As the bike carrier has been in almost daily use for a several of years now, it's looking well past its best. So I ordered a replacement from roofbox.co.uk
The new bike carrier arrived. It wasn't new. Clear signs of it having been used in the past and some rust on it. So I took some pics & emailed roofbox.co.uk and said effectively 'what you going to do?'
I have to give praise where it's due. I got a very apologetic reply from the MD of the company and he offered either to give an immediate refund or replace the item at no cost to me, with the next model up.
So I've taken up the offer of the next model up.
I'm impressed because everyone and every organisation makes mistakes occasionally. The key to good customer service is, for me, what is done when something goes wrong. Is it sorted swiftly and with good grace? The attitude shown by the MD of roofbox.co.uk has been spot on. This means I'm still happy to use the company and still happy to recommend it.
I'm impressed because everyone and every organisation makes mistakes occasionally. The key to good customer service is, for me, what is done when something goes wrong. Is it sorted swiftly and with good grace? The attitude shown by the MD of roofbox.co.uk has been spot on. This means I'm still happy to use the company and still happy to recommend it.
As ever, you're spot on Helen - if it's sorted out quickly and without fuss, then it's not a problem. roofbox.co.uk duly marked for future reference!
In message <[email hidden]>, Steve <[email hidden]> writes
Quoted message said:
In article <[email hidden]>, wafflycat says...
Quoted message said:
I'm impressed because everyone and every organisation makes mistakes occasionally. The key to good customer service is, for me, what is done when something goes wrong. Is it sorted swiftly and with good grace? The attitude shown by the MD of roofbox.co.uk has been spot on. This means I'm still happy to use the company and still happy to recommend it.
As ever, you're spot on Helen - if it's sorted out quickly and without fuss, then it's not a problem. roofbox.co.uk duly marked for future reference!
Yup, I've dealt with Roofbox - for a roofbox even. There was a minor problem with it later on and it was collect and repaired by them quite efficiently. -- Chris French
