 dime, and 2 pennies to reimburse me for my shipping charge.
Wow!
Lee Valley is a very rare company.
About a year and a half ago, I ordered one of their electronic calipers, the kind that reads in fractional inches, decimal inches, and millimeters.
It has been a great little tool but, recently, developed a problem. Oftentimes, while using it, it would rezero itself. In essence, it became useless.
It was 1 1/2 years old and almost certainly out of warranty, if it ever had one. But, I thought I'd email Lee Valley and see what they could do.
Within 30 minutes, they emailed back and said to send it back to them and they woud replace it. What's more, the suggested I use the return label from another order I had placed recently to return the calipers.
I didn't have the return label from that order, so I just put it in the mail. I didn't mind paying the $3.12 shipping, cause Lee Valley had offered to replace a pair of calipers that were almost certainly out of warranty.
Today, I got home and had a package from Lee Valley waiting on me. Inside was a new set of calipers, and little note of thanks to me for being a customer and....drum roll...a little envelope with 3 $1 bills, 1 dime, and 2 pennies to reimburse me for my shipping charge.
Wow!