It's perhaps a commentary on life these days, but I was treated very well by two(!) separate companies within a week. The fact that both stood behind their products was refreshing and unusual, and I really appreciate both of them. It's just a bit sad that it seems to happen so rarely.
As a business owner, the quality of service I provide to my customers is critical to the success of every project, and even though I may end up eating many billable hours, often at night or on weekends, my success depends on it. I also work part-time teaching private ski lessons (it costs a huge amount of money to ski with me, even though I am paid a very low hourly wage on the assumption I will be tipped), and the resort reminds us constantly that we are the face of the company as well as the sport.
I was having trouble with my Garmin 800 reading the wheel/cadence sensor, it got cadence but not speed. I called Garmin Support, the CSR was extremely helpful. A couple of undocumented steps when replacing the battery:
1. Remove the battery completely for 2-5 minutes to allow for full discharge.
2. Install a new battery backwards for 5 seconds to reset the device.
3. Install the battery normally and re-connect to the E800.
In my case, cadence came back but speed did not, Garmin was kind enough to send a replacement GSC10. It arrived in the mail 6 calendar days after my call. Thanks to Garmin for standing behind their products and providing excellent support.
I use a 4-wheeler with a CycleCountry (Kolpin) plow for my driveway, and yesterday I slammed the plow into the edge of the pavement at the end of my road. The impact was pretty good, and I realized that I lost one of the blade pivot bolts. Last night, I removed the entire assembly and discovered that I had broken the plow frame, including bending a 2" diameter heavy steel tube and breaking several welds. I went to the manufacturer's website to see if I could replace the frame sub-assembly and ended up sending an email asking if it was available. A few emails later to clarify the model, and they offered to simply warranty the entire assembly (not blade) and asked for my address. Thanks to Kolpin for offering a replacement on a part I broke and was willing to buy.
So, I ended up with warranty replacements on a 2010 Garmin wheel sensor and a 2008 CycleCountry plow, and I feel very gratified to have bought from these companies in the first place.
There is a maxim that if you make a customer happy, they will tell one friend, but if you make them angry, they will tell ten. In my case, I am happy to thank both companies in public forums.
I suppose that the only downside to this experience is how many companies will do anything they can to leave the customer holding the bag, but suffice to say, Garmin and Kolpin are not in those ranks.
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