Eric models all things good: beer, chickens and working lights
After my horrific customer service related issues with both Thermador and Continental, I'm happy to report that we did actually get some good service from a company recently. Have things in our service industry actually gotten so bad that we need to jump up and down for joy when someone actually does their job and/or the right thing? It's a sad state of affairs…
But anyways, our good experience came on the heels of a very bad experience with our kitchen light that I wrote about earlier. Long story short, we had two pendant lights over the island made by Vibia and the first one would not stay on after the first week. When we took the light apart we saw that the innards were basically melting so Tim glued some components together and the light worked again. Unfortunately, they run so hot that the glue eventually melted and the light stopped functioning yet again. Then Eric took the whole light apart, stripped the wiring and re-insulated it and got things working again, this time with no more issues. A few weeks later the second light literally exploded and the innards were fused together so badly that there was no way to fix it.
Well, we called up Vibia to see if we could get some replacement parts to try to fix the light again and when they asked us how old it was and we responded "about three months", the representative said they would replace the light for free. All we had to do was take it back to the store we purchased it at with the receipt and they would ship it back to Vibia. Once received Vibia would send us a new light. This just seemed too good to be true, so we called the store where we purchased it at, Lighting By Gregory, to confirm that this was indeed the case. They gave us the customer service equivalent of "Say What?!?" so we called Vibia back and they conference us in with LBG, verbally bitch-slapped them and set up the whole return process for us. We dropped off the light and a week later got the call that our new one was in.
Not only did Vibia get us a brand new light, they also let us keep the glass dome from the old light, just in case one breaks and we need a replacement. Even better, it looks like the recognized the flaw inside this light that caused us so many issues and completely re-worked the innards so hopefully there will be no more problems. I love happy endings. Almost as much as a love being able to see in my kitchen.
Just looking for info. Husband and I were passengers on flight 71, first class. Airline sent us $1200 each, in airline tickets good for one year. Really think they should give a great deal more! Did you get same?
Posted by: toby | July 16, 2007 at 07:10 PM