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Post by dsonyay on Apr 26, 2019 9:17:16 GMT -5
Couldn't figure out where to put this .
I have an XSP-1 gen 1. One of the Phillips head screws fell out of the back cover, so I asked Emotiva if they had any spares they could send me.
They mailed a tiny screw at no charge (priority).. unfortunately it didn't thread in correctly, so they immediately shipped another (I insisted they use standard mail this time).
Within a couple of days, the proper screw arrived.. they sent two this time.. to make sure I had the correct size.
Thanks Emotiva! I appreciate the trouble it took to seek out the odd part. And doing it all at no charge was very generous.
David Sonnier
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novisnick
EmoPhile
CEO Secret Monoblock Society
Posts: 27,222 
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Post by novisnick on Apr 26, 2019 10:41:29 GMT -5
Couldn't figure out where to put this . I have an XSP-1 gen 1. One of the Phillips head screws fell out of the back cover, so I asked Emotiva if they had any spares they could send me. They mailed a tiny screw at no charge (priority).. unfortunately it didn't thread in correctly, so they immediately shipped another (I insisted they use standard mail this time). Within a couple of days, the proper screw arrived.. they sent two this time.. to make sure I had the correct size. Thanks Emotiva! I appreciate the trouble it took to seek out the odd part. And doing it all at no charge was very generous. David Sonnier
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Post by DavidR on Apr 26, 2019 10:55:27 GMT -5
A happy customer is a loyal customer.
Nice to know Emotiva made the extra effort.
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Post by dsonyay on Apr 26, 2019 14:37:14 GMT -5
A happy customer is a loyal customer. Nice to know Emotiva made the extra effort. I could have went to Home Depot or Lowes and bought a whole new set of black screws, but I kinda was thinking, if I ever sell this thing, someone may complain about the aftermarket screws (on the remote!) .. lol.. But yes, it's nice that they mailed me one. D |
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Post by 26gary26 on Apr 26, 2019 17:22:59 GMT -5
I have had great customer service myself from Emotiva from my purchase to a one unit problem that was exchanged immediately with no question. Its great to know that there are still companies like this.
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Post by geeqner on Apr 30, 2019 10:43:06 GMT -5
I work for a small manufacturer of a different sort - we make Nurse Call and Communications equipment However - when customers need something small, like an occasional replacement Switch Cap and stuff like that, we do (essentially) the same thing: Sending-out small stuff like this for NO CHARGE is a "Win-Win": - Charging for a small part like this makes NO SENSE - It costs more to "process the paperwork" (take Order, process order, shipping, billing, invoice etc) probably = around $50 in labor at a minimum
(so, by sending it out for "Free" - they are probably actually SAVING money once the Big Picture is evaluated)
- The "Good Will" scored with the Customer = HAPPY CUSTOMER (and Happy Customers are usually REPEAT customers and/or refer their friends)
MORE companies should realize the benefit of "dumb little stuff" like this - but they often find themselves unable to see the forest because of all of those darned trees blocking their view...
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