Customer Care is great w/ ......
I have to say much of the time I'm very sinical about todays methods of customer service. Either you get some indian, or a wannabe english speaking person on the phone. Or how about the company that just doesn't give a crap, they're always refereshing Huh?
Well, I had the best experience in customer care I've had in a long while.
I was having some problems with a year old Teleflex Helm pump unit. It worked great for about 10-11 months and then I stated getting all kinds of clicking and chattering when turning the wheel on my 225 Honda.
I realize I probably do in one year about as many turns of the wheel as a normal person puts on in two years, but C'mon the pump should last YEARS!
At one point it began to become dangerous in my mind. I'd back the boat down the ramp in the dark, and start up. Go to tun the wheel and it would turn one way, but not the other.....Yes, this could be dangerous in a 5 knot tide against a really hard rock or dock or piling. (yes, even in a Plate Alloy BLM boat)
I'd have to jack the wheel with all my might and then I'd hear the valves click and I'd have steering both direction once again. So not only concerned but aggrevated as all hell, I emailed Teleflex in Canada.
Marc, of technical service, who I've dealt with before recieved my email. I sent it last Saturday night at 10PM. The weekend mind you...
By Sunday morning at 10am, I got a reply. He asked me some particulars, and what to double check, and for the helm numbers etc. WOW.
I returned his email with his requested info, and a photo of the transom and how the cylinder is mounted. I told him I'm not a rookie, I know what it should feel like and know what it felt like when the boat was new 12 months ago, and that I didn't see any leaks, all that jazz. And really felt it was the valves not properly working. Just like you know your truck and when somethings wrong. YOU JUST KNOW IT.
So Marc emailed me a "return form" and said, "don't worry, I'll send ya a new helm unit and you will have it by Weds."
So here comes weds, and I'm thinking sure I'll get this helm pump!!
Well at 4:00PM here comes the UPS driver up in front of my house. And hands me a Helm pump. It was shipped from right here in Jacksonville, Florida (Fluid Technologies, I guess) which are the warrenty service folks here...go figure? I thought it may becoming all the way from Canada or someplace as far away. Stupid me.
The new helm pump is now installed as of this morning, and the old pump is on its way back to Teleflex in Washington state.
NOW THAT'S CUSTOMER CARE!
I sent Marc back an email thanking him for working on a weekend and to say how much I appreciated the fast response. And.....Rock Marc from TELEFLEX.
He replied, that this is how they do things, and they want happy customers....(some companies could take a lesson from these CANADIANS)
An after thought to this whole deal could have gone like this:
I could have gotten on THT (or here if I knew of this site last week, thanks to Welder for enligtening me) and bitched and moaned, asked advise, recieved a flogging, a multitude of responses, and looked like a real jerk, as so many do because some people just can't can't handle a simple issue such as this, let alone actually owning and maintaining their boat, without dramatizing their experiences into soap opera proportions.
But the morale of the story is, Teleflex and Marc really helped and did a speedy job doing so. Great customer Care!
Just an FYI.
Last edited by Jettywolf; 10-25-2007 at 03:53 PM.
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