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Great customer support: Knog and Blackburn/Bell

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Great customer support: Knog and Blackburn/Bell

Old 04-11-11, 05:20 PM
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Great customer support: Knog and Blackburn/Bell

I thought I'd share a couple of nice experiences recently with customer support.

1. Knog

I picked up a Knog Gecko at an REI used gear sale recently. When I got it home, it didn't work at all. I poked around the Knog website and found the following:

We expect all our products to ride to the shop and back again and again and again and again and again and again for a hell of a long time. But sometimes the **** hits the fan - and - if it does we want to make it as easy as possible for you to get righted even if the damage has been your fault or if the product is out of warranty. So get in touch with us at shop@knog.com.au
Though not expecting much due to the circumstances under which I bought this particular light, I figured I'd give it a try. I was up front about having gotten this at the used gear sale. Mike at Knog didn't understand at first why REI wouldn't take it back, but he was very friendly and after a bit of explanation he said, "I know it would be awesome of Knog to give you a new light - so we will do this ...."

Needless to say I was impressed. A few weeks later, a new light showed up in my mailbox.

For the record, the official Knog warranty period is 2 years.

2. Blackburn/Bell

After the experience above, I found myself wondering about the customer service of other companies. I had a Blackburn Mars 3.0 light sitting in my parts draw in perfectly working order except that the clip broke off about two years ago. Poking around the Blackburn site, I found to my surprise that they have a lifetime warranty on this light.

So, I sent off an e-mail describing the state of my light in as much detail as possible and asking if it would be possible to get the required replacement parts. I got back a very terse e-mail asking me to submit my mailing address for processing. I did so and got no further reply.

Nevertheless, a few weeks later (just days after the light from Knog) I got a brand new Mars 3.0 light in my mailbox. I wasn't as happy with the personal interaction with customer support, but the end result was the same.

So, there are two companies that have definitely set themselves apart in my mind for future purchases.
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