Stanley Vacuum Bottle: Customer Service Success

Experience indicates that the length of the warranty is about the same as the useful lifespan of the product. A lifetime warranty is usually, therefore, a sign that your purchase is going to last the distance. That said, there are exceptions.

The first is that you are now many manufacturers outsourced and unpaid quality control engineer. You buy it; you take it home; and you test it. If it works, good. If it doesn’t, then you have to decide whether it is worth your while to return the product, to enter correspondence with customer service, or to walk away. A lifetime warranty should ensure that either of the first two choices is not too arduous an experience (unless shipping costs are involved).

When reading reviews of a prospective on-line purchase, if the vast majority of reviews are five star and a small number are one star, the people giving one star received items which an in place quality control department should have culled before they left the factory. The important thing now  is how the retailer or manufacturer will deal with the defective product. If the majority of reviews are positive and the negative reviews tell of great customer service , that is about as good as it gets now-a-days.

The second is that sometimes things break during normal use. A design or manufacturing flaw comes to light at a later point. Then, out comes the lifetime warranty: and the receipt, if you can find it. (My wife keeps the receipts for her Pampered Chef products under the rack in the cutlery drawer. In my more buoyant moments, I assume that there might be a moratorium on new acquisitions when she can no longer close the drawer.)

Sixteen years ago, I bought an Aladdin Stanley one quart vacuum bottle. First day out, it didn’t work. So, I returned it to the store for an exchange. The second bottle worked well enough. However, I could never decide whether this one had a problem or whether my view of it was distorted by my previous experience. Last month, I used it and was not happy.  So, I did a temperature loss over time experiment.  It failed.

I emailed Stanley describing the problem and received a reply the next business day telling me that one new vacuum bottle was on its way to me.  It arrived two days ago.  I did a test on it and it passed with flying colours.

These people have a five star product.  And if you get a one star example, they will make it right.

About Tweed and Briar

I am the pastor of a rather conservative rural congregation. My interests alongside of work are hunting, fly fishing, cooking, and life in an agricultural community. By way of family, I have a wife and two children: a daughter and a son. I am of indeterminate age because my wife is a bit younger than I am and my son is ages with some of my friends’ grandchildren. However, to say that I slip smoothly among the generations would imply an agility which I no longer possess. I aspire to the genteel poverty of the country manse.
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