I don’t know why, but nothing intrigues me more than outstanding customer service. Maybe it’s because, after 35 years in the training and development industry, I’ve come to believe it’s just not difficult to deliver.
Recently, my wife, Karen, and I ordered a container from Lifetime Products and decided to put it together ourselves. Always a risky venture. 😉
And … we blew it.
Well, we got the unit assembled, but then attached the hinge incorrectly. When trying to fix our own mistake, it broke. Our bad!
THE MILLERS ARE 100% ACCOUNTABLE FOR THIS MISHAP.
Yet, let’s see how Lifetime handled it. Hint: The next time we need a container, well, you’re about to discover where we’ll spend our dollars!
The email exchange is below. Please note the timeliness of responses and the pleasant tone from “Justin,” as well. It truly could not have been a better experience.
Which makes it … outstanding!
Email #1:
From: Karen Miller
Date: Tuesday, October 5, 2021, 8:17 AM
To: customercare@lifetime.com
Subject: We need a part
Hello,
We need a part for our new container, please. We put it on wrong and broke it when trying to take it off.
How do we go about getting one? And how do we pay for it?
Thank you,
Karen Miller
Email #2:
On Oct 5, 2021, at 10:33 AM, justin@lifetime.com wrote:
Karen,
Thank you for contacting Lifetime Products. I apologize for the inconvenience you have experienced. I can help with getting this part sent out to you. Please provide the following information:
- shipping address
- photos of your container and broken part (if possible)
Thank you,
Justin
Customer Service
Lifetime Products, Inc.
Email #3:
Karen sent new friend, Justin, the requested info at 2:34 PM on October 5, 2021.
Email #4:
On Oct 6, 2021, at 9:55 AM, justin@lifetime.com wrote:
Karen,
Order number USO-15104135 has been placed for the requested part. There is no charge. Your product should reach you in 3-5 business days. If you have any questions, please contact us at ….. .”
Justin
Customer Service
Lifetime Products, Inc.
— — — — — — — — —
What else is there to say? Not much, other than — does your organization perform like this?
Comments welcome!
4 Responses
John –
I had a recent opportunity to ask TurboTax for assistance in filing an amended return for 2020. I attempted to wade through the software myself but gave up and talked to one of their representatives on the phone. The woman I spoke with had a great attitude and stepped me through the software to help me file the amendment. However, she said she had not come across my issue in the past and thought it would be best to have one of their CPA’s review the solution proposed. I was transferred to the CPA and he confirmed the solution originally suggested. Both people I spoke to were very customer service focused, knowledgeable and pleasant. I could not have been more satisfied! TurboTax lives up to their promise.
David, great to hear outstanding service is alive and well!
I had a similar experience recently. One of the poles on my Coleman tent broke and I contacted the company to ask how I could purchase a replacement pole. I included the model number with my email. The service representative wrote back asking for more details which I provided. Then he asked for more details, so I sent him pictures of the tent. He then asked for the receipt for the tent’s purchase. It was a gift so I didn’t have a receipt.
Bottom line, I had an old tent that didn’t have replacement parts available and I had no proof of purchase. Each time I responded to the representative, I informed him that I just wanted to know if I could purchase a pole (or even a section of the multi-section pole) that might fit my tent.
I was beginning to give up hope, when the next email stated that a new tent was being sent to me. This was way beyond my expectations, and I let the Coleman folks know how appreciative I was! This is excellent customer service!
Bob, terrific story. Thanks for sharing!