Credit where credit is due

[swan_tower]

Bad customer service is so common, I think it’s worth talking about the good stuff when it happens.

I lost the safety key for my Lifepsan treadmill, without which it will not function. Went to the website; had difficulty figuring out which version I needed, but eventually ordered one. It came. It was not the right version. So I looked on their site and found out that in order to return anything, you’ve got to email then and ask for a label to be sent — which makes sense when what you’re returning is an entire 100+ lb treadmill, but not so much for a little plastic key. I email, and in the meanwhile make plans to call them later that day and talk to a customer service rep to figure out which key I need, because it is seriously not clear from their website.

Before I can do that, however, I get a reply to my email. After a few messages back and forth, I learn that I do not need to send back the old key; they are shipping me a new (correct) one right away, at no charge.

So yay. That made an annoying situation much less annoying. They could still use to improve the process of figuring out which one you need . . . but in the meanwhile, my life has gotten much easier. Good on them.

Originally published at Swan Tower. You can comment here or there.

Comments

[wshaffer.livejournal.com]

At my gym, they tie the safety keys to the treadmills with a long piece of string to keep them from wandering off. Though I have no idea whether that would work for your treadmill because they usually tie it to the upright part of the treadmill that the under-desk treadmill doesn't have.

Yay for good customer service!

[swan-tower.livejournal.com]

I'm not sure why it wasn't plugged into my console, but I think it may have fallen off the edge of my desk into the trash, and been thrown out without me noticing.