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Paranoid (IV) Mad Scientist

From: Inside THE BOX
Insane since: May 2000

posted posted 06-20-2004 01:42

Being so very rarely impressed -- let alone satisfied -- with any form of customer service these days, I just had to post about my recently concluded experience with Pelican Products.

I bought one of their small MityLites, oh, about 5 or 6 years ago, which developed a crack in the body several weeks ago. No big deal, except that through wear, the crack became a small hole.

I remembered the warranty saying something about a lifetime replacement, so I gave it a shot. I readily found a contact number on their Web site (surprise #1) and it turned out be be toll-free (suprise #2). I called it and spoke to a live person (surprise #3) who was helpful and nice (surprise #4). I told him there was a hole in my flashlight, and without question, he gave me an RMA number and instructions for mailing the flashlight to them. It was an actual, no-questions-asked lifetime-replacement guarantee (surprise #5).

It couldn't have been more than 2 weeks ago I mailed it to them and I received the replacement today. It's nicer than the one I had, with slight design improvements. Just in time, too, because I always keep it in my camera bag and I have a shoot to go on tomorrow.

But then came surprise #6. Just as I was getting ready to put my batteries back in it, I discovered ... hee hee ... two fresh, brand-name, complimentary batteries already inside! That might not sound like a big deal to some, but to me, that's going out of the way to satisfy me as a customer.

Congratulations, Pelican, on achieving a standard that has far exceeded the status quo.

Maniac (V) Mad Scientist

From: New California
Insane since: Mar 2000

posted posted 06-20-2004 02:10

Thanks for that, Wes. You just gave me a ray of hope for humanity It's not often you hear of such things.

: . . DHTML Slice Puzzle : . . . : Justice 4 Pat Richard : . .

Maniac (V) Inmate

From: raht cheah
Insane since: Aug 2000

posted posted 06-20-2004 04:29

stupifiying! I have a case, a 1600 I think, it's definitely quality merchandise, glad to know they stand behind the stuff.

Paranoid (IV) Inmate

From: Gig Harbor, WA
Insane since: Feb 2002

posted posted 06-20-2004 11:10

That's about the best advertising any company could ask for.
See, the batteries thing, that's just a nice touch. It's rare to find a company that thinks about their customers to that extent.

Bipolar (III) Inmate

From: Columbia MS USA
Insane since: Apr 2001

posted posted 06-20-2004 17:49

Honestly it's a no brainer. Companies *should* make the customer feel like they are appreciated. Next time you need another flashlight like as a gift or an extra one to put in another bag who are you going to buy it from?

The secret of life is honesty and fair dealing. If you can fake that, you've got it made. --Groucho Marx

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