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01-26-09, 09:39 PM
As I have posted in the past, I have a PrincetonTec Switchback 3 light that I use (along with a variety of other lights) for my daily commute.
I got the light in April 2007, so it's long out of warranty. It recently developed an intermittent problem where it would shut itself off. I e-mailed PrincetonTec asking where to send the light for repair. They promptly e-mailed back an RMA and shipping instructions -- and offered to fix the light at their cost. Wow, was I impressed.
I mailed it using Canada Post to the US with tracking etc. Canada Post proceeded to lose the shipment and due to labour strike, would not even attempt a trace until their strike was settled.
I let PrincetonTec know that the shipment was likely lost and asked them to contact me if it appeared.
I then went away for a week of vacation, and then when I arrived home, there was a PrincetonTec box in the mail. I figured that my broken light must have shown up, hence the replacement. Not so. PT shipped a replacement light head even though my old head was lost.
I called PT and asked how much I owed them for the replacement head. They said that since I was an honest sort, that they would replace the head at their expense.
I am in a customer service business myself and honestly, I have never seen a such great service. Hats off to PT and they will definitely see my business for a long time to come.
I got the light in April 2007, so it's long out of warranty. It recently developed an intermittent problem where it would shut itself off. I e-mailed PrincetonTec asking where to send the light for repair. They promptly e-mailed back an RMA and shipping instructions -- and offered to fix the light at their cost. Wow, was I impressed.
I mailed it using Canada Post to the US with tracking etc. Canada Post proceeded to lose the shipment and due to labour strike, would not even attempt a trace until their strike was settled.
I let PrincetonTec know that the shipment was likely lost and asked them to contact me if it appeared.
I then went away for a week of vacation, and then when I arrived home, there was a PrincetonTec box in the mail. I figured that my broken light must have shown up, hence the replacement. Not so. PT shipped a replacement light head even though my old head was lost.
I called PT and asked how much I owed them for the replacement head. They said that since I was an honest sort, that they would replace the head at their expense.
I am in a customer service business myself and honestly, I have never seen a such great service. Hats off to PT and they will definitely see my business for a long time to come.