Went to a nice little event this past Sunday here in Okinawa at Kadena Marina. The Black Onyx Pacesetters (Okinawa Chapter) in conjunction with The Kandi Girls were running a charity bike and car wash, with proceeds going to a local Okinawan orphanage. It was a very well run event, with food and refreshments for [...]
Aerocatch: Customer Service at its Best
If you read the ramblings on here I post up from time to time you’ll know that I’m not the most forthcoming when it comes to dishing out praise and compliments. They do come sometimes, but they have to be earned., especially from businesses that I give my hard-earned and significant amounts of cash to.
The status quo over the past decade has been for customer service to be declining. Companies seem obsessed with the sale but then if something goes wrong you better have the patience of Job. After sales has truly become the forgotten art. Well, I strongly thought that until the start of this week.
At the end of 2011 I purchased a set of locking bonnet latches from Aerocatch. They had very good reviews from everyone who used them, both for their quality and their looks. They finally got fitted to my car back in March and looked and performed great, for a month. Then one night I went to lock the catch down and this happened:
The key wouldn’t go all the way into the lock. It was as if one of the tumblers inside the lock had just seized. I tried WD40, I tried picking the lock but nothing could get it to move, which left me with a non-locking locking catch. Pretty disappointing considering they aren’t the cheapest bonnet latches in the world and were supposed to be top drawer.
So I sent an email to Aerocatch about the problem, asking if they’d had this problem before and if there was a solution. Within 4 hours we had exchanged some emails about the problem, and I’d sent them a video showing what was happening. Straight away they got in touch with their distributor in Japan and told them to send me a replacement kit out, and asked me to return the faulty unit when it came in so they can check it out. All in all this problem was reported on Monday at about 8pm, and my replacement kit was delivered from mainland Japan on Wednesday at around 3pm.
A sign of a good company is how well it takes care of its customers post-sale, and Aerocatch couldn’t have been better. Their response was swift, and effective. People don’t really mention bad customer service these days as unfortunately it’s often taken as a given, but I would strongly recommend Aerocatch to anyone looking for an aftermarket body catch. Not only are their catches very high quality (I strongly believe I just got one with a glitch) but their customer service is exactly what you want from a manufacturer. Check them out at www.aerocatch.com