Companies that Stand Behind Their Products

Over the years, I've had good and bad experiences with large companies. I imagine that's true for most people.

If I pay money for a product, I expect it to be as advertised. If it's not, I expect the company to make it right.

Now I know that Browning will make it right.

Reply to
SeaNymph
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With Browning I'd say it's better to stand /behind/ the product, than in front of it.

Reply to
philo

That's good point But it was just a rifle case.

Reply to
SeaNymph

Oh, a rifle case?

My remark was made just in case.

Reply to
philo

Yeah, a rifle case.

Reply to
SeaNymph

Nowadays, that may be wishful thinking.

Or, more effort than it is worth.

Unfortunately (for the companies), folks are usually far more willing to rant about a BAD experience than PRAISE a great experience (both publicly and in private correspondence with said company).

We try to strike a balance. We aggressively speak out against BAD experiences -- as well as in favor of GOOD experiences!

For groups that we have longstanding/ongoing relationships (e.g., doctors), I regularly bring in "treats" to thank them and their staff for their professionalism, quality of service, etc. Granted, they're "just doing their job(s)" -- but some folks just BARELY do their jobs while others actually try to do theirs *well*.

I'll be doing some volunteer work tomorrow at an agency that receives floor space from a local business (no doubt a write-off). Many of the folks who work *for* the hosting business have gone out of their way to hold a door open for me when my arms are full, they are often friendly and courteous, etc. Clearly, this is not really part of their job description (e.g., to get UP from their desk, walk across the room and open the door in anticipation of my needing it opened).

So, I'll make a batch (18 dozen) of pecan sandies for them to share as a sign of my appreciation. Not something I *have* to do. And, it won't be anything that they'll *expect*.

[I imagine they'd enjoy brownies much more but brownies turn to rocks in just two days! I'd be disappointed if someone was "off" on the day I deliver them and missed out as a result!]

I've been compiling a list of observations regarding our new vehicle and the service provided by the dealership -- good and bad in each case. Again, not anything that I *must* do or am expected to do but my way of giving feedback about this significant purchase/event.

Reply to
Don Y

I have always done the same. I feel that if one receives exceptional service, a compliment is due. It doesn't take much at all, but seems to be something many people find unexpected.

I order my coffee from an online company some ways up the road from me. If you order before 8am, the coffee is roasted and shipped out that day. I once sent them an email complimenting their service and they seemed quite surprised that someone would take the time to do that.

Reply to
SeaNymph

I can't stand it when you have it covered top and bottom like that. But, you made your case. Now, zip it!

Reply to
Stormin Mormon

Never a problem with my Browning products so have never dealt with them Did have problem with Ruger and they were excellent. Taurus makes a good product but I had a bad dealing with them.

Reply to
Frank

I have 2 Browning rifles and this is the first time I'd ever spoken to them. I wanted this particular case because it's a good sturdy case and one of the few I'd found that would actually fit the rifle, which is fairly long.

I think they did a fine job solving the problem I had with the Browning case I purchased that was not as long as advertised. I appreciate knowing that a company will stand behind it's products.

Reply to
SeaNymph

philo posted for all of us...

Let's not make a case of this; in case Browning changes their case history.

Reply to
Tekkie®

PricePhfister has been replacing for free the parts as they wear out on my kitchen sink faucet for the past 20 years. I call them, tell them it has a lifetime warranty and they ship me new parts.

Reply to
>>>Ashton Crusher

I guess my cynicism shows in that I expect very little, nowadays. So, when someone does a merely *adequate* job, it's as if it was "exceptional".

It's sad to have to explicitly "reward" what should be NORMAL service. But, I figure their employer probably isn't noticing ($$) so I can at least do my little bit to acknowledge their efforts.

Note that it doesn't even have to be some specific act. Often, simply being "understanding" about the situation THEY are in goes a long way.

I was at a local department store and questioned a price on an item ("Isn't this supposed to be on sale?"). Over the next 10-15 minutes, no less than 5 people were involved in trying to sort out the weekly print ad, store website and prices marked on the floor.

They actually THANKED me for being good natured about it! It was obvious that SOMETHING was screwed up (in "the system") and, rather than falling into the role of "irate customer", I patiently waited as they tried to sort out how to get me what it seemed I was due.

I'd imagine that they have enough of the "irate customer" experiences and welcomed the fact that this wasn't one of them!

Reply to
Don Y

Much the same, here. I make a point to say thank you for various things. I did call back to thank AAA for towing me home. Now days, when I provide service, few people say thanks for what I do.

Reply to
Stormin Mormon

It's not just about the product being as advertised, it's also about customer satisfaction in general. In some cases, it's not about the company that made the product, but the retailer that you bought it from.

I bought an $300 appliance from Bed Bath & Beyond as a Christmas gift for SWMBO and I. The product is everything it was advertised to be. It works just like the manufacturer said it would. It just so happens that it is not to our liking for reasons unrelated to specific issues with the unit. (e.g. it's bigger than we expected, it has features that we've determined that we don't need, etc.) In other words, while the product itself is well worth the $300 price tag, it's not worth $300 to us.

With no questions asked BB&B took it back and refunded the total amount. Not store credit but cold hard cash. Apparently they will honor this type of return for a full year after the purchase. It was purchased on line and they would have paid for return shipping if I had chosen to ship it back as opposed to taking it into a store. Now that's customer service.

Reply to
DerbyDad03

I agree. Seems like a win/win for everyone.

The problem with the case I bought was that it was not as long as described. I purchased it from one of Browning preferred online dealers, because it's much cheaper to buy it that way than from Browning directly. The length of the case was very important because the rifle is long, and that's not even taking the scope into account.

I spoke to Browning, more to tell them about the problem because I had already arranged to send it back to the retailer I purchased it from. Browning sent me a shipping label and once they received the case, immediately sent out a new one, which they measured before sending it. Worked for me.

Reply to
SeaNymph

We usually make a point of talking to a manager, whether it be in a restaurant or hardware store and let them know the name of the person who waited on us did a GREAT job for us.

Reply to
Muggles

I've had good experiences with BB&B, too, purchasing things there, and when I had to return one thing to them.

Reply to
Muggles

Manufacturers have a stake in their customer's happiness -- at least if they want to remain viable and respected (not all do, apparently).

We bought a mattress+boxspring, recently (from that national chain that has been buying up all its competitors). It arrived wrapped in plastic inside a *box*.

Delivery gorillas removed it from box out in the street. Why they didn't carry the semi-rigid box up to the front door and unpack it THERE is a mystery to me!

Now they've got a large, bulky, "flexible" item in a slick, LOOSE plastic wrapper that they have to somehow manhandle up to the front door and then through the house to the bedroom. They weren't out of the street before they had ripped the plastic and dropped the mattress into the dirt (having rained earlier)!

And, were annoyed that we noted the condition on delivery -- instead of just signing on the dotted line.

That wunnerful (sarcasm, here!) national chain said that was not acceptable and we were justified in our dissatisfaction. "We'll send out a replacement tomorrow!" (or maybe it was two days later?)

Replacement arrives. I greet the truck in the roadway -- just like the previous.

Hmmm... this mattress is NOT in a box. And, the plastic wrapping looks like it isn't original. OK, don't jump to conclusions... they may have a reason for this!

Get the REPLACEMENT mattress in the house and, "Gee, look at that? It's (top layer) actually been TORN!" And, they want me to think it came from the manufacturer that way?

So, we refused the delivery. Now we're stuck with the original soiled mattress.

Talk to manufacturer. They are upset that one of their "agents" has tarnished their "user experience" and will GLADLY ship us out a replacement cover (it's a sort of quilt that zips off -- with a bit of work). "Please place the old cover in the box that the replacement arrives in and use the preprinted shipping label to return it to us."

We bought another "set" just last week. You can bet we didn't use that "national chain that has been buying up all of its competitors"! :>

Reply to
Don Y

Important to me too and I like to hear these things. There are quite a few companies that I will never deal with again because of their poor service.

I like to hunt and shoot too and have had dealings with companies over firearms, archery and accessories. Of all, only Taurus was a problem to deal with.

Reply to
Frank

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