Had 2 occasions where customer service came through unexpectedly. Just
when I'd thought customer service went out the window, surprise, surprise.
1. Ordered a Pfister tub/shower trim kit from the orange box store. Had
to order valve body separate. Trim kit wasn't the best but it ran $148,
and the valve body would've cost nearly $70 through the same store. The
box store ran out of the valve body, then discontinued it leaving
customers stranded. I wrote a negative review towards the same saying I
would be returning the trim kit. Got an email from Pfister saying they
want 100% customer satisfaction, and are sending me a valve body at no
2. Couldn't find a framed, recessed medicine chest in the size I wanted
except through Wayfair. Ordered a Nutone chest for almost $200. It
came, double boxed and packed well. Opened the first box and the
medicine chest was a Jensen, looked like what I wanted but they
substituted the brand without checking with me. Also the chest had a
small dent on the recessed part, and can be seen when the chest is
opened. It was appeared to be done before it was packed. Went online
to return it. Wanted to charge me a restocking fee! I called Wayfair,
they informed me they do this automatically since so many people have
buyer's remorse. They credited me the full amount and told me to keep
How's that for customer satisfaction?
There is a local plumbing supply house near here.
I can just go and and tell them what I'm doing...they will pull the
parts I need (no more , no less) then tell me /exactly/ how to do the
job. It's totally irrelevant if they charge 10% more than Home Depot...
they are close and have literally saved me thousands of dollars as
compared to what I've have paid a plumber.
I'm pretty good with repairs...but hardly any plumbing expert and really
need their advice.
I've had that experience. Their PVC toilet flange
was five bucks more than orange borg, and I
cheerfully paid it. Well, I found out later the
borg was cheaper, but still worth it.
Knowing where to tap.
Christopher A. Young
Learn about Jesus
The faucet manufacturers have always been good with customer service.
I have had Delta and Price Pfister faucets replaced a couple times
each with nothing but an Email and attached pictures.
We just did it with Moen too but we had to call the 800 number.
PP decision to send you a free part had nothing to do with "customer
satisfaction." HD gives full refunds or store credit and would have had
to return the part to PP. PP would have lost 100% of the profit on the
$148 part, which is probably around $35. Sending you the trim at their
cost, probably $20, was a smart business decision.
This on also has nothing to do with customer service. Evidently
somebody else bought it, dropped it and returned it. They turned it
around and resold it to you. Then tried to charge you a restocking fee.
All that the "buyers' remorse" policy means is that a lot of people are
returning items and they don't have the staff to process the returns.
After 2 attempts to sell the same part, they knew the chest was bound
for the recycle bin.
Customer satisfaction is getting all the parts the first time so you can
do the job and get on with something else. Whatever the reason,
returning parts or accepting damaged goods does show their service
capability, but neither is really satisfaction.
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