Customer Service…Lives!

Frequently my posts describe, let’s say, unsatisfactory interactions with the companies I attempt to do business with. Happily, today this old curmudgeon reports an experience that shows that customer service is alive and well and still fighting to prevail in some corners of corporate enterprise.

I own an Earthquake-brand electric log splitter. Now, before you folks with the massive wood stoves and 7-cord woodpiles chuckle and wander off, I’ll just say that this little tool is a great size for my more modest fireplace needs and needs no further defense than that. It has run like a champ for the couple of years I have owned it, has been maintenance-free and takes a miniscule amount of space on my suburban lot.

Unfortunately, after a couple years said great little tool ceased to function suddenly. First, split pop split pop, then nuthin’. So, steeling myself for the worst, I fixed a snack, went out to the garage, unfolded a camp chair, called the toll-free support number in the documentation and settled back for the expected long wait. Except that my call was answered quite promptly, by a fellow named Alec, who proceeded in a most unexpected but delightful manner.

Had I registered said purchase for warranty support? No, I confessed, ready to be cast aside like some modern-day leper. No problem, Alec says, let’s get you registered for said support. And we go through the various demographic bits, with my rep declaring that now I was fully registered for said warranty support, let’s explore the problem. I explained what little I knew (‘It doesn’t work’) and he proceeded to helpfully take me through a step-by-step troubleshooting exercise upon which he shared what the likely problem was. I reached for my major credit card and prepared myself for sticker shock, which never came. This part was covered by warranty, for which he had just registered me, and they would simply ship it to me for my installation. Couple more shipping details, which also cost me nothing, and we were both on our way.

A little wood splitter from Earthquake. A little conversation of 10 or so minutes. But a huge revelation that there are companies out there that still value their customers and support them, and those companies are worth finding.