Good customer support

[George K]

When most places could not care less after they get your money, it is nice to report on two recent customer support calls that went great.

First: Lauer Custom Weaponry – DuraCoat
A can of Titanium that I ordered was not quite “Titanium”. It was almost charcoal gray, way too dark. One call to LCW to describe the problem, a few quick troubleshooting questions (making sure that I shook the can long enough) and the gentleman said “Once I confirm your past order, I’ll get a new can in the mail…”. New can arrives about 5 days later, no charge and they did not want me to send the defective paint back.

Second: LaserLyte (bore sighter)
My 4 mo. old bore sighter would not turn on. New set of batteries, same thing. One call got my return authorization number and they said they would fix or replace the unit. I had to pay shipping there, but that was all. A brand new unit arrived in a little over a week.

With all the bad out there, it was nice to have these companies stand by their products and their customers without any hassle or foreign language tech support!

[308Mike]

These companies have people working there who understand that good customer service frequently results in repeat business and additional new business - and aren't usually run by the quarterly numbers crunchers. They understand you can't put a real value on customer loyalty and referrals, but they know it certainly pays off.

I always enjoy hearing about good customer service.

[1911Man]

I'm not suprised that they didn't want the bad coating back. It can't be sold because it's the wrong color and if it's in an aerosol can, there's hazardous materials fees. It's cheaper for them to let you dispose of it. I had a satellite receiver company do the same thing because they had no use for the bad unit, why pay return postage on what is basically trash?

As far as sending you new stuff, that was the right thing to do. I'm glad they did it w/o a hassel. It's good to know that there are some companies that still care about keeping customers. And look at the word-of-mouth advertising they got. See, it pays not to screw the customer.