Great service!!

One thing a lot of business owners forget about is customer service. Today I would like to share with everyone something that happened to me several years ago when I lived in Fort Worth, Texas. Today I only carry Samsonite luggage and it all stems from the service I got from a young woman in the Denver service center. You see for years I carried a gray fold out type garment bag all over the world. I could literally pack everything I needed in that bag and a briefcase and take off. Well after 8 years or so it finally just came apart at the zippers and had to be replaced. Well I found a really great looking black one just like it with all the new upgrades. I was ready to hit the road again. On my second trip with the new bag it came apart at one of the zippers. I was disappointed to say the least but remembered it had a 5 year warranty so I call the service department of Samsonite. I told them the story about my old gray friend and then about the disappointment in my new one. The only reason I was explaining this lengthy story to her was the hope that she would expedite me a new bag so I could travel in my old familiar fashion. This woman on the phone was so nice and helpful I could not believe it. She then ask me if I could possibly take the bag along with the old gray one to Dallas as soon as possible. I said I would be in Dallas the next day but the gray bag was three plus years out of warranty. She kindly stated that the zippers should not have failed on either bag and that they would like to see both bags if possible. Then she explained that I would be without my trusted bag for awhile and apologized for any inconvenience but assured me she would work as fast as possible to get my bag repaired or replaced. The next day I packed things in various bags and prepared to fly out. On the way to the airport I dropped off both damaged bags and left the country figuring it would be forever till I got a replacement for my old friends. While out of town I looked at hanging bags everywhere almost buying a cute little leather number in Canada but one thing or another prevented it. I arrived home 6 days later and there sat 2 boxes from Samsonite. I had received both a black replacement and a gray replacement, along with a hand written note from the customer service representative saying that in their opinion the first bag should have never failed and thanks for being patient. WOW!!! Now that is what customer service should be. I had only expected 1 bag. Then I looked at the shipping label and this kind woman had shipped overnight both bags to ensure that they would be at my home when I arrived home. I immediately sent a card to her and a letter to her manager. Since that day I have bought for myself or for a gift at least 10 bags. They sold me for life with great customer service. Try it with your customers and you will own them for life.

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