I generally prefer not having to use a Customer Service Department, hoping that the quality of the products I buy will mean I don?t have any problems. But in this case, the problem was not created by the company, but rather a ?shop mishap?. Last year, we picked up a nice little Taylor Palm Drill from Brown Tools (a VAF special), and Louise just loves it ? smaller and lighter than the Sioux?s, it fits her hands well. It has seen constant use without a problem, until it encountered that old and predictable force known as ?gravity?. The details were lost in the inevitable cover-up, but the results were a bent trigger shaft ? bent badly enough that it wouldn?t move in the spool. Easy enough to disassemble though ? drive out a pin, and the ?offended? assembly was in my hand. A quick call to Brown tools suggested I call Brad at Taylor.
Since it was already after-hours in Florida (Taylor?s home state), I sent them an email at their web-site address. The next morning, I had a response back, asking me to give them a call so that they could ascertain exactly which version of the drill we had. I did this, got hold of Brad, described the part, and he said that a new one would be in the mail before lunch ? no charge!
Great customer service means doing the unexpected to help your customers. I am guessing that the postage cost more than the part ? nevertheless, Taylor picked up the tab for our error on a fairly inexpensive tool. I?ll certainly give them my business in the future ? I like companies that try harder!
Paul
Since it was already after-hours in Florida (Taylor?s home state), I sent them an email at their web-site address. The next morning, I had a response back, asking me to give them a call so that they could ascertain exactly which version of the drill we had. I did this, got hold of Brad, described the part, and he said that a new one would be in the mail before lunch ? no charge!
Great customer service means doing the unexpected to help your customers. I am guessing that the postage cost more than the part ? nevertheless, Taylor picked up the tab for our error on a fairly inexpensive tool. I?ll certainly give them my business in the future ? I like companies that try harder!
Paul