I abused as set of 31" geared bypass loppers last weekend as I was cutting brush on my hunting stand. I tried to cut an oversized piece of wood with them and I sheared off the hinge pin on the loppers.
I used the online chat with their customer service folks, told them what happened, and asked if I could buy a replacement hinge pin. They told me that they would just send me one out free of charge on Monday.
The whole thing took about 2 minutes to resolve. How crazy is that?
I'll be buying Fiskars in the future.
Shows smart customer sense. Much like the Silva compass people were to me a couple of years ago. They sent me a brand new compass to replace the 20+ year old one that developed a bubble in the fluid damped case.
Other great companies include Troy-Bilt (the old Troy-Bilt) and MagLite. I abused both of those products (tiller and flashlight) and they sent me replacements but quick and with their apologies. I'm loyal to them as they were loyal to me.
I have story after story about great customer service and you're darned right. It makes a loyal customer.
The tractor part is a good example. I called Affordable in Texas and they didn't have it but could get it.
I called a local dealer and he didn't have time to look.
Jerry at Affordable called me back in under an hour and it was on the way that afternoon. They charged me 11.00 shipping. The Va dealer called me back to tell me he had it two days after I had put the new one on.