robjohnson
Well Known Member
So often enough it is easy to only post complaints with companies, and we forget that we should also talk about good experiences.
Here is the situation -- I am getting close to being done with our project. I, like many builders, postponed my fiberglass work until the end of the project (probably would do this differently next time around). This past weekend, I started on the wing tips. When I inventoried our kit, 2 years ago mind you, everything checked out. We had both tips - W-715-1L and W-715-1R.
However, when I got to looking at them this weekend, I discovered that our W-715-1L was incorrectly labeled at Van's (it should have been labelled as W-715-1R), so that left me with TWO right wing tips. Not exactly a good thing.
As I said, I ordered the wing kit about 2 years ago, so I wasn't expecting much from Van's, even though it was a mistake on their end. I made the assumption that the parts were correct when we did the inventory, and I assumed that Van's would tell me tough cookies.
So, I prepped the wife that we may be making a $240+ dollar purchase if Van's didn't take care of the issue. I was EXTREMELY pleased when I spoke to Van's this morning -- not only are they sending out a new left wing tip in the next day or two (free of charge with no shipping charges), they are also going to reimburse me for the shipping charges I will incur from sending one of the right-hand wing tips back! Can't ask for anything better than that!
Kudos to Van's for an example of excellent customer service!
Here is the situation -- I am getting close to being done with our project. I, like many builders, postponed my fiberglass work until the end of the project (probably would do this differently next time around). This past weekend, I started on the wing tips. When I inventoried our kit, 2 years ago mind you, everything checked out. We had both tips - W-715-1L and W-715-1R.
However, when I got to looking at them this weekend, I discovered that our W-715-1L was incorrectly labeled at Van's (it should have been labelled as W-715-1R), so that left me with TWO right wing tips. Not exactly a good thing.
As I said, I ordered the wing kit about 2 years ago, so I wasn't expecting much from Van's, even though it was a mistake on their end. I made the assumption that the parts were correct when we did the inventory, and I assumed that Van's would tell me tough cookies.
So, I prepped the wife that we may be making a $240+ dollar purchase if Van's didn't take care of the issue. I was EXTREMELY pleased when I spoke to Van's this morning -- not only are they sending out a new left wing tip in the next day or two (free of charge with no shipping charges), they are also going to reimburse me for the shipping charges I will incur from sending one of the right-hand wing tips back! Can't ask for anything better than that!
Kudos to Van's for an example of excellent customer service!