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From: Ken Tischler (no email)
Date: Mon Jul 02 2007 - 17:59:05 EDT
This brings to mind an experience I had with Defender a couple of years ago.
In preparation for our annual Spring cruise, I was sprucing up the boat and
upgrading systems. Defender was having one of their big warehouse sales, so
I took advantage and ordered two Balmar 100 amp alternators, Fortress FX-55
anchor, and misc. items (voltage regulators, rope, etc). needed to install
everything. After a couple of weeks I still had not received my order. I
emailed Defender and got a prompt response apologizing, saying this was not
how they do business but they were backed up due to the warehouse sale. They
promised my order would ship the next day.
Only problem was we were leaving in three days on our cruise, and the order
would never arrive on time. I emailed back, expressing my disappointment at
not being notified about this earlier. I requested that they overnight one
alternator and regulator (at my expense) so we could charge batteries while
running. The rest of the stuff could wait until we returned in a few weeks.
To my amazement, the next day my entire order arrived via air freight,
anchor and all!! And, they only charged me ground shipping charges. That
must have been one hefty air freight bill. But Defender wanted to make sure
I had my order in time for our cruise. God bless 'em!
This is what customer service is all about. They have earned a lifelong
customer. Even when their prices are higher than elsewhere (not often) I
will still purchase because I know the level of support I will get.
Ken Tischler
Microship
Defever 49 RPH
On 7/2/07, <> wrote:
>
> Happy 4th of July to all of you!
>
> We hear so much lately of poor service and bad experiences that I wanted
> to
> pass this "good story" along. I purchased a name brand RIB-tender
> this past
> week from Defender, which arrived this past Friday morning. When
> it arrived
> I was disappointed at some of the workmanship (leaks & splitting seams)
> and
> other items that were not as advertised on the manufactures web
> page. After
> calling Defender and talking with them about my issues they requested I
> send
> them an email listing my complaints along with photos. I followed
> through
> with Defender's request and within a few hours Defender had contacted me
> and
> let me know that I would be getting credit back for the cost of
> the tender and
> shipping costs. I was happy to hear this as Defender's normal policy is
> that
> they don't take back inflatable's. Then, late on Friday afternoon, my
> phone
> rings and it's the owner of Defender just calling to make sure that I had
> been taken care of by his company! We had a great conversation and he
> even went
> so far as to send me information & photos of another tender I was
> considering. I have always known that Defender has some, if not the best
> pricing out
> there for those of us with floating homes. Now I know that Defender has
> wonderful customer service and an owner who really does care about his
> customers
> and their issues & concerns. Thanks Defender!
>
> Not affiliated in any way, just a satisfied consumer!
>
> Brenda & Todd Lanning
> M/V Life's2Short
>
> Check out our blog @
> _http://btlifes2short.blogspot.com_ (http://btlifes2short.blogspot.com/)
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